Complaint Procedure

Last updated: 16 August 2026. We keep this procedure under review; the version published here is the one in force.

How to make a complaint

Please raise your complaint with us first. You can do this:

• by email to info@ensconsulting.co.uk;
• by phone on 07508 156554; or
• by post to ENS Consulting Ltd, 17A Sweeting Street, Liverpool.

It helps if you put your complaint in writing where you can.

What to include

• your name and how to contact you;
• your matter reference, if you have one;
• what has gone wrong, with dates and details; and
• what you would like us to do to put it right.

How we will handle your complaint

We take every complaint seriously and will not treat you less favourably for making one. We will acknowledge your complaint within 5 working days, look into it fairly, and give you a full written response normally within 20 working days. If the complaint cannot reasonably be investigated and concluded within 20 working days, we will inform you of the reason for the delay and give an indication of when you can expect a full response. Complaints are investigated fairly and, where reasonably practicable, by a person who was not directly responsible for the matter complained about. Nothing in our internal complaints procedure prevents you from making a complaint directly to the Immigration Advice Authority where you are entitled to do so.

If you are still not satisfied — the Immigration Advice Authority

ENS Consulting Ltd is regulated by the Immigration Advice Authority (IAA), the statutory regulator of immigration advisers (registration F202331709). If we cannot resolve your complaint, or you are unhappy with our response, you have the right to complain to the IAA about the service you received.

You can complain to the IAA about matters including poor immigration advice or service, unreasonable fees, work charged for but not carried out, missed deadlines, and other concerns relating to regulated immigration advice or services. A complaint should normally be made within 12 months of you first becoming aware of the matter complained about; the IAA may decide whether to investigate a complaint made outside that period, depending on the circumstances.

The easiest way to complain is to complete the IAA complaint form and provide any relevant supporting documents. Complaints can be submitted through the IAA's online route, or by email or post:

• Email: complaints@immigrationadviceauthority.gov.uk
• Telephone: 0345 000 0046
• Post: Immigration Advice Authority, Complaints Team, PO Box 567, Dartford, DA1 9XW

The current complaint form and further guidance are available through the Immigration Advice Authority pages on GOV.UK. Making a complaint to us does not remove any right you have to complain directly to the Immigration Advice Authority.

Complaints about your personal data

If your concern is about how we handle your personal data, please see our Privacy Policy. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk.