Complaints Procedure

Sortie 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.

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How to make a complaint

Sortie 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 the firm Director or if you do not wish to discuss your concerns with him, you may wish to make a formal complaint. You can make your complaint either verbally or in writing to Mr. Ahmet Husrev, who is the Director at Sortie Limited.

• Ahmet Husrev is contacted at ahmet@sortielegal.com, +44(0)7943989438, and also at the office.

• Ahmet Husrev is responsible for handling complaints in relation to immigration advice and services provided by Sortie Limited.

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What Happens Next

•  Ahmet Husrev will acknowledge your complaint within (10 days) of receiving it.

• Ahmet Husrev will investigate and provide you with a response to your complaint within 30 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.

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Sortie Limited 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 Sortie Limited’s response to your complaint.

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Investigation

Your complaint will be investigated in the following way:

1. Ahmet Husrev will 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.

2. If you consider taking legal action against Sortie Limited, we confirm we have Professional Indemnity Insurance to meet any relevant claims.

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

    

4. The OISC can be contacted at:

   Office of the Immigration Services Commissioner Complaints Team

   5th Floor,
   21 Bloomsbury Street,

   London WC1B 3HF

   Email: info@oisc.gov.uk Website: www.oisc.gov.uk