Client feedback and complaints

We are committed to providing an excellent standard of service. We value feedback because it helps us continually improve. If you feel we have fallen short of the high standards we set for ourselves, we would like the opportunity to learn from that and to put things right.

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How to give feedback or make a complaint

Wherever possible, please discuss any concerns informally with the consultant dealing with your matter first, as they may be able to resolve your concern quickly without the need for a formal complaint. However, if the consultant cannot resolve your concern informally, or if the issue is sensitive and you would prefer not to raise it with them directly, you are welcome to raise a formal complaint under this procedure.

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How to make a formal complaint

​Please contact us with a brief explanation of: (a) why you feel dissatisfied with the service you have received; (b) how you would like us to contact you about your complaint; and (c) what you would like us to do to resolve it.​

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You can contact us by email at client@tsimmigrationhk.com or by post at TS Immigration Consultancy Limited, Unit 506, 5/F, New World Tower 1, 18 Queen’s Road Central, Central, Hong Kong. If you would find it difficult to put your concerns in writing, please message or call us by WhatsApp on 9143 7522 so we can arrange a suitable call.

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What happens after I have made a complaint?

We will: (a) send you a written acknowledgement within five working days of receiving your complaint; (b) investigate your concerns diligently, impartially and fairly, which may include reviewing your file and discussing the matter with the relevant team members; (c) let you know promptly if we need any further information; and (d) provide you with a written final response as quickly as possible, and in any event within 28 days of receipt of your complaint.

 

If in exceptional circumstances we need more time, we will write to tell you and will try to agree a revised timetable with you.​

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There is no charge for making a complaint. Your complaint will be investigated independently of your matter, which (assuming no conflict arises) will continue to progress normally.

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Do I have to pay my bill if I am complaining?

Our payment terms, as set out in your engagement letter, remain applicable during any complaint investigation. However, if our investigation concludes that any adjustment to fees is appropriate, we will make that adjustment promptly.​

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What might the outcome be?

If our investigation concludes that our service has fallen short of our usual standards, we will not hesitate to apologise and will make whatever proposals we consider appropriate to resolve the situation — for example, reduced fees or further assistance at no charge. We will also take internal steps to ensure any problems do not recur.

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What if I remain dissatisfied?

TS Immigration Consultancy Limited is a Hong Kong-incorporated immigration consultancy. We are not a firm of solicitors and our services are not regulated by the Solicitors Regulation Authority (SRA). The Legal Ombudsman does not have jurisdiction over our firm.

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If you remain dissatisfied after receiving our final response, your options include: (a) seeking independent legal or professional advice; or (b) pursuing any dispute through the courts of Hong Kong in accordance with the governing law clause in our terms of business.

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If your matter is handled by a consultant who holds individual admission as a solicitor in England and Wales, you may also have the ability to raise concerns about that individual’s professional conduct with the SRA. We do not anticipate any such problems arising.​​