Complaints Policy – Moroland Visa Services Ltd
At MoroLand Visa Services Ltd, we are committed to providing a high standard of service.
If you are dissatisfied with any aspect of our service, we encourage you to bring your concerns to our attention so we can address them promptly and professionally.
This Complaints Procedure outlines how complaints are handled in compliance with the IAA Code of Standards 2024, Code 3.5.
How to Make a Complaint?
If you wish to make a complaint, please provide us with the following details:
• Your full name and contact details.
• A clear description of your complaint
• Copies of any supporting documents
• What outcome are you seeking?
You can submit your complaint by emailing contact@morolandvisaservices.co.uk or by
phone: 02045725752
Acknowledgement of Your Complaint
• We will acknowledge receipt of your complaint within three working days.
• A reference number will be assigned to track the complaint.
Complaint Investigation & Resolution
• Your complaint will be reviewed by a member of staff who was not directly involved
in the matter.
• We will aim to resolve your complaint within 14 working days. If a resolution takes
longer, we will provide regular updates.
• A formal written response will be issued, explaining our findings and any proposed
resolutions.
Escalation to the Immigration Advice Authority (IAA)
If you are dissatisfied with our response, you may escalate your complaint to the IAA, the
regulatory body overseeing immigration advisers. You can contact them at:
Immigration Advice Authority (IAA)
PO Box 567
Dartford
DA1 9WX
Confidentiality & Record-Keeping
• All complaints are treated with confidentiality and professionalism.
• Complaint records are securely stored for six years in compliance with IAA
regulations.