Client Agreement

Client Care Letter

Before we can proceed with your matters, we require you to sign and return this client care letter at your earliest convenience. By signing this client care letter, you indicate your acceptance of the contents and confirmation so we can proceed with your case.

You have instructed us to represent you (and/or your dependents) in relation to your UK visa application, which may include a Skilled Worker Visa or Dependent Visa.

We are regulated by the Immigration Advice Authority (IAA) and are authorised to provide immigration advice and services at Level 1 in the category of Immigration.
Our registration number is F202432152.

Our Responsibilities and How We Work

One of the main purposes of this letter is to explain how we operate. An Immigration Adviser will be responsible for managing your case. Our Immigration team is led by Roxana Duta, and you will be provided with the contact details of the specific team member assigned to handle your matter. I am also available to arrange any meetings/consultations on request; however, during bus periods, that may not always be possible. We will keep you informed of the progress of your case and any developments as and when they arise. 15 minutes of call time are included in this support, any additional time must be paid for. We will inform you of any costs before they are incurred.

All queries will be responded to within 1 working day, and document reviews will be carried out with feedback given within 2 working days.

The address for Lifted is 9th Floor, 107 Cheapside, London, EC2V 6DN . Our meetings will be held via Telephone/Online.

We will provide you with Immigration Advice within our level of IAA authorisation (Level 1) and in line with the current Immigration Rules and always act in your best interests, in accordance with our duties under the IAA Code. We will treat all your information under the UK GDPR and Data Protection Act 2018. Any files you share with us to aid any applications or reports will be stored securely and confidentially. Your information will only be disclosed as required by law or with your express permission.

Your Responsibilities under this Agreement

You agree to:

Provide timely, full and accurate information and documentation as requested by us or the Home Office or any other official body.

Notify us of any changes to circumstances relevant to your case. Failure to cooperate may affect the outcome of your case and our ability to act for you.

Your File The IAA requires us to keep a copy of your case on file for up to 6 years after your case is closed. After this period, your file may be destroyed.

Professional Fees The fee payable for each application is £599 incl. VAT, and this payment must be made before we can work on your case.

Office Opening Times Please note we are open from 9:00 am to 5:30 pm during weekdays.

Duration of Instructions We will act in any matter on which we have accepted instruction from you until the matter is completed. We expect to receive all documents requested to progress in a timely manner, in any case within 1 week of the date requested.

Professional Indemnity Insurance The IAA requires us to have Professional Indemnity Insurance (PII). The purpose of PII is to cover any compensation we may need to pay to correct a mistake or to cover any legal costs due to negligence, misrepresentation and/or inaccurate advice which may cause, or contribute to, financial or other loss to you.

Complaints Procedure At Lifted Talent, we are committed to high-quality legal advice and client care. However, should you feel dissatisfied with any aspect of the service, you may kindly inform the undersigned and the complaint will be promptly looked into and an attempt will be made to rectify the situation to your satisfaction.

Verbal Complaints
● The organisation accepts that all verbal complaints, no matter how seemingly unimportant, must be taken seriously.
● Customer Support staff who receive a verbal complaint are expected to seek to solve the problem immediately.
● If they cannot solve the problem immediately, they should offer to involve their line manager in finding a resolution.
● Staff are expected to remain polite, courteous, sympathetic and professional to the complainant. They are taught that there is nothing to be gained by adopting a defensive or aggressive attitude.
● At all times in responding to the complaint, staff are encouraged to remain calm and respectful.
● Staff should not make excuses or apportion blame.
● After understanding the problem, the manager or member of staff dealing with the complaint will suggest a means of resolving it. If this course of action is acceptable then the member of staff should clarify the agreement with the complainant and agree on a communication method for the resolution of that complaint (i.e. through another meeting or by letter).

Serious or Written Complaints

Preliminary steps:
● When we receive a written complaint it is passed to the VP of Operations and recorded in the complaints log. Written acknowledgement of the complaint is sent to the complainant within 5 working days.
● The person responding to the complaint will also include the complaints policy for reference.
● If the complaint raises potentially serious matters, advice could be sought from a legal advisor. If legal action is taken at this stage, any investigation by the organisation under the complaint’s procedure ceases immediately.

Investigation of the complaint by the organisation:
● Immediately on receipt of the complaint, the VP of Operations will start an investigation and within 14 days should be in a position to provide a full explanation to the complainant, either in writing or by arranging a meeting with the individuals concerned.
● If the issues are too complex for the investigation to be completed within 28 days, the complainant will be informed of any delays.
● Where the complaint cannot be resolved between the parties, an arbitration service will be used. This service and its findings will be final to both parties. The cost of this will be borne by the organisation.

Meeting:
● If a meeting is arranged, the complainant will be advised that they may, if so desired, bring a friend, relative or a representative such as an advocate.
● At the meeting a detailed explanation of the investigation will be given, in addition to an apology if deemed appropriate (an apology is not necessarily an admission of liability).
● Such a meeting gives our management team the opportunity to show the complainant that the matter has been taken seriously and investigated thoroughly.

Follow-up action:
● After the meeting, or if the complainant does not want a meeting, a written account of the investigation will be sent to the complainant. This includes details of how to approach the Immigration Advice Authority if the complainant is not satisfied with the outcome.
● The outcomes of the investigation and the meeting are recorded in the complaints log, and any shortcomings in company procedures will be identified and acted upon.
● The company management formally reviews all complaints at least every six months as part of its quality monitoring and improvement procedures to identify the lessons learned.

If we are unable to resolve your complaint to your satisfaction or you wish to pursue your complaint through other channels, you are entitled to contact the IAA at any time. Their contact details are:

Address: The Immigration Advice Authority Complaints Team (IAA), PO Box 567, Dartford, DA1 9XW
Email: complaints@immigrationadviceauthority.gov.uk
Telephone: 0345 000 0046

The IAA is the public body responsible for regulating immigration advice and services within the UK. The IAA may review your case as part of its regulatory role.

By signing and returning this client care letter, you confirm that you have read, understood, and agree to the contents of this letter, including the scope of our services, our respective responsibilities, and the terms under which we will act for you. You also confirm that you wish us to proceed with your case on this basis. If you have any questions about any part of this letter, please raise them with us before signing, and we will be happy to clarify.

Yours sincerely,
Roxana Duta
Immigration Adviser
Lifted

Better Home Care Services Limited, Trading as Lifted

www.lifted-talent.com | support@lifted-talent.com

Regulated by the Immigration Advice Authority (F202432152)