If you are not happy with any aspect of the advice or service you have received please contact Jenny Harvey who will do her best to resolve things for you. You can contact her by e-mail on info@jennyharveyimmigration.co.uk or by post to PO BOX 910 Oxford OX1 9QW. If you prefer to talk about it on the telephone please call 01865 608328 or, if you would rather speak to Jenny in person, a meeting can be arranged. There will be no charge for dealing with your complaint.

Your complaint will be acknowledged as soon as possible and whenever possible within 3 working days. Your complaint will then be looked into and a detailed response provided, generally within 4 weeks from receipt of the complaint. If for any reason Jenny cannot respond fully within that time she will let you know and will tell you why. Responses will usually be provided in writing unless you ask for this not to be the case.

If, once you have received the detailed response you are still unhappy, you can contact the office of the Legal Ombudsman at PO Box 6806 Wolverhampton WV19WJ/Telephone number 03005550333/enquiries@legalombudsman.org.uk. (The Legal Ombudsman only accepts complaints from individuals and small businesses plus charities and associations.)

You must raise any issue with the Legal Ombudsman’s office within 6 months of the detailed response to your complaint. The time limit for the Ombudsman accepting a complaint is six years from the date of the act or omission or three years from when you should have known about the complaint.

You also have the right to complain about or challenge the bill by applying for an assessment of the bill under Part 111 of the Solicitors Act 1974 though the Legal Ombudsman may not consider a complaint about the bill if you have applied to the court for assessment of the bill.

Please ask Jenny for clarification of the above if you need to.