This document explains how Penriths LTD will accept, record, investigate and resolve complaints made about its services.
Penriths Ltd aims to provide all 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 aim to learn from any feedback so that we can improve our standards of service.
Penriths Ltd will always aim 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 want to discuss this with your adviser, to see if the matter can be resolved quickly. Our OISC regulated Immigration advisor is Mr Erkan Coskun. If you have spoken to your adviser or if you do not wish to discuss your concern with them, you may wish to make a formal complaint. You can make your complaint either verbally by telephone: 0208 057 8027 or in writing, heading the letter to the director of Penrith Ltd (Mr Erkan Coskun) to: 20 Old Bailey, London, EC4M 7AN or via email to: info@penriths.com Mr Erkan Coskun will deal with any complaints promptly and fairly. Mr Erkan Coskun is responsible for handling complaints in relation to services provided by Penriths Ltd.
Mr Erkan Coskun will acknowledge your complaint within 7 days of receiving it. Penriths Ltd will investigate and provide you with a response to your com- plaint within 7 working days of receipt of your complaint. If we have to change the time-scale for any reason, we will let you know and explain why. Penriths Ltd will keep details of your complaint in a central register. We will also create a separate file or section in your case file to record details of the complaint, our investigation and Penriths.’s response to your complaint.
Penriths will carry out the investigation as follows:
— Mr Erkan Coskun will carefully look at the points raised in the complaint.
— Mr Erkan Coskun will then consider all the relevant material (such as the contents of your case file).
— Mr Erkan Coskun will then prepare a written response, which will be sent to you. The response will set out findings of the complaint investigation as well as any suggestions for resolving the matter.
If you consider taking legal action against Penriths Ltd, we confirm we have Professional Indemnity Insurance to meet any relevant claims.
After the investigation is carried out and you have been contacted by us, please note that if you are not satisfied with our response to your complaint you may at any time complain directly to the Office of the Immigration Services Commissioner (OISC1).
The easiest way to complain is to:
— Download and fill in the complaints form
include any documents that are relevant with your complaint
— Send the complaints form and documents to complaints@oisc.gov.uk or by post to the address on the form.
1The Office of the Immigration Services Commissioner (OISC) regulates immigration advisers and makes sure they meet certain standards
The Office of the Immigration Services Commissioner
5th Floor, 21 Bloomsbury Street
London, WC1B 3HF, United Kingdom
