What to expect from us

We want you to be able to access the service you need in a way that is safe, appropriate and welcoming. We treat all service users with respect and as individuals.

 

We also ask that you also be polite and treat our staff with respect.

 

Let us know if you have any special requirements so that we can accommodate you as best we can.

 

Complaints

 

If you are unhappy with any aspect of our work, we would like to know. We value feedback and welcome opportunities to learn and improve the service we offer.

 

When you entered the service, you should have been made aware of our complaints policy by a member of staff. The complaints form is available below.

 

After receiving your complaints form, the Executive Director will acknowledge your complaint within fifteen working days and carry out an investigation within 28 working days.

 

If you are not satisfied with the response to your complaint, you may appeal within 14 working days.

 

You can send your complaint to us at:

 

Email: complaints@rainbowmigration.org.uk  (FAO Leila Zadeh)

 

or

 

Write to: Private & Confidential

Leila Zadeh

Rainbow Migration

7-14 Great Dover St, London SE1 4YR

 

Complaints are confidential, and initially, will only be seen by the Executive Director and/or the Board of Trustees. However, if a complaint is made against a member of staff, the individual will need to know that there has been a complaint.  

 

Complaint forms should not be used to raise a safeguarding issue.

 

Download our complaints procedure, complaints form and complaints appeal form

 

Legal complaints

 

If you have any concerns or complaints about the immigration advice we have provided to you, we would encourage you to raise it immediately with the adviser. Alternatively, you can send your complaint to our Executive Director:

 

Email: complaints@rainbowmigration.org.uk  (FAO Leila Zadeh)

 

or

 

Write to: Private & Confidential

Leila Zadeh

Rainbow Migration

7-14 Great Dover St, London SE1 4YR

 

Download our legal complaints procedure and form

 

If we are unable to resolve your concerns, you can raise your complaint directly with

the Office of Immigration Services Commissioner (OISC) or with the Legal Ombudsman.

 

Safeguarding

 

We have specific legal responsibilities to ensure that our service users are safeguarded against the risk of harm, abuse and exploitation.

 

We regard harm, abuse or exploitation as including any physical, sexual, financial, material, psychological or emotional abuse or neglect, bullying, harassment, extortion or intimidation. 

 

If you think that you have been/or may be at risk of harm, abuse or exploitation, then please raise it with a member of staff. You can speak to any member of staff.

 

View our safeguarding policy

 

View our code of conduct for staff, trustees and volunteers