Complaints procedure
Source: gov.uk (2025-10-24)

How to complain about the Immigration Advice Authority (IAA) or its staff.

There is a separate page where you can complain to IAA about the service provided by your immigration adviser (https://www.gov.uk/complain-about-an-immigration-adviser).

If you provide immigration advice or services, and are dissatisfied with a decision we have made (e.g. a refusal to register), please follow the complaint procedure provided with that decision.

Complain about the IAA

If you think we have failed to provide a satisfactory standard of service, please let us know.

You should first try to sort out any problem by speaking to the person who initially dealt with you, possibly your caseworker. If they cannot help or you wish to talk to someone else, you can ask to speak to the person in charge of their team.

If this is not possible, or if you remain unhappy after discussing the matter with them, you should consider making a formal complaint.

Make a formal complaint about the IAA

You can complain in writing, either by letter or by submitting your complaint through our online Portal (https://portal.immigrationadviceauthority.gov.uk/s/complaints).

You can also complain by telephoning or emailing our head of human resources. If you complain by email, please include your full name and address.

The complaints against the IAA and/or staff procedural guidance (https://assets.publishing.service.gov.uk/media/5cf79474ed915d736df4cb55/Complaints_about_the_OISC_and_or_Staff_Procedural_Guidance_-_Version_6.0.pdf), provides you with further details.

As a remote organisation, post will take longer to reach us than email but we can be contacted at:

Immigration Advice Authority PO Box 567 Dartford DA1 9WX

The IAA is not responsible for granting visas, passports and is unable to intervene in visa decisions.

We take every complaint seriously, and aim to treat everyone who complains with courtesy and respect.

What happens next

We’ll acknowledge your complaint within 5 working days. In most cases you’ll receive a full written reply to your complaint within 4 weeks of us receiving it. If your complaint is complex and we cannot give you a full reply within this time limit, we will write to you explaining the reasons and where possible, a likely resolution date.

If your complaint is specifically against the Immigration Services Commissioner, Deputy Commissioner or our head of human resources, our Independent Reviewer will be asked to consider your complaint. The Reviewer will normally submit their findings and conclusions to us for comment within 8 weeks. You will receive the findings and conclusions along with our comments within 4 weeks of us receiving them.

If any part of your complaint is upheld, we will apologise and try to improve our service - for example, by reviewing procedures or arranging for staff training.

If you are still not satisfied

If you are not satisfied with our reply, you can ask the Commissioners to review it. The Commissioners’ review will not be a fresh investigation. The Commissioners will provide you with a full written reply within 4 weeks.

You can also ask your MP to refer the matter to the Parliamentary and Health Service Ombudsman (http://www.ombudsman.org.uk/).

Other comments

We welcome constructive comments and suggestions about our service. They help us to monitor and improve it.