LIAC SUMMARY OF TERMS AND CONDITIONS OF SERVICE:

LIAC is committed to providing an independent and confidential services to all our clients, without regard to their race, colours, ethnic origin, national origin, sex, sexual orientation, religion or beliefs, age or disability. We want to make sure that our clients are satisfied with the assistance we give to them and the way they are treated during the course of their retentions.

1.1 Visiting our Office for Advice and or Service:

All our clients and prospective clients wishing to receive immigration advice and services must book their appointments in advance before turning up at our office. Please note that we do not have provisions for client or prospective client who turn up without a valid appointment. Such client or prospective client will not be seen by an adviser. For professional conduct reasons, we reserve the right not to attend to your advice and or service request on the day of your appointment.

1.2 Online Appointment Notice:

Online appointment is subject to re-confirmation by LIAC before it can be deem valid, if we have not contacted you within 48HRS of your online reservation. You must then contact us by Telephone quoting your allocated reference number. Not all appointments made online will be attended to by us.

1.3 LIAC responsibilities during our course of engagement on matter:

We will endeavour to do the followings:

• Find out from the start what you are hoping to achieve, and make sure that your expectations are realistic; Tell you who will be handling your case at each stage;
• Explain things in a way that is clear to you and agree with you the type of service you can expect to receive from us;
• Be considerate in our dealings with you and put your interests first in all our dealings;
• Keep what you tell us confidential, other than in those exceptional circumstances when required to do so by law and only with proper authority, and refuse to act for anyone else if doing so would compromise that confidentiality.
• Explain any costs involved with your immigration matter and subsequently provide you with a clear bill which shows what the fees will cover.

1.3(a) WHAT WE EXPECT FROM EACH OTHER:

Working in your best interest by:

• arriving on time for appointments unless unavoidably detained and we expect you to do the same;
• treating you with respect and politeness and we expect you to do the same;
• We shall provide you with correct and absolute information including timely updates such as changes of address and circumstance concerning our business and we expect you to do the same.

1.4 LIAC standards of service:

• After your first meeting with us we will write to you within one week of the meeting. This includes sending out a client care letter which explain our terms and conditions of our services to you as a client.
• If you write to us: We will reply to or acknowledge your letter within five working days of receiving it. You will receive a full reply within eighteen working days or a letter explaining why there may be a delay and when you can expect a full reply.
• If you telephone us: We will answer your questions as fully and helpfully as possible but in your own interests we may be unable to provide you with full advice without first seeing relevant documents. If you leave a message we will do our very best to call you back within 48 hours if you are a client with retention.
• If you visit us by appointment: Reception staff will immediately call the immigration adviser concerned and you will not be kept waiting for more than fifteen minutes, subject to delays caused by other interviews.

If you seek help with an application to the immigration authorities: You will be advised on your case by a trained immigration adviser on what documents to submit and the likelihood of success and provide you with whatever assistance LIAC can offer with the application. If you were taken under Option 3 Service fee scale, you will be entitled to the following immigration support:-

• Provision of Required List of Supporting Documents that are necessary to support your proposed immigration application.
• Collation of your supporting documents and Review in accordance with the prevailing UK immigration rules before your application submission date.
• Advising you about the strength and weakness of your supporting documents including witness statements and how this may impact your proposed immigration application and what step/s is/are necessary to strengthen the weakness of your immigration case.
• We will provide you with our representative covering letter with your immigration application to the UKVI / Home Office. Our covering letter will explain the basis upon which we believe you are eligible to make a claim on the chosen immigration application form and why you should be granted your request. Our representative covering letter will also analyze the relevant immigration law and how this applies to the material fact of your immigration case.
• We will provide you with successive free relevant immigration advice and assistance after your case has been lodged with the Home Office until a decision is reached on your immigration application.
• We may liaise with third party in order to obtain further supporting evidence. This may include expert witness, medical expert, and country expert if this is necessary.
• We shall request for an update on your behalf in case your application failed to be decided within UKVI Standard Decision Time.
• We may provide you with an immigration status confirmation letter in case you need to proof your employment eligibility while your original passport has been sent in support of your immigration application to the UKVI for processing.
• Client's Account Closure Post Decision / Termination of Retention with us under Option 3: If your engagement with us comes to an end; you will be notified accordingly and all original copies of documents relating to your account will be returned back to you and it is your responsibility to verify all original documents upon delivery. However, copies of all documents relating to your account shall be stored for maximum of six years before they are destroyed.
• Retrieval of Copies of Documents Post Account Closure under Option 3: If you make a request to us under the Data Protection Act to have all documents relating to your account transferred to you after your account closure. LIAC shall try it best to action your request within reasonable time from the date we receive such request. You are also required to provide your client account reference and full personal details to us in order to help us trace your record. LIAC normally charges fee for documents retrieval from its archive and once your document is delivered to you, our obligation would be fulfilled under the Data Protection Act. Further request relating to the same issue will not be tolerated by us.

