Complaints Procedure

Our Commitment

We take all complaints seriously. If you feel that the service you have received from ZAM Law Associates has fallen below the standard you are entitled to expect, this procedure sets out the steps you can take to raise your concerns and how we will deal with them.

All complaints are handled confidentially and in accordance with the Immigration Advice Authority (IAA) Code of Standards.

Stage 1 — Raise Your Concern with Your Adviser

In the first instance, please raise your concern directly with the member of staff handling your case. Many issues can be resolved quickly by clear communication. You can do this by:

• ▸Calling us on 01274 082305
• ▸Emailing helpdeskzamlawassociates@gmail.com
• ▸Writing to us at 51 Killinghall Road, Bradford, West Yorkshire, BD3 8DN

Stage 2 — Formal Complaint to the Principal Adviser

If your concern is not resolved at Stage 1, or if you would prefer to raise your complaint directly with a senior member of the firm, you may make a formal complaint in writing to our Principal Adviser:

Please set out in writing the nature of your complaint, the dates of the events you are complaining about, and the outcome you are seeking. We aim to:

1. Acknowledge your complaint in writing within 5 working days of receipt
2. Fully investigate the complaint, including reviewing all relevant correspondence and file notes
3. Provide a written response within 21 working days of acknowledgement, setting out our findings and any proposed resolution
4. If we need more time to investigate, we will contact you to explain why and provide a revised timescale

Stage 3 — Escalation to the Immigration Advice Authority (IAA)

If you remain dissatisfied after completing our internal complaints procedure, or if we fail to respond within the timeframes set out above, you may escalate your complaint to the Immigration Advice Authority (IAA), which is the statutory regulator for immigration advisers in the UK.

Financial Complaints

If your complaint relates to our fees or financial conduct, please raise this in writing at Stage 2 above. We will review all billing records and provide a clear explanation of all charges applied.

Record-Keeping

We keep a written record of all formal complaints received, the outcome of each complaint, and any learning points identified. This record is reviewed periodically to improve our service.

Our Commitment to Improvement

We view complaints as an opportunity to learn and improve. We treat all complainants fairly and with respect, and we will not treat you less favourably in future because you have raised a complaint.

This procedure was last reviewed in 2025. ZAM Law Associates is regulated by the Immigration Advice Authority, registration number F200900190.