Complaints procedure

Email [email protected] with “Complaint” in the subject, call 01733 834248, or write to Complaints, Novawize, 285A Lincoln Road, Peterborough, PE1 4NP. You can ask someone to contact us on your behalf; we may need to check their authority before discussing confidential details.

• Your name and preferred contact details.
• The service, provider or engagement reference, if known.
• What happened and the relevant dates.
• How it affected you and the outcome you would like.
• Copies of relevant correspondence, with unnecessary sensitive details removed.

Where practicable, a complaint is reviewed by someone who was not directly involved in the issue. If a separate provider is responsible, we explain the appropriate contact route rather than assuming that their complaint process is the same as ours. You will not be charged for making a complaint.

• We identify the responsible provider and confirm how your complaint will be handled.
• The reviewer considers the relevant correspondence, agreement and information, and may ask you to clarify what happened.
• We explain the findings, any action proposed and the reasons for the response.
• If a review takes longer than expected, we explain the delay and the next update.

If your concern is about personal information, please say so. We will acknowledge receipt within 30 days, make appropriate enquiries without undue delay, keep you informed of progress and communicate the outcome.

A data protection complaint is different from a request to access, correct or erase information. If your message includes both, we will address the relevant rights request as well. You may complain to the ICO; using our process does not remove that right.

For a complaint concerning an immigration adviser, contact the responsible adviser or organisation using the details in your engagement. You can also find the appropriate independent route through the Immigration Advice Authority (IAA). The route for a solicitor or another professionally regulated adviser may differ.

The IAA accepts complaints about its registered advisers and reports of unregulated immigration advice. Its remit and time limits apply; it does not itself award refunds or compensation. Do not assume that a complaint pauses an application, appeal or other legal deadline.

If an engagement is delivered by a member of a professional body, the agreement should identify that body and any available complaints route. Eligibility for professional-body review or an ombudsman depends on the provider and service; it should not be assumed for every Novawize engagement.

If a consumer dispute cannot be resolved, the responsible provider will give any alternative dispute resolution information required by applicable law, including whether it is obliged or willing to participate. This page does not claim membership of an ADR scheme.

Tell us if you need a different communication format or help explaining your concern. You can request a telephone conversation or use a representative. Please share only the information needed to arrange that support.

If you remain dissatisfied with our response, reply explaining the points you would like reviewed. This does not restrict your right to use an applicable regulator, dispute-resolution route or court.