Victory Legal Services - Complaints Policy

At Victory Legal Services, we are committed to providing high-quality legal services. However, if you are dissatisfied with any aspect of the service you have received, we encourage you to raise your concerns so that we can address them promptly and effectively.

We welcome complaints from any individual or organization who feels that the service they received from Victory Legal Services did not meet their expectations or the required professional standards.

If you wish to make a complaint, you can contact us through the following methods:

• By Email:
  vlsadvice@yahoo.co.uk
  marian@victorylegalservices.co.uk
• By Phone:
  (01582) 524 521
  07862 254 673
• In Person:
  Please call in advance to schedule a meeting to discuss your concerns.

To help us handle your complaint effectively, please include the following information:

• Your full name and contact details.
• Details of your case or service received.
• A clear explanation of your concerns.
• Any supporting documents, if applicable.

1. Acknowledgment:
   Upon receiving your complaint, we will acknowledge it in writing within 5 working days.
2. Investigation:
   Your complaint will be thoroughly investigated by a senior member of staff who was not directly involved in the matter. We aim to resolve your complaint within 20 working days. If we require additional time, we will inform you in writing and provide a revised timeframe.
3. Outcome:
   Once the investigation is complete, we will provide a detailed response outlining our findings, any actions taken, and any resolutions offered.

If you are not satisfied with our response, you have the right to escalate your complaint to the Office of the Immigration Services Commissioner (OISC). The OISC regulates our work and ensures we comply with the highest standards of professional conduct.

Contact Details for the OISC:

• Phone: 0345 000 0046
• Website: www.gov.uk/oisc

Please note that you must raise your complaint with the OISC within 6 months of receiving our final response.

Victory Legal Services is regulated by the Office of the Immigration Services Commissioner (OISC).