1. Our Commitment

We aim to:

• provide a high standard of service at all times;
• listen to and understand your concerns;
• investigate complaints fairly and objectively;
• treat complainants with courtesy and respect;
• identify lessons learned and improve our services where appropriate; and
• resolve complaints as quickly as reasonably possible.

2. Informal Resolution

We understand that many concerns arise from misunderstandings, missing information or administrative matters which can often be resolved quickly.

Accordingly, we humbly request that, in the first instance, you contact us directly through one of the following methods:

• Email: info@evisaportal.uk
• WhatsApp;
• Telephone; or
• any communication channel through which we have been corresponding with you.

We aim to acknowledge and resolve most concerns within five (5) working days.

3. Formal Complaints

If you remain dissatisfied after attempting informal resolution, you may submit a formal complaint to our Complaints Department.

Email: complaints@evisaportal.uk

Please provide, where possible:

• your full name;
• application reference number or order number;
• the name of the adviser or Partner Firm dealing with your matter (if known);
• details of your complaint;
• copies of any supporting evidence; and
• the outcome or resolution you are seeking.

4. Acknowledgement of Complaints

We aim to acknowledge receipt of formal complaints within five (5) working days.

The acknowledgement may:

• confirm receipt;
• request additional information;
• identify the Partner Firm responsible for investigating the complaint; and
• explain the next steps in the process.

5. Investigation Process

Upon receipt of a formal complaint, we shall:

• review the issues raised carefully;
• examine relevant records and communications;
• consider supporting documentation;
• seek clarification where necessary;
• provide the relevant adviser or Partner Firm with an opportunity to respond; and
• investigate the matter fairly, independently and objectively.

Where appropriate, complaints may be allocated to a senior member of staff or a person not directly involved in the original matter.

6. Response Times

We aim to provide a substantive written response within 14 calendar days of receiving all relevant information.

If the matter is particularly complex and additional time is required, we shall keep you informed of the progress of the investigation and provide an updated timeframe.

7. Possible Outcomes

Following investigation, we may:

• explain our findings;
• apologise where appropriate;
• clarify misunderstandings;
• take corrective action;
• review and improve internal procedures;
• provide further assistance;
• offer an appropriate remedy where justified; or
• reject the complaint where it is not upheld.

Each complaint shall be considered on its own facts and circumstances.

9. Abusive or Unreasonable Behaviour

We understand that making a complaint can be stressful.

However, we reserve the right to limit or discontinue communications where a complainant engages in behaviour that is:

• abusive;
• threatening;
• discriminatory;
• harassing;
• offensive; or
• unreasonably excessive.

This shall not affect the fair consideration of the complaint itself.

10. Record Keeping

We may retain records relating to complaints for reasonable periods in order to:

• investigate concerns properly;
• comply with legal and regulatory obligations;
• improve our services;
• identify recurring issues; and
• defend potential legal claims.

Complaint records shall be handled in accordance with applicable data protection legislation.

11. Data Protection

Information provided as part of a complaint shall be processed in accordance with:

• the UK General Data Protection Regulation (UK GDPR);
• the Data Protection Act 2018; and
• other applicable data protection legislation.

Where necessary for the investigation of a complaint, information may be shared between Shams Britvisa Lawyers Ltd and the relevant Partner Firm.

12. Good Faith Resolution

Both parties agree to use reasonable efforts to resolve complaints amicably and in good faith before commencing legal proceedings.

Our objective is to resolve concerns fairly, maintain trust and continuously improve the quality of the services provided through eVisaPortal.uk.

13. Review of This Policy

We may amend this Complaints Policy from time to time to reflect changes in law, regulatory requirements, operational practices or improvements to our procedures.

The most recent version of this Policy will be published on eVisaPortal.uk.

Contact Details

• General Enquiries: info@evisaportal.uk
• Formal Complaints: complaints@evisaportal.uk

This Complaints Policy does not affect any statutory rights available to consumers under applicable law.