REFUGEE AND MIGRANT JUSTICE

COMPLAINTS PROCEDURE

If you are dissatisfied with any service you have received from Refugee and Migrant Justice (RMJ) you are able to make a complaint. Any complaint will be fully investigated. This complaints procedure covers dissatisfaction with our services and is available to our clients, and organisations with which we have dealings.

 

1. Complaints received by telephone, letter, email or on a form provided for this purpose will in all cases be referred to the Chief Executives Office. The Chief Executive will ensure the complaint is investigated by the appropriate manager and advise the senior manager responsible for the service that a complaint has been made.

2. The manager investigating will write to you within 5 working days of receiving your complaint and tell you how the complaint will be investigated.

3. The manager responsible will then investigate the complaint and normally respond to you within 14 working days from the first letter. If the investigation is going to take longer, then you will be advised in writing about how long the investigation is expected to take.

4. If you are not satisfied with the reply you receive, you should advise the Chief Executive who will ask the appropriate senior manager to review the findings. If necessary, the senior manager will meet with you but whatever happens he or she will respond within 14 working days. The outcome of all complaints will be notified to the Chief Executive.

5. If you remain dissatisfied you can request that the Chief Executive review the complaint. The Chief Executive will respond within 14 working days and the decision will be final.

6. Any complaints about the Chief Executive should be made directly to the Chair of the Board of Trustees.

7. As Refugee and Migrant Justice are regulated by the OISC you may also address your complaint to The Office of the Immigration Services Commissioner, Complaints Team,5th Floor, Counting House, 53 Tooley Street, London SE1 2QN

 Exceptions to this Complaints Procedure

A Client complaint against a decision that we cannot represent them at their immigration appeal hearing should be made direct to the Legal Services Commission. Details of the appropriate procedure will be given to all clients who are given such decisions.

If we are assisting you under a public funding certificate and have refused to continue to represent you, you have the right to seek a review of our decision either directly with us or with the Legal Services Commission. If this applies in your case, we can advise you of the procedures.