Client Care Letter & Terms of Business

Firm Details

Legal i Services Ltd trading as “Legal i”, 45 Ben Jonson Road, London E1 4SA, United Kingdom. Tel: +44 7466 243203. Web: www.legali.uk.

Level of Authorisation: Level 1. Categories: Immigration and Asylum, and Protection. IAA Registration Number: [to be confirmed upon registration]. Principal Adviser: Habibur Rahman Tafader.

1. Introduction

Thank you for instructing Legal i Services Ltd (trading as “Legal i”) to provide immigration advice and assistance. This Client Care Letter sets out the terms on which we will work together and the services we will provide to you.

Please read this letter carefully. We ask that you sign and return one copy to us and keep one copy for your own records. We cannot proceed with work on your case until you have agreed to these terms, except in exceptional circumstances.

We are authorised by the IAA to provide immigration advice and services at Level 1 in the categories of Immigration and Asylum, and Protection. For more information on what this means for your immigration matter, please see the IAA’s Guidance on Competence 2021 – Summary of Levels, available at www.gov.uk.

2. Your Immigration Status

Before we begin work on your matter, we will record your current immigration status, your visa expiry date (if applicable) and a brief summary of your previous immigration history, based on the information provided during your consultation.

3. Your Instructions and Agreed Work

Based on our consultation on [date], you have instructed us to assist you with the following matter: [type of application / matter]. Your specific instructions, key objectives and any specific concerns will be recorded on your file.

Following our consultation, we have advised you as follows: [summary of the immigration advice, assessment of eligibility, and any risks, challenges or barriers].

4. Work We Will Undertake

We have agreed to provide the following services:

• Initial Consultation: Review your circumstances and provide tailored immigration advice.
• Document Review: Assess all supporting documents for completeness and suitability.
• Application Preparation: Complete immigration application forms accurately and comprehensively.
• Supporting Documentation: Prepare cover letters, representations, and organise supporting evidence.
• Submission: Submit your application to the Home Office (or relevant authority) on your behalf.
• Updates and Communication: Keep you informed of all developments, correspondence received, and action required.
• Liaison: Communicate with the Home Office and other relevant parties as necessary.
• Advice on Outcome: Explain the decision and advise on next steps once a decision is received.

Work Outside Our Scope. Please note that Legal i is authorised at IAA Level 1 only. This means we are permitted to provide advice and services on straightforward immigration matters. We cannot advise on or assist with:

• Business immigration or sponsorship matters;
• Complex asylum or human rights cases requiring Level 2 or Level 3 authorisation;
• Judicial review proceedings;
• Matters outside our authorised scope.

If your case requires advice or representation beyond Level 1, we will refer you to an appropriately qualified adviser or legal representative and will not charge you for the referral.

Outsourcing and Our Responsibility. We may outsource some aspects of the work on your case to appropriately authorised or qualified entities (for example, certified translation or specialist support). Where we do so, we will retain full responsibility for all work carried out on your behalf.

5. Estimated Timeframes

We will agree a target completion date for our work and keep you informed of any changes. Home Office processing times are outside our control and can vary (for example, “8–12 weeks for standard processing” or as advised by the current Home Office guidance). We will monitor your application and follow up if there are unreasonable delays.

Key milestones will be agreed with you and recorded, including your document collection deadline, the application submission target and the expected decision date.

6. Fees and Payment

6.1 Our Professional Fees. We have agreed a fee of £[fee] (including / excluding VAT) for the work on your immigration matter set out in this letter. This fee is charged under a Progress Payment Schedule, which is provided with this letter, which you are asked to sign, and which forms part of it (see Section 6.2).

This fee covers:

• All advice and casework as outlined in Section 4;
• Preparation and submission of your application;
• Communication with you and the Home Office throughout the process;
• Advice on the outcome and next steps.

The initial consultation was a separate service, provided and charged before this engagement, and is not included in the fee stated in this letter.

VAT: VAT is included in the above fee OR VAT at the current rate of 20% will be added to the above fee, making a total of £[total].

6.2 How and When You Pay (Progress Payment Schedule). Your fee is charged under a Progress Payment Schedule (PPS), which is provided with this letter and which you are asked to sign. Under the PPS:

• the work is divided into stages, each with a defined piece of work and a fee assigned to it, as set out in the Progress Payment Schedule;
• we invoice you for a stage only after the work for that stage has been completed;
• the fee for each stage is proportionate to the work carried out at that stage;
• we do not ask for a deposit, and we do not take or hold any money for work that has not yet been done.

