Email a complaint
visa.applications.appeals@gmail.com
Client information
Complaints Information
How to raise a concern, what LIVIS will do and when an external organisation may be able to help.
Effective 26 August 202601
Raise a concern
How to make a complaint
Email visa.applications.appeals@gmail.com with “Complaint” in the subject line, or message +44 7377 872490 on WhatsApp and say that you want the concern recorded as a complaint. Samira Harti is the LIVIS complaints contact.
Please give your name and preferred contact details, any reference you have, what happened and when, how it affected you and what outcome you would like. Do not send original documents. Making a complaint is free and will not reduce the standard of service you receive.
Message on WhatsApp
+44 7377 872490
You may complain in English, Arabic or French. If you need another reasonable adjustment, an alternative format or help to put the complaint in writing, tell us when you make contact. A complaint does not pause an immigration, appeal, review or court deadline.
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Review process
What happens next
Acknowledgement
We aim to acknowledge the complaint within three working days, confirm what will be investigated and ask for any information that is genuinely needed.
Investigation
The complaint and relevant file will be reviewed fairly and confidentially. Where possible, a complaint about the person handling the matter will be reviewed by another appropriate person or the regulated service provider responsible for it. We will keep you updated if the review takes longer than expected.
Written outcome
We aim to provide a reasoned response and any proposed remedy within 15 working days. A final response will be issued as soon as possible and no later than eight weeks after receipt, with any external route that applies.
Complaint records are kept securely and only shared with those needed to investigate, provide a remedy, meet a legal or regulatory duty or respond to an external reviewer.
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Regulated legal services
Legal Ombudsman and SRA routes
If your client-care letter says that an SRA-regulated firm provided the legal service, follow that firm’s complaints procedure first. An eligible complainant may then ask the Legal Ombudsman to review poor service after the firm’s final response or after eight weeks without a final response. Generally, the complaint must reach the Ombudsman within one year of the problem, or of when you became aware of it, and within six months of the final response.
The Solicitors Regulation Authority (SRA) deals with serious or repeated professional-conduct concerns, not ordinary poor-service complaints or compensation. The Legal Ombudsman and SRA decide whether a matter is within their jurisdiction. The client-care letter and final complaint response will identify the responsible provider and route that applies.
Legal Ombudsman
legalombudsman.org.uk · 0300 555 0333 · enquiries@legalombudsman.org.uk
Solicitors Regulation Authority
Guidance on reporting a solicitor or regulated firm
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Other concerns
Privacy, UKVI and immigration advisers
For a concern about personal information, complain to LIVIS first. We will acknowledge a data-protection complaint within 30 days, investigate it, keep you updated without undue delay and explain the outcome. You may also complain to the Information Commissioner’s Office.
A complaint about UKVI or Home Office service must be sent to UKVI. It is not an appeal or administrative review and does not protect a deadline. The Immigration Advice Authority (IAA) accepts complaints about regulated advisers and people providing immigration advice unlawfully. Each external body decides whether it can consider a complaint.
Information Commissioner’s Office
Data-protection complaints · 0303 123 1113
UKVI complaints
Complaints about UK Visas and Immigration service or conduct
Immigration Advice Authority
Complaints about an immigration adviser
These routes do not remove any rights under consumer law, a service agreement or the right to seek independent legal advice. If no external scheme has jurisdiction over a direct LIVIS support service, the final response will say so clearly.
Start a conversation
Tell us where you are in your journey.
Contact LIVIS by WhatsApp or email to discuss the type of UK visa or immigration support you are looking for.