At 2 Flags Visa Services, we are committed to delivering professional, supportive, and client-focused immigration services. Our goal is to ensure that the service you receive meets your expectations and is provided with honesty, integrity, and in your best interests. If at any point you feel we are not meeting these standards, we encourage you to let us know immediately, so we can address the issue promptly.

Who can complain?
We believe in transparency and welcome feedback from anyone, not just clients. If you are a beneficiary, third party, potential client, professional contact, or supplier, you have the right to raise concerns about our service.

What to do if you are dissatisfied
If you are unhappy with any aspect of our service, we encourage you to let us know as soon as possible. You can share your concerns verbally while working with us or by contacting us via email. Typically, the best first step is to raise the issue with the person managing your case, whose contact details are:

Natalie Taylor

E: info@2flags.co.uk
T: 07982 375010

We take informal expressions of dissatisfaction seriously. Even if your concern seems minor, we will actively listen and work to resolve it quickly, aiming to prevent any escalation.

How we will respond
Once we receive your complaint, we will acknowledge it within two working days, using the same method by which you reached out (e.g., email, phone). 

Our acknowledgment will include:

• Confirmation of who is handling your complaint.
• A summary of your concerns.
• Any request for further information, if needed, to understand the issue better.
• If necessary, we may arrange a meeting to fully explore the details of your complaint before beginning a formal investigation. This ensures that we have all the information needed to resolve your concern properly.

2 Flags Visa Services will keep details of your complaint in a central register. We will also create a separate file or section in your case file in order to record details of the complaint, our investigation and 2 Flags Visa Services’ response to your complaint.

Our investigation process
We will investigate your complaint as quickly as possible. The person managing your case will be asked to provide a response, and we may contact you directly for further clarification or discussion. Our aim is to ensure that we address the root cause of the problem in a fair and transparent manner.

Within 15 working days, we will provide you with:

• A summary of our findings.
• Any proposed solutions or steps to resolve the issue.
• Where appropriate, an offer of redress or adjustments to improve our procedures.

If we are unable to meet the 15-working-day deadline, we will inform you in writing, explain the reason for the delay, and let you know when you can expect a full response.

If you are still dissatisfied
If you are unhappy with the outcome of our investigation, you may request a review of the decision. To do this, please reply to our letter or email, outlining why you are still dissatisfied. Send your request for a review within 15 working days of receiving our findings.

Within 15 working days of receiving your request, we will provide you with the results of the review. We will continue to work closely with you throughout the process to ensure your complaint is fully considered and that a fair and final decision is reached.

Escalating your complaint
Please note that if you are not satisfied with our response to your complaint or if you do not wish to complain directly to 2 Flags Visa Services, you may at any time complain directly to the Immigration Advice Authority (IAA).

The IAA can be contacted at:

Immigration Advice Authority
PO Box 567
Dartford
DA1 9XW
United Kingdom

Telephone: 0345 000 0046