Transpondia must deal with all complaints made to us promptly, courteously and in a manner which addresses the issues raised; and Transpondia must have and comply with an appropriate complaints procedure and make certain that end-users are aware of it (via reading this page).
While Transpondia attempts to meet every everyone's needs with the highest quality of information and sign posting, there is always the possibility that we can miss the mark. If you have been treated badly, or have received a poor sign posting from Transpondia, you should let us know immediately. You can do this in several ways:
Send an email to us, email@example.com.
Whether by email or post, you would describe what was done badly and suggest a way to fix it. Providing more information and being specific will enable us to provide a faster response.
What happens after I complain?
Receipt of your complaint will be confirmed using the same channel you sent it (either email or post).
We will examine your file and other records and revert to you with a response. If your complaint is justified, we will attempt to fix whatever went wrong.
The process should normally take about one or two weeks.
What sorts of things can I complain about?
A complaint needs to be relevant to the information contained and presented at Transpondia and bear directly on an action by Transpondia that did not fix the problem once we knew about it.
Some examples of this might include:
The content is not accessible to the visually handicapped.
The language used is confusing or not accessible to people whose knowledge of English is limited.
The site layout makes it difficult to navigate to a specific page.
The colours used make it difficult to read the material. NOTE: we had numerous complaints in 2002 and 2003 about the colour scheme and what you now see is the result. Accordingly Transpondia is not eager to engage in further 'experiments' based upon suggestions.
The pages take too long to download at internet cafes in remote locations where the connection might be slow. NOTE: we are especially sensitive to this point, and if you experience difficulties or undue delay in loading our pages, please let us know at once.
The content is plagiarized from another site.
The content is more than 18 months out-of-date.
The content can be construed as urging people to violate UK law.
The content is fundamentally inaccurate (as opposed to temporarily out-of-date).
Our pages have been indexed incorrectly by Google or other search engines.
Broken links, or links that are otherwise inappropriate.
What sorts of things do not count?
While all visitors to this site are entitled to complain about poor content, poor sign posting, or almost anything relevant, there are some areas where complaints will not succeed.
Some examples would include:
The Immigration and Nationality Directorate made a decision that was adverse to you. We offer general information and sign posting, and cannot accept liability for matters that pertain to an individual's particular circumstances.
You posed a question about a specific immigration problem relevant to you.
You sent email which was incoherent.
What can be done if I have a serious complaint or I am not satisfied with the way you handled my complaint?
If you are not satisfied with the way we resolved your complaint, or if you believe that Transpondia has failed its obligation as an information resource, you may wish to contact our ISP, or if your complaint is particularly grave you may wish to contact the police
What if I have a complaint about a different site or a practicing immigration solicitor?
You can send us a confidential email. If we think that you have been abused, we will sign post you towards filing a formal complaint.