RAD Legal Services Complaints Procedure
Information for Clients

1. In the first instance, if you feel you are not getting good service or prompt replies, or you do not understand what your caseworker has told you or is doing for you, we suggest you make an appointment to see your caseworker about it. It may be that the matter can be sorted out between yourselves.

2. If you cannot talk to your caseworker about it or are still unhappy ask to speak to another member of staff who will try to help.

3. Having tried these remedies, if you are still not satisfied, you may make a formal complaint to the Legal Services Manager who is in charge of the discipline of staff. Write to:

Rob Wilks
Legal Services Manager
RAD Legal Services
British Sign Language Cultural Centre
47 Newport Road
Cardiff CF24 0AD
Email: rob.wilks@royaldeaf.org.uk
Fax: 07092 098568

explaining your complaint, and giving your full name and address.

Mark the envelope PRIVATE. If possible say what action you would like them to take.

4. Your complaint will be treated seriously and confidentially. It will be thoroughly investigated and you will have an opportunity to discuss the matter with the Legal Services Supervisor personally. You will be informed of the outcome of the investigation, and full reasons for any decision will be sent to you in writing.

5. In addition to our internal complaints procedure, if your complaint is about a solicitor within RAD Legal Services, you may at any time write to:

Legal Complaints Service
Victoria Court
8, Dormer Place
Leamington Spa
Warwickshire CV32 5AE
Tel: 0845 608 6565

If possible give a daytime telephone number so that a member of their staff can contact you.

6. RAD has an OISC Exemption to provide immigration advice at Level 1. If you have received immigration advice or if you are aware of any immigration advice that has been given to any individual and you are not happy with any aspect of the service provided, you can complain to the OISC directly.

The OISC Complaints Form can be downloaded from here. This form can either be printed out for completion later or you can complete it on screen, then print, sign and date it.

Please return your completed form to the OISC at:

Office of the Immigration Services Commissioner
Complaints Team
5th Floor
53 Tooley Street
London SE1 2QN

7. If you are still not happy, you will need to follow RAD’s Complaints Policy, which can be found here.