Payment for each completed stage may be made by bank transfer or card payment to our business account, following our invoice. By signing the Progress Payment Schedule, you agree to the stages of work and the fee for each stage.

6.3 Disbursements and Third-Party Costs (Not Included in Our Fee). You will be responsible for paying the following costs directly to the relevant authority or service provider:

• Home Office application fee (as per the current Home Office fee schedule);
• Immigration Health Surcharge (IHS), if applicable;
• Biometric enrolment fee, if applicable and not included in the Home Office fee;
• Priority or Super Priority service fees, if you choose to use these services;
• Translation costs, if documents require certified translation;
• Document certification, for any documents requiring notarisation or official certification;
• Courier / postage costs, for returning documents or sending applications.

We will advise you of the exact amounts before any payments are due.

Fee waivers. Depending on your circumstances, you may be eligible to apply for a fee waiver in respect of the Home Office application fee and/or the Immigration Health Surcharge. Where this applies, we will advise you, and if a fee waiver is granted you will be exempted from the relevant fee.

6.4 Important: Payment of Home Office Fees and Disbursements. Legal i does not receive or hold Home Office application fees, the Immigration Health Surcharge or other disbursements. You must pay all such amounts directly to the Home Office or the relevant service provider using the payment method provided. We may guide you through the payment process, but the payment will be made by you directly and will not pass through any Legal i account.

If a client is unable to pay an authority fee directly and Legal i is asked to receive that money, we will not accept it unless an appropriate client-account arrangement, or other arrangement approved by the IAA, is in place.

6.5 Additional Work. If you request additional work beyond the scope agreed in this letter, we will discuss and agree any additional fees before proceeding. We will confirm any variations to this agreement in writing.

7. Your Responsibilities

To enable us to provide effective representation, you must:

• Provide complete, accurate, and truthful information at all times;
• Supply all requested documents and information promptly;
• Inform us immediately of any changes to your circumstances, contact details, or immigration status;
• Respond to our communications within the timeframes we specify;
• Attend appointments or meetings as arranged (in person or online);
• Pay our fees and any third-party costs as agreed;
• Follow our advice and instructions regarding your case;
• Notify us if you wish to withdraw instructions or change representatives.

Failure to provide accurate information or necessary documents may result in delays, additional costs, or refusal of your application. We cannot be held responsible for adverse outcomes resulting from incomplete or inaccurate information provided by you.

8. Communication and Updates

Your Contacts. Your main contact is Habibur Rahman Tafader, Level 1 Immigration Adviser. Where applicable, we will also provide you with the name and contact details of an alternative or supervising contact you can reach.

Communication Methods. We can be reached using the following methods:

• Our contact form at legali.uk/contact (or your specific case handler’s email);
• Telephone: +44 7466 243203;
• In-person meetings: by appointment at our office;
• Video consultations: available by arrangement.

Language and Opening Hours. We provide services in English and Bengali. Office opening hours are 9:00 am to 5:00 pm, Monday to Friday. If you wish to see a member of staff, please telephone first to arrange an appointment; if you attend our office without an appointment, we may not be able to see you.

Response Times:

• We will acknowledge your emails within 2 working days;
• We aim to provide substantive responses within 5 working days;
• Urgent matters will be prioritised;
• We will update you on case progress at key milestones.

Our Commitment. We will keep you informed of all developments in your case, any correspondence received from the Home Office, and any action you need to take.

9. Data Protection and Confidentiality

Legal i is committed to protecting your privacy and personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

How We Use Your Information:

• We collect and process your personal data solely for the purpose of providing immigration advice and services;
• Your information will be stored securely in our case management system;
• We will share your information with the Home Office and other relevant authorities as necessary to progress your application;
• We will not share your information with third parties without your consent, except where required by law.

Your Data Protection Rights:

• Right to access your personal data;
• Right to request correction of inaccurate data;
• Right to request deletion of data (subject to legal retention requirements);
• Right to object to processing;
• Right to data portability.

Data Retention: We will retain your file for the period required by applicable law, regulatory requirements and our document-retention policy.

Confidentiality: All information you provide will be treated in strict confidence, except where we are legally obliged to disclose information (e.g. to prevent serious crime, safeguarding concerns, or court orders).

For full details, please see our Privacy Policy available at www.legali.uk/privacy or request a copy.

