Complaints Policy

Last updated: June 2026

First Class Immigration aims to provide professional, respectful and clear service to every client. If you are unhappy with our service, we encourage you to tell us so we can review the matter properly.

How to Make a Complaint

Please send your complaint in writing to complaints@firstclassimmigrations.com with the subject line Complaint. Include your full name, contact details, service type, case reference if available and a clear explanation of your concern.

What Happens Next

We will acknowledge your complaint within 5 working days where possible. We will review the matter and aim to provide a written response within 14 to 21 working days, depending on the complexity of the complaint.

Information We May Need

To investigate the complaint, we may ask for copies of messages or emails, payment records, documents related to the service, details of the issue and any outcome you are requesting.

Our Response

Our response may include an explanation, correction, proposed solution, partial refund where appropriate, request for more information or final position if the complaint is not upheld.

Escalation

If the matter requires regulated legal review, professional disciplinary review or third-party involvement, we may advise the client to contact the relevant authority or an independent legal adviser.

Good Faith

We ask clients to communicate respectfully during the complaints process. Abusive, threatening or dishonest complaints may not be accepted.