Complaints Procedure

Client Complaints Procedure

MEPCO UK Limited strives to provide a first class, reliable and efficient service to all of our clients. Complaints are the key to monitoring our service and wherever possible, we seek to take action to rectify all client grievances and prevent recurrence of any problems identified by a client. We define a complaint as any expression of dissatisfaction, whether oral or written, and whether justified or not, about a service or activity provided by MEPCO UK Limited. MEPCO UK Limited has a standard Complaints Handling Procedure in place in accordance with the Commissioner's Code of Standards. As per this procedure, any client of MEPCO UK Limited can submit the written complaint to us if he/she is not happy with the services or the standard of the services provided or any other aspect that was connected to our service. If the client has a complaint against a specific Advisor or Advisor's behaviour or knowledge, the client can either submit the written complaint to us or the client can fill the Clients Complaint Procedural Form attached with this letter and return it to us. MEPCO UK Limited will acknowledge the receipt of the complaint as soon as it’s received and begin an investigation (if necessary) on the grievance. MEPCO UK Limited aims to conclude action on any complaints within 4 weeks from the date of receipt of the complaint and will take every possible step to redress the complaint and inform the client about the steps taken in relation to resolving the grievance. Mepco UK Limited is regulated by the Office of the Immigration Services Commissioner (OISC). If the client is not satisfied with the outcome of the complaint procedure or if they do not wish to complain directly to Mepco UK Limited, a complaint may be, at any time, made to the Commissioner directly to the OISC at the following Address:

Office of the Immigrations Services Commissioner
5th Floor, counting House
53 Tooley Street
London SE1 2QN
Tel: 0845 000 046
www.oisc.gov.uk