Home / Complaints Procedure
Complaints Procedure
This page explains how MichelleBelle will accept, record, investigate and resolve complaints made about its services.
Based on the MichelleBelle complaints procedure. Last reviewed: August 2026.
Standards of service
MichelleBelle aims to provide all its clients with the highest standards of service and client care. If we fail to provide this to you, we need you to inform us so we can try to resolve any problems. We will also learn from them so that we can improve our service.
How to make a complaint
MichelleBelle will always try to provide you with an opportunity to tell us of your concerns and will work with you to try to resolve them.
If you are not satisfied with any aspect of our service you may initially want to discuss this with your adviser, to see if the matter can be resolved quickly.
If you have spoken to your adviser, or if you do not wish to discuss your concerns with them, you may wish to make a formal complaint. You can make your complaint either verbally or in writing to the Complaints Manager at MichelleBelle.
The Complaints Manager can be contacted at Thurrock Centre For Business, Old Courthouse, Orsett Road, Grays, England, RM17 5DD, by telephone on +44 208 124 1215, or by email at info@michelle-belle.com. The Complaints Manager is responsible for handling complaints in relation to immigration advice and services provided by MichelleBelle.
Email info@michelle-belle.comWhat happens next
The Complaints Manager will acknowledge your complaint within 5 working days of receiving it.
MichelleBelle will investigate and provide you with a response to your complaint within 20 working days of our receipt of your complaint. If we have to change the timescale for any reason, we will let you know and explain why.
MichelleBelle 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 our response to your complaint.
How we investigate
The Complaints Manager will ask the adviser working on your case to provide their response to your complaint.
The Complaints Manager will consider the adviser’s response, the information provided in the complaint and any other relevant material, such as the contents of your case file.
The Complaints Manager will then prepare a written response, which will be sent to you. This response will set out the findings of the complaint investigation as well as any suggestions for resolving the matter.
If you consider taking legal action against MichelleBelle, we confirm we have Professional Indemnity Insurance to meet any relevant claims.
Complaining to the regulator
If you are not satisfied with our response to your complaint, or if you do not wish to complain directly to MichelleBelle, you may at any time complain directly to the Immigration Advice Authority (IAA).
The IAA publishes its complaints process, the information it needs and its current contact details on GOV.UK.
Complain about an adviser on GOV.UKComplaint resolution
We aim to resolve all complaints to your full satisfaction, but accept that sometimes this is not possible.
If we decide in your favour we will always provide you with a written apology for any errors we have made, and where appropriate offer a discount to your fee.
If, however, you feel that you do not wish to continue using our services, we will always assist you in finding an alternative IAA approved immigration adviser.
What this procedure does not cover
A complaint is not a means of challenging a Home Office decision. If you are unhappy with the outcome of an application rather than with our service, the available options are those provided by the immigration system, and we can advise you on them separately.