Complaints Procedure

1. Our Commitment to Clients

Temple & Green Ltd is committed to providing a high standard of service and client care at all times. If you are unhappy with any part of our service, we want to hear from you so we can resolve the issue promptly and improve our service quality. We take all complaints seriously, whether made verbally or in writing.

2. How to Make a Complaint

If you are not satisfied with any aspect of our service, you may:

Step 1 – Informal Resolution

You may first raise your concerns with your adviser. Many issues can be resolved quickly at this stage.

Step 2 – Formal Complaint

If the matter cannot be resolved informally, or you prefer not to discuss it with your adviser, you may make a formal complaint by contacting:
Email: info@temple-green.co.uk
Telephone: 01304 262349
Address: 38 Innovation Way, Discovery Park, Sandwich, CT13 9FF

3. What Happens Next

  • We will acknowledge receipt of your complaint within 5 business days.

  • We will investigate your complaint and aim to provide a full written response within 28 business days.

  • If additional time is required, we will inform you and explain the reason for the delay.

We will keep a record of your complaint and the steps taken to resolve it in our central complaints register.

4. How Your Complaint Will Be Investigated

Your complaint will be handled as follows:

  1. The Complaints Officer will review the details of your complaint.

  2. The adviser involved may be asked to provide their response.

  3. Relevant documents, records, and your case file will be reviewed.

  4. You will receive a written response setting out:

    • The findings of the investigation

    • Any action taken

    • Any proposed resolution

Where appropriate, we will take steps to correct any issues and improve our service.

5. If You Are Not Satisfied

If you are not satisfied with our response, or if you do not wish to complain directly to us, you have the right to complain to the Immigration Advice Authority (IAA) at any time. Further information on how to complain directly to the IAA is provided below:

Immigration Advice Authority (IAA)
Complaints Team
5th Floor
21 Bloomsbury Street
London
WC1B 3HF

Website: www.gov.uk/iaa

 6. Our Responsibilities

  • All complaints are taken seriously and handled fairly.

  • Verbal and written complaints are treated equally.

  • Complaints are recorded and reviewed to help improve our services.

  • Where a complaint is upheld, we will take appropriate remedial action.

  • If a matter cannot be resolved and the working relationship cannot continue, we may assist in referring the client to another adviser where appropriate.

7. Professional Standards

Temple & Green Ltd maintains professional standards in line with regulatory requirements and uses feedback and complaints as part of our ongoing service improvement process.