Newfields

Complaints Procedure

Our complaints policy

We are committed to providing a high-quality legal service and encourage our clients to provide feedback regarding the way we have dealt with any matter. We are keen to address and learn about any aspect of our service which has fallen short of your expectations. This will enable us to improve our handling of cases going forward.

Our complaints procedure

We would ask that any concerns in the first instance be raised with the relevant advisor who is undertaking your work. We expect that matters will be resolved informally at this point.

However, there may be occasions when that advisor is unable to resolve your complaint or you may feel it is sufficiently serious that you want a more senior member of the firm to investigate a matter on your behalf. In those circumstances, we recommend you contact Glyn Lloyd, who is the Practice Manager.

How we handle complaints

1. We will write to you, acknowledging receipt of your complaint within 5 working days of us receiving it. We will enclose or attach a copy of this procedure if you do not already have one.

2. We will then investigate your complaint with the relevant advisor (where applicable).

3. Following our investigation, we will consider whether the matter can be dealt with more informally, for example, by correspondence, telephone or by meeting. We will contact you within 10 working days of us receiving your complaint.

4. Within 5 working days of our discussion, we will write to you proposing a suitable response to your complaint.

5. The nature of complaints may vary in complexity and dealing with your specific complaint may take longer. If this is the case, we will let you know and explain why.

6. If you are still not satisfied with the outcome of the process, you may be able to complain to the Legal Ombudsman at:

Legal Ombudsman
PO Box 6806
Wolverhampton, WV1 9WJ

Visit: legalombudsman.org.uk
Telephone: 0300 555 0333 between 9.00 to 17.00.
Email: enquiries@legalombudsman.org.uk

1. Any complaint to the Legal Ombudsman must usually be made within 6 months of the date of our final decision on your complaint.

2. In addition, the Solicitors Regulation Authority can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. Please see further: sra.org.uk.

Testimonials

Francois Louw

English Premiership Rugby Union player

“Outstanding and efficient service for my family and I”

Hadleigh Parkes

Welsh International Rugby Union player

“Newfields provided a seamless service – from preparing all the paperwork and personally attending the Home Office with me, through to returning all of my documents in person. Very approachable, reassuring and quick to answer queries – a great service for international athletes.”

Admiral Insurance

“With Admiral Insurance being a global brand with offices all over the world we have a lot of visa and immigration queries. We have used Newfields for a number of years now and I have found every interaction with them to be a very positive and helpful experience. The customer service they provide is second to none and I know I can always count on their fantastic service and advice.”

Gareth Anscombe

Welsh National Rugby Union player

“With the help of Glyn, our visa applications that at first were a challenging and daunting prospect, were made straightforward and were done in a very efficient manner. I would definitely use Glyn and his team's services again.”

Rugby Football League

“The RFL have worked with Newfields on a wide range of immigration issues and have found that they have an excellent understanding of many immigration matters. Glyn is always available for both the governing body and the clubs to answer the most straightforward or complex query; his attitude and work ethic are outstanding.”

Sean Maitland

International and professional rugby player

“Very professional and makes life a lot easier, amazing to work with”

Rugby Football Union

“Glyn has been instrumental in advising the England Rugby Football Union as well as many clubs on a wide range of immigration matters, and is always on hand to steer us in the right direction. He and his colleagues always respond promptly, efficiently and often with very little notice, which is essential in the fast moving environment within which we work.”

Jo Trip

Netballer, Saracens Mavericks

“I have used Newfields for numerous visa applications, and I am so grateful to Glyn and his team for their commitment and hard work to make sure each application was seamless. Glyn personally went above and beyond; efficiently communicating what was required, and taking the time to walk me through the process, making sure I understood each step. He made a very overwhelming application process a lot easier and a lot less stress!”

John Mitchell

Coach

“We have had nothing short of exceptional service from Glyn and his team at Newfields. Their attention to detail for our visas was beyond anything that we had anticipated with every step of the process being made as simple as possible for us - even to the point where Glyn went out of his way after hours to meet me to receive my BRP. We couldn't have asked for a better service and have recommended Glyn to numerous other South Africans engaging in the visa process”

Ayaka Suzuki

Professional and international rugby player

“Newfields has supported me in the challenge of playing rugby in England. Despite facing difficulties due to the pandemic, Glyn has handled the matter promptly and professionally. With that great support, I am looking forward to a great start in the UK”

Eddie Jones

Coach

“Newfields did an exceptional job in helping us with our immigration requirements - very professional and personal with a minimum of fuss. I recommend their practice very highly”

Brad Barritt

English Premiership and England National Rugby Union player

“Glyn provided a fantastic service to my family and I, they were professional, extremely helpful and very efficient, and were always on hand for friendly advice.”

Jamie Roberts

International and professional rugby player

“Perhaps one of the most stressful things about moving abroad is all the admin around the visa application procedure. I was very fortunate that before and during my time in South Africa I had Glyn on hand to help with my application. He was extremely helpful and very professional, which certainly helped alleviate quite a lot of my stress! I would definitely recommend Glyn to anyone looking for assistance with their Visa application Abroad.”

Eloise Sohier

Presenter

“My experience with Newfields and Glyn was second to none! All of our correspondence was via email in which Glyn would reply within hours if I had any questions or concerns. I was very impressed with Glyn and would have no hesitation in using his services again.”

Bryan Habana

Rugby Union player

“The efficiency, professionalism and swiftness with which Glyn handled the situation I presented him with (at very short notice) was absolutely outstanding. I will definitely be using his services in future.”

Federico Fernández

Premier League football player

“Glyn was always available when needed and made our applications, which were time sensitive and very daunting at first, less stressful and more straightforward. Highly recommended.”

Tania Hoffman

Head Coach, Celtic Dragons

“Glyn and Newfields make the visa process seamless each season; from the moment we inform them of the signing of our import players to the day they arrive in the UK. Glyn has always given sound advice and I would recommend Newfields Law wholeheartedly”

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