10. Complaints Procedure

We are committed to providing high-quality service. However, if you are dissatisfied with any aspect of our service, we want to hear from you so we can address your concerns.

Your right to complain to the IAA at any time. You may raise a complaint directly with the Immigration Advice Authority (IAA) at any stage. You do not have to use or complete our internal complaints procedure first, and you are not required to wait for our final response before contacting the IAA.

10.1 How to Complain to Us.

Stage 1 – Informal Resolution: Contact your case handler or Habibur Rahman Tafader directly to discuss your concerns. We will attempt to resolve the matter informally. You may proceed directly to a formal complaint without first using the informal resolution stage.

Stage 2 – Formal Complaint: If you remain dissatisfied, please submit a written complaint to:

• Complaints Handler: Habibur Rahman Tafader;
• Email: complaints@legali.uk;
• Address: Legal i Services Ltd, 45 Ben Jonson Road, London E1 4SA.

Acknowledgment: We will acknowledge your complaint within 3 working days.

Investigation: We will investigate thoroughly and provide a full written response within 20 working days. If we need to change this timescale, we will let you know and explain why.

Resolution: Our response will address your concerns and propose resolution where appropriate.

10.2 Complaining to the Immigration Advice Authority (IAA).

The IAA is the public body that regulates immigration advice and services in the United Kingdom. You may complain to the IAA at any time, and the IAA may review your file as part of its regulatory role. The preferred way to complain is through the IAA complaints portal; if you are unable to use the portal, you may contact the IAA by email or by post:

• Complaints Portal: https://portal.oisc.gov.uk/s/complaints
• Email: info@immigrationadviceauthority.gov.uk
• Post: Immigration Advice Authority, PO Box 567, Dartford, Kent, DA1 9XW
• Telephone: 0345 000 0046
• Website: www.gov.uk/iaa

10.3 A Note on the Legal Ombudsman. The Legal Ombudsman does not regulate immigration advisers and is separate from the IAA. It does not deal with complaints about our professional conduct, our fitness, or any possible breach of the IAA Code of Standards. Any complaint about our conduct or a possible breach of the Code — and, indeed, any complaint about our service — may be made directly to the IAA at any time, as set out above. Nothing in this section affects your right to complain to the IAA.

The Legal Ombudsman deals only with certain service complaints, and only where its scheme and eligibility requirements apply. If that route is available in your case, we will provide you with the Legal Ombudsman’s contact details and the applicable time limits at that time.

11. Professional Indemnity Insurance

The IAA requires us to hold professional indemnity insurance (PII). The purpose of PII is to cover any compensation we may need to pay to you to correct a mistake, or to cover any legal costs, arising from negligence, misrepresentation and/or inaccurate advice that causes or contributes to financial or other loss to you, up to £_____. Further details of our cover are available on request.

12. Regulatory Information

• Regulated by: Immigration Advice Authority (IAA)
• Registration Status: [to be confirmed upon registration]
• IAA Registration Number: [to be confirmed upon registration]
• Level of Authorisation: Level 1
• Categories: Immigration and Asylum, and Protection
• Principal Adviser: Habibur Rahman Tafader

The IAA regulates immigration advisers in the United Kingdom. The IAA has the power to investigate complaints against regulated advisers and organisations and can examine client files as part of any investigation.

IAA Contact Details:

• Complaints Portal: https://portal.oisc.gov.uk/s/complaints
• Email: info@immigrationadviceauthority.gov.uk
• Post: PO Box 567, Dartford, Kent, DA1 9XW
• Telephone: 0345 000 0046
• Website: www.gov.uk/iaa

13. Limitation of Liability

While we will exercise all reasonable skill and care in providing our services:

• We cannot guarantee the outcome of your application, as decisions rest with the Home Office or relevant authority;
• We are not responsible for delays or decisions made by the Home Office or other third parties;
• We are not liable for losses arising from incomplete or inaccurate information provided by you;
• Our liability is limited to the amount of our professional fee for the matter, subject to applicable law and our professional indemnity insurance.

14. Termination of Services

14.1 Your Right to Terminate. You may terminate our services at any time by giving written notice. If you do so:

• We will cease work immediately upon receipt of your notice;
• You will remain liable for fees for work completed up to the date of termination;
• We will return your original documents within 10 working days;
• We will provide a file closure letter confirming the status of your case.

