The Immigration Advice Authority (IAA) has launched a new Customer Service Charter, reinforcing its commitment to fair, professional, and accessible services. As the UK’s regulator for immigration advice, the IAA ensures that advisers meet high professional standards while providing clear guidance to the public. The charter outlines what individuals can expect when engaging with the IAA and also sets out the responsibilities expected of those using the IAA’s services and iterating with staff.

A key focus of the charter is efficient complaint handling, with a commitment to acknowledging complaints, conducting thorough investigations, and keeping individuals informed throughout the process. The charter highlights the IAA’s role in enforcing standards, taking action against unlawful practices, and promoting public trust in immigration services.

Transparency and accountability remain at the heart of the IAA’s mission. The organisation is dedicated to providing timely responses, publishing information about its policies and decisions, and continuously improving its services based on public feedback. The IAA encourages individuals to share their experiences and suggestions, reinforcing its commitment to a fair and supportive immigration advice system.

Download the Charter to learn more about its details and how to engage with the IAA.