Complaints Procedure

How to complain

We want to put things right. If you are unhappy with our service, contact us by email at info@clareservice.co.uk, by WhatsApp or phone on +44 7466 839034, or in writing to [TO CONFIRM: registered office address]. Please include your request reference (for example CS-2026-00042), what went wrong, and what you would like us to do.

What happens next

• We acknowledge your complaint within [TO CONFIRM: 3] working days.
• A member of our team who was not involved looks into it.
• We send you a full written reply within [TO CONFIRM: 14] days. If we need more time, we tell you why and when to expect our reply.
• If you are not satisfied with our reply, ask for it to be reviewed by a director of the company, who will reply within [TO CONFIRM: 14] days.

Complaints about a partner

If your complaint is about a hospital, university, accommodation provider, transport operator or another partner, we pass it to them, follow it up and keep you informed. Many partners also have their own complaints procedures, and we will tell you how to use them.

Other places you can go

• About how we use your personal information: the Information Commissioner's Office, ico.org.uk, 0303 123 1113.
• About immigration advice: the regulator of the adviser who gave it. For an adviser registered with the Immigration Advice Authority, see gov.uk/iaa.
• About a medical provider: the provider's own complaints process, and then the relevant UK health regulator.

We keep a record of complaints so we can improve our service.