ICS Legal believes that trust and managing your expectations are a very important part of our immigration advice service delivery. Apart from legal regulatory bodies we also have our own principles and working ethos that we use to enhance and maintain our standard of service provided to our clients.

For that reason, our “Client Support Team” is here to support you. If you would like to comment on our service delivery or wish to recommend further improvements, please e-mail our team on clientsupport@icslegal.com.

At ICS Legal we put our clients first, however we understand that in some instances we may  not meet your expectations and you may wish to make a formal complaint. Our policy is to continuously promote a working environment that values our clients, and where complaints can be raised and resolved fairly and efficiently.

Our Complaints Procedure 

Please write your complaints to: ICS Legal, Suite 51, City Business Centre, 25 Lower Road, London SE16 2XB or email it to:  complaints@icslegal.com

Telephone Complaints: ICS Legal does not take any complaints via telephone but if you would like support in making a complaint, please contact us on 0237 3388. However, we understand that sometimes our clients may have difficulties in e-mailing a complaint or writing to us, we can take a complaint via the telephone but we will respond back in writing. For your reference, our customer service support team will provide a customer reference number. Please include as much of the following as possible when contacting us with any complaints:

• Customer Reference Number [if applicable]
• Your full name
• Your full address
• Your telephone number
• Your email address [if available]
• Name of advisor
• Date of first contact
• Please provide with full details of complaint include any dates

What happens after you have complained?

We will acknowledge your complaint within five working days. We investigate your case and invite you to an internal hearing to discuss your complaint within 15 working days. At this hearing, you have a right to bring someone for support and we will discuss your complaint. All details will be noted down and hopefully a decision will be made to your satisfaction. Whatever the outcome of this hearing, we will write to you and confirm what was discussed and what the agreed outcome is.  

However, on exceptional circumstances where a mutual decision is not agreed upon on the initial internal hearing, we will arrange a final decision hearing within 10 working days. We aim to resolve all complaints as swiftly as possible but allow ourselves realistically up to 30 days from initial complaint to come to a final resolution.

Please note we do not see a complaint made by our client as a negative factor instead we use it as a tool to help us improve our services to our clients.