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Complaints Procedure

Legal Notices


How we are regulated


LSS Legal Ltd is regulated by the Office of Immigration Services Commissioner (OISC) and authorised to provide Immigration advice at Level one. Our OISC Registration reference number is F201900094. The Office of the Immigration Services Commissioner (OISC) regulates immigration advisers, ensuring they are fit and competent and act in the best interest of their clients. OISC is an executive non-departmental public body, sponsored by the Home Office.


Standards of Service


LSS Legal Ltd aim to provide all its clients with the highest standards of service and client care. If we fail to provide this to you, we need you to inform us so we can try to resolve any problems. We will also learn from them so that we can improve our service.


How to make a complaint


LSS Legal Ltd will always try to provide you with an opportunity to tell us of your concerns and will work with you to try to resolve them.


  • If you are not satisfied with any aspect of our service you may initially want to discuss this with your adviser, to see if the matter can be resolved quickly.


  • If you have spoken to your adviser or if you do not wish to discuss your concerns with them, you may wish to make a formal complaint. You can make your complaint in writing to Lamin Sarr, who is the Owner of the organisation.


Lamin Sarr can be contacted at our registered address below telephone number - 01908046668 and 


Lamin Sarr is responsible for handling complaints in relation to immigration advice and services provided by LSS Legal Ltd.


Your Complaint


  • Lamin Sarr will acknowledge your complaint within 48 hours of receiving it.


  • Your complaint will be investigated with a response provided within 28 working days of our receipt of your complaint. If we have to change the time-scale for any reason, we will let you know and explain why.


LSS Legal Ltd will keep details of your complaint in a central register. We will also create a separate file or section in your case file in order to record details of the complaint, our investigation and LSS Legal Ltd response to your complaint.




Your complaint will be investigated in the following way:


  • A senior member of the team, who was not previously involved in your case, will investigate your complaint using the information you provided and any other information gathered either externally or internally;



  • The team member will then prepare a written response, which will be sent to you. This response will set out the findings of the complaint investigation as well as any suggestions for resolving the matter.


  • If you consider taking legal action against LSS Legal Ltd, we confirm we have Professional Indemnity Insurance to meet any relevant claims.



  • Please note that if you are not satisfied with our response to your complaint or if you do not wish to complain direct to LSS Legal Ltd, you may at any time complain directly to the 


Office of the Immigration Services Commissioner (OISC).

The OISC can be contacted at:


Office of the Immigration Services Commissioner

Complaints Team

5th Floor,

21 Bloomsbury Street,







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