Please note that further details are also contained on our website for your guidance. Most importantly however, we do not guarantee success to our clients. The success of your case is dependent on your ability to provide credible evidence that we ask from you in support of your application through our client care letter after your Client’s account has been setup. The documents to enhance your chance of making a successful application will be listed in our Required List of Documents.

As a law firm, our promise to all our clients and prospective client is to provide them with an accessible, transparent and competent tailor made legal support at a fraction of high street law firms cost in each individual circumstance following their initial immigration assessment at our centre.

1.5 LIAC Complaints Procedure:

We are confident that we will give client a high quality service in all respects. When something goes wrong we need client to tell us about it. It may be given orally or in writing. This will help us to maintain our standards. It is our goal to provide a high quality service to all our clients. If you are unhappy with any aspect of our services, please do not hesitate to contact your case handler in person at our office or in writing or by telephone or by an email at complaint@leedsimmigrationadvicecentre.com we will endeavour to address your concerns in writing within 48 hours.

If the situation can be resolved, our relation will continue. However, if the situation cannot be resolved and in the event that we both cannot work together any more, we will have no hesitation than to refer you to an OISC immigration advisor or immigration solicitor who is competent to handle the case within five working days that your file is closed. We do not accept any fee for such referrals.

Alternatively, you can make your complain directly to the OISC, who regulated this organization, by completing the OISC complaint’s form. This form is available in a range of languages on the website at www.oisc.gov.uk or office of any regulated adviser or community advice organizations. You can also make your complain in person to the OISC office, on 5th Floor, 21 Bloomsbury Street, London WC1B 3HF or by email at info@oisc.gov.uk.

In addition, you can make your complain directly to the CILEx Regulation regarding allocated case lawyer's conduct. Complain can be sent to The Chartered Institute of Legal Executive, Kempston Manor, Kempston Bedford MK42 7AB or by email at info@cilexregulation.org.uk

1.6 WARNINGS AND POLITE NOTICE AGAINST UNREASONABLE BEHAVIOUR DURING YOUR COURSE OF DEALING WITH US:

The Crime and Disorder Act (1998) defines anti-social behaviour (ASB) as “acting in a manner that causes or is likely to cause harassment, alarm or distress to one or more persons not of the same household as (the complainant)”.

It is therefore LIAC policy that we do not expect our clients or prospective clients to engaged in the following conducts towards our staffs during their course of dealing with us:-

• Noise nuisance towards our staffs
• Harassment towards our staffs
• Alcohol abuse during your visit to our office
• Racist and hate incidents towards our staffs
• Violence behaviour towards our staffs
• Littering during your visit to our office

1.6 (b) NOTE:

We shall ask such client or prospective client to disengage from such behaviour and if after been warned and you persist in doing the same or kinds; we shall terminate our session with you and ask you to leave our premise until when such behaviour is remedied.

Also, where our staff considers the incident or the pattern of behaviours serious enough, we shall terminate your consultation / interview session and subsequently ask you to leave our premise until when such behaviour is remedied.

NOTE:

Details of our terms and condition of service shall be sent to you via our client care letter upon you appointing us to represent you in your immigration matter.