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Complaints Scheme

The Complaints Scheme details the way in which the Immigration Services Commissioner and her staff will deal with complaints regarding the fitness and competence of persons providing immigration advice or immigration services and those persons who are employed by them or work under their supervision. The Scheme outlines the duties and responsibilities placed on all parties and the way in which complaints will be addressed.


  • The Complaints Scheme - in detail
  • Power and duties - the legal powers and duties of the Immigration Services Commissioner
  • Annex A - Immigration and Asylum Act Schedule 5 paragraph 5 - 6 as amended
  • Annex B - Immigration and Asylum Act Schedule 5 paragraph 7 as amended
  • Annex C - Designated Professional Bodies
  • Annex D - Complaints process for OISC regulated advisers
  • Annex E - Complaints process for a member of a Designated Professional Body

This Complaints Scheme is made under the authority of paragraph 5 of Part 1 of Schedule 5 to the Immigration and Asylum Act 1999 (Annexes A and B). All references to legislation are to the Immigration and Asylum Act 1999 (the Act), as amended, unless otherwise stated.

Information on the Complaints Scheme and details as to how it can be used have been incorporated into a complaints form, which is available in a range of languages from the OISC at:

Office of the Immigration Services Commissioner
5th Floor
Counting House
53 Tooley Street

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