This document explains how the Falcon Legal & Immigration (FL&I) will accept,  record, investigate and resolve complaints made about its services. 

Standards of Service 

Falcon Legal & Immigration aims to provide all its clients with the highest standards  of service and client care. If we fail to provide this to you, we need you to inform us  so we can try to resolve any problems. We will also learn from them so that we can  improve our service. 

How to make a complaint 

Falcon Legal & Immigration will always try to provide you with an opportunity to tell  us of your concerns and will work with you to try to resolve them. 

∙ If you are not satisfied with any aspect of our service you may initially want  to discuss this with your adviser, to see if the matter can be resolved quickly.  

∙ If you have spoken to your adviser or if you do not wish to discuss your  concerns with them, you may wish to make a formal complaint. You can  make your complaint either verbally or in writing to Mr Kayij Mulombw who is FL&I’s complaint handler.  

Mr Kayij can be contacted at by post: 

Unit 9 

Hillside 

Beeston Road 

Leeds 

LS11 8ND 

Mobile: 0739 1418512 

Main Office: 0113 387 64 64 

Email: kayij.mulombw@RefugeeCouncil.org.uk 

Mr Kayij has voluntarily accepted the responsibility for handling complaints in  relation to immigration advice and services provided by Falcon Legal &  Immigration. 

What Happens Next 

∙ Mr Kayij will acknowledge your complaint in writing within 5 working days of  receiving it. 

∙ He will investigate and provide you with a response to your complaint within  14 working days of our receipt of your complaint. If we have to change the  time-scale for any reason, we will let you know and explain why.  

Falcon Legal & Immigration will keep details of your complaint in a central register.  We will also create a separate file or section in your case file in order to record  details of the complaint, our investigation and Falcon Legal & Immigration’s response  to your complaint. 

Investigation 

Your complaint will be investigated in the following way: 

1. Mr Kayij will ask the Falcon Legal & Immigration adviser working on your case  to provide their response to your complaint. 

2. Mr Kayij will consider the adviser’s response, the information provided in the  complaint and any other relevant material (such as the contents of your case  file).  

3. Mr Kayij will then prepare a written response, which will be sent to you. This  response will set out the findings of the complaint investigation as well as any  suggestions for resolving the matter. 

4. If you consider taking legal action against Falcon Legal & Immigration, we  confirm we have Professional Indemnity Insurance to meet any relevant  claims. 

5. Please note that if you are not satisfied with our response to your complaint  or if you do not wish to complain direct to Falcon Legal & Immigration, you  may at any time complain directly to the Office of the Immigration Services  Commissioner (OISC). 

The OISC can be contacted at: 

Email: info@oisc.gov.uk 

Website: https://www.gov.uk/government/organisations/office-of-the immigration-services-commissioner