14.2 Our Right to Terminate. We reserve the right to cease acting for you in the following circumstances:

• You fail to pay our fees as agreed;
• You fail to provide instructions or necessary information despite reasonable requests;
• You provide false or misleading information;
• A conflict of interest arises that we cannot resolve;
• You act in a manner that is abusive, threatening, or inappropriate toward our staff;
• Your case falls outside our regulatory scope.

If we terminate our services, we will give you reasonable notice in writing and will not charge for any work not yet undertaken.

15. Conflicts of Interest

We have checked our records and confirm that there is no conflict of interest that would prevent us from acting for you in this matter.

If a conflict of interest arises during the course of our representation, we will notify you immediately and discuss how to proceed. This may include referring you to another adviser if we are unable to continue acting for you.

16. File Ownership and Document Return

All documents you provide remain your property. We will return original documents to you:

• After we have completed work on your case; or
• Within 10 working days of your request; or
• Upon termination of our services.

We take great care with any original documents you give us in support of your matter, such as passports or birth certificates. You will also be provided with a copy of any original documents we retain for the purpose of your application.

We will retain your file for the period required by applicable law, regulatory requirements and our document-retention policy. After that period the file may be destroyed, unless you make an arrangement to collect it from us.

17. Cancellation Rights

If you are an individual consumer (and not a business), and if our contract with you is a “distance contract” or an “off-premises contract” within the meaning of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the legal right to cancel this agreement within 14 days of the date on which it is entered into, without giving any reason.

To exercise this right, you must inform us of your decision to cancel by a clear statement in writing (by letter or email) before the 14-day period expires. You may use the Model Cancellation Form at the end of this letter, but you are not obliged to do so.

If you cancel within the 14-day period, we will reimburse any payments received from you without undue delay, and no later than 14 days after the day on which we are informed of your decision to cancel.

Requesting that work begins during the cancellation period. If you would like us to begin work during the 14-day cancellation period, please confirm this to us in writing. If you then cancel after we have started work, you may be required to pay for the services provided up to the point of cancellation. If the agreed services are fully performed during the cancellation period at your express request, you will lose the right to cancel.

18. Agreement and Consent

By signing this Client Care Letter, you confirm that:

• You have read and understood the contents of this letter;
• You have had the opportunity to ask questions and seek clarification;
• You agree to the terms set out in this letter;
• You consent to Legal i Services Ltd acting on your behalf as described;
• The information you have provided is complete, accurate, and truthful;
• You authorise us to communicate with the Home Office and other relevant authorities on your behalf;
• You understand our fees and payment terms;
• You understand our complaints procedure, including your right to complain directly to the IAA at any time;
• You consent to the processing of your personal data as described in Section 9.

CLIENT DECLARATION AND SIGNATURE. “I confirm that I have read, understood, and agree to the terms of this Client Care Letter.” This declaration will be completed together with the signature block when you sign and return your copy of the letter.

COPIES: You will be asked to sign both copies of this letter. Keep one copy for your records and return the other signed copy to us before we commence work on your case.

CONTACT: If you have any questions about this Client Care Letter, please contact us through legali.uk/contact or +44 7466 243203.

This Client Care Letter is drafted in accordance with the Immigration Advice Authority Code of Standards (including Codes 5.3 and 5.4) and sets out the terms under which Legal i Services Ltd provides regulated immigration advice and services.

Progress Payment Schedule (PPS)

The Progress Payment Schedule is provided with, and forms part of, your Client Care Letter. The stages describe the work agreed for this particular matter. They do not guarantee a particular Home Office processing time or outcome.

Amounts above are exclusive of Home Office fees, the Immigration Health Surcharge and other disbursements, which you pay directly to the relevant body (see your Client Care Letter).

How this schedule works:

• Each stage above is a defined piece of work with a fee assigned to it.
• We will invoice you for a stage only after the work for that stage has been completed.
• The fee for each stage is proportionate to the work carried out at that stage.
• We do not ask for a deposit, and we do not take or hold any money for work that has not yet been done.
• If you end your instructions before the matter is completed, you will only be charged for the stages that have already been completed.

Annex: Model Cancellation Form

Complete and return this form only if you wish to cancel this agreement within the 14-day cancellation period (see Section 17). You are not obliged to use this form.

When we open your matter we will provide you with the Model Cancellation Form to complete and return if you wish to cancel, or you may cancel by a clear written statement sent to us by letter or email.