Complaints

KNT LEGAL LIMITED - COMPLAINTS PROCEDURE

This document explains how KNT Legal Limited will accept, record, investigate and resolve complaints made about its services.


Standards of Service 

KNT Legal Limited 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 

KNT Legal Limited 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 Sefik Sarper Kantarci, who is the Head of Advice at KNT Legal Limited. 
  • Sefik Sarper Kantarci can be contacted at 167-169 Great Portland Street, London W1W 5PF, +44 7511 427 614 and sefik@kntlegal.com.
  • Sefik Sarper Kantarci is responsible for handling complaints in relation to immigration advice and services provided by ABC Immigration Services.


What Happens Next 

  • Sefik Sarper Kantarci will acknowledge your complaint within (7 days) of receiving it.
  • KNT Legal Limited will investigate and provide you with a response to your complaint within 7 working days of our receipt of your complaint. If we must change the timescale for any reason, we will let you know and explain why.  


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


Investigation 

Your complaint will be investigated in the following way:

  • Sefik Sarper Kantarci will ask the KNT Legal Limited working on your case to provide their response to your complaint.
  • Sefik Sarper Kantarci 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).  
  • Sefik Sarper Kantarci 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.
  • If you consider taking legal action against KNT Legal Limited, we confirm we have Professional Indemnity Insurance to meet any relevant claims.
  • Please note that if you are not satisfied with our response to your complaint or if you do not wish to complain direct to KNT Legal Limited, you may at any time complain directly to the Immigration Advice Authority (IAA).


The IAA can be contacted at:


Immigration Advice Authority (IAA)

Complaints Team

P.O. Box 567

DA1 9WX

Website: https://www.gov.uk/iaa