CLIENT CARE LETTER (Online)
Our Ref: _____
Thank you for instructing Alrose Legal. We are regulated in the UK by the Office of the Immigration Services Commissioner (OISC). We are authorised to provide immigration advice and services at Level 1 Immigration. Our registration number is F201400880.
This agreement will be started after you sign and date it.
(Full details of the Client’s instructions, advice given and the work agreed to be done)
How we work
The Adviser will be responsible for checking documents provided by the Client and advising of any additional requirements, assessing the Client’s application against the Home Office rules and guidelines and preparing the Client application to the Home Office with a supporting cover letter (Not applicable for Documents Checking Service).
I, _______, am the adviser responsible for your case. I can be contacted as follows:
Whenever possible, I shall be available to advise and assist you. We will communicate with the Home Office and keep you informed of the progress of your case and any developments as and when they arise. We shall do our best to respond promptly to communication made with our office but ask you to understand that at times, immediate reply may not be possible. In particular, we ask clients not to attend our office without prior appointment. If you need to see a staff member urgently, please telephone in advance.
We shall take great care with any original documents supporting your application. These will be returned to you promptly once they are returned to us.
The fee estimate agreed upon between Alrose Legal and the Client, is £____. This fee does not include Home Office fees and postal fees relevant to the Application. This agreed fee covers the agreed upon Advisor responsibilities and any work done by support staff.
This agreed fee is based on the information provided by the Client, which we have accepted in good faith and it is subject to change should additional or unexpected issues arise, or additional work be undertaken, in which case the Client will be notified.
If the Client withdraws their instructions, or if Alrose Legal withdraws from the case, the Client will be invoiced for the amount which is in proportion to the work completed on their case to date by Alrose Legal in comparison with the full fees for the work we would otherwise have carried out.
Any money received on your behalf will be held in our client account until submission of the application. (or in case of Documents Checking service – until the Outcome Letter is provided to you).
If you are required to hand over any original documents to us we will be able to provide you with an electronic copy of any document at your request as soon as reasonably practicable.
The OISC requires us to keep a copy of your case file for up to 6 years after your case is closed. After that the file maybe destroyed.
The OISC may review your file as part of their regulatory role.
If you have any concerns regarding the conduct of your case, please raise them with us and we will endeavor to address them. We can provide full details of our complaints procedure on request. If we are unable to resolve matters to your satisfaction or you wish to pursue a complaint through other channels, you are entitled to contact the OISC at: The Office of the Immigration Services Commissioner, 5th Floor, 21 Bloomsbury Street, London, WC1B 3HF.
The OISC is the public body, which regulates immigration advice and services within the UK.
If you are an individual consumer (and not a business entity) and if our contract with you is a ‘distance contract’ or an ‘off premises contact’ you have the right to cancel this agreement within 14 days of conclusion of this agreement.
To exercise the right to cancel, you must inform us of your decision to cancel this agreement by a clear statement (e.g. a letter sent by post or e-mail) before the cancellation period has expired. You may use the attached model cancellation form, but it is not obligatory.
If you cancel this contract, we will reimburse to you all payments received from you. We will make the reimbursement without undue delay, and not later than14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
We will not start work on your case within the next 14 days. If you would like our service to start within the next 14 days, please tick the relevant box stating your wish at the end of this agreement and sign underneath.
If you requested us to begin the performance of services during the cancellation period, you shall pay us an amount which is in proportion to what has been performed until you have communicated to us your cancellation of the contract, in comparison with the full fees for the work we would otherwise have carried out.
I acknowledge and accept the contents of this letter.
Client name (please print):
Please tick this box and sign underneath if you would like to waive your right to cancel this agreement within 14 days, so we will be able to commence work immediately.
Alrose Legal Limited
To access a Cancellation form please click here