Victory Legal Services - Complaints Policy

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

We welcome complaints from any individual or organisation who feels that the service provided by Victory Legal Services did not meet the expected standard or regulatory requirements.

You can contact us in any of the following ways:

• By Email:
  vlsadvice@yahoo.co.uk
  marian@victorylegalservices.co.uk
   
• By Phone:
  (01582) 524 521
  07862 254 673
   
• In Person:
  Please call ahead to arrange an appointment with our office.

To help us respond effectively, please include:

• Your full name and contact details 
• A brief summary of your case or the service received 
• A clear explanation of the issue or concern 
• Any relevant documents or correspondence
   

1. Acknowledgement:
   We will acknowledge your complaint in writing within 5 working days. 
2. Investigation:
   A senior staff member, not involved in the original matter, will conduct a thorough investigation. Our goal is to provide a full response within 20 working days. If more time is needed, we will keep you informed of progress and provide a revised timeframe. 
3. Outcome:
   You will receive a written outcome with a summary of our findings, any actions taken, and proposed resolutions.
    

If you remain dissatisfied after our internal process is complete, you may refer your complaint to our regulatory body, the Immigration Advice Authority (IAA).

Contact Details for the IAA:

• Website: https://www.gov.uk/government/organisations/immigration-advice-authority
  Phone: 0345 000 0046 

Please note: Complaints to the IAA must be made within 6 months of receiving our final response.

Victory Legal Services is authorised and regulated by the Immigration Advice Authority (IAA).

We value all feedback and view complaints as an opportunity to improve. All complaints are handled confidentially, respectfully, and with a commitment to reaching a fair and timely resolution.