LIAC is committed to providing an independent and confidential service to all our clients, without regard to their race, colours, ethnic origin, national origin, sex, sexual orientation, religion or beliefs, age or disability. We want to make sure that our clients are satisfied with the advice we give them and the way they are treated during their course of dealing with us.

1.1 Visiting our Office for Advice and or Service

All our clients and prospective clients wishing to receive immigration advice and service must book their appointments in advance before turning up at our office. Please note that we do not have provision for our client or prospective client who turn up without a valid appointment. Such client or prospective client will not be seen by an adviser. However, we do have a self serve appointment facility where you can book your prefer date and time. We shall then call you back to confirm your booking with you if you do so.

1.2 Online Appointment Notice

Online appointment is subject to re-confirmation by LIAC before it can be deemed valid, if we have not contact you within 48HRS of your online reservation. You must then contact us on by Telephone quoting your allocated reference number. Not all appointments made online will be attended to by us.

1.3 LIAC responsibilities during our course of Dealing with you

We will endeavour to do the followings:

• Find out from the start what you are hoping to achieve, and make sure that your expectations are realistic;
• Tell you who will be handling your case at each stage;
• Explain things in a way that is clear to you and agree with you the type of service you can expect to receive from us;
• Be considerate in our dealings with you and put your interests first in all our dealings;
• Keep what you tell us confidential, other than in those exceptional circumstances when required to do so by law and only with proper authority, and refuse to act for anyone else if doing so would compromise that confidentiality.
• Explain any costs involved with your immigration matter and subsequently provide you with a clear bill which shows what the fees will cover.

1.3(a) WHAT WE EXPECT FROM EACH OTHER

Working in your best interest by:

• arriving on time for appointments unless unavoidably detained and we expect you to do the same;
• treating you with respect and politeness and we expect you to do the same;
• We shall provide you with correct and absolute information including timely updates such as changes of address and circumstance concerning our business and we expect you to do the same.

1.4 LIAC standards of service

• After your first meeting with us we will write to you within one week of the meeting. This includes sending out a client care letter which explain our terms and condition of service to you as our client.
• If you write to us: We will reply to or acknowledge your letter within five working days of receiving it. You will receive a full reply within eighteen working days or a letter explaining why there may be a delay and when you can expect a full reply.
• If you telephone us: We will answer your questions as fully and helpfully as possible but in your own interests we may be unable to provide you with full advice without first seeing relevant documents. If you leave a message we will do our very best to call you back within 48 hours.
• If you visit us by appointment: Reception staff will immediately call the immigration adviser concerned and you will not be kept waiting for more than fifteen minutes, subject to delays caused by other interviews.

If you seek help with an application to the immigration authorities: You will be advised on your case by a trained immigration adviser on what documents to submit and the likelihood of success and provide you with whatever assistance LIAC can offer with the application within.

1.5 LIAC Complaints Procedure

We are confident that we will give you a high quality service in all respects. When something goes wrong we need you to tell us about it. It may be given orally or in writing. This will help us to maintain our standards. It is our goal to provide a high quality service to all our clients. If you are unhappy with any aspect of our services, please do not hesitate to contact LIAC’s adviser in person at our office or in writing or by telephone or by an email at complaint@leedsimmigrationservice.org  we will endeavour to address your concerns in writing within 48 hours.

Alternatively, you can make your complain directly to the OISC, who regulated this organization, by completing the OISC complaint’s form. This form is available in a range of languages on the website at www.oisc.gov.uk   or office of any regulated adviser or community advice organizations. You can also make your complain in person to the OISC office, on 5th Floor, Counting House, 53 Tooley Street, London, SE1 2QN or by email at info@oisc.gov.uk

1.6 WARNINGS AND POLITE NOTICE AGAINST UNREASONABLE BEHAVIOUR DURING YOUR COURSE OF DEALING WITH US

The Crime and Disorder Act (1998) defines anti-social behaviour (ASB) as “acting in a manner that causes or is likely to cause harassment, alarm or distress to one or more persons not of the same household as (the complainant)”.

It is therefore LIAC policy that we do not expect our clients or prospective clients to engaged in the following conducts towards our staffs during their course of dealing with us:-

·         Noise nuisance towards our staffs

·         Harassment towards our staffs

·         Alcohol abuse during your visit to our office

·         Racist and hate incidents towards our staffs

·         Violence behaviour towards our staffs

·         Littering during your visit to our office

1.6 (b) NOTE: We shall ask such client or prospective client to disengage from such behaviour and if after been warned and you persist in doing the same or kinds; we shall terminate our session with you and ask you to leave our premise until when such behaviour is remedied.

Also, where our staff considers the incident or the pattern of behaviours serious enough, we shall terminate your consultation / interview session and subsequently ask you to leave our premise until when such behaviour is remedied.

NOTE: Details of our terms and condition of service shall be sent to you via our client care letter upon you appointing us to represent you in your immigration matter