Immigration advice and services regulated by the Immigration Services Commissioner.
Our service standards
We aim to ensure our students have an excellent experience of our service and strive to provide accurate professional help and advice to support you in managing your UK immigration status.
We ensure that our advisers remain fit and competent to advise and provide advocacy in the area of UK immigration law and application procedures relating to study in the UK and the visa requirements of accompanying family members.
We ensure that our advisers remain fit and competent to provide information and signposting on UK immigration law relating to visits to the UK, Schengen visas, and working visas.
Advice may be given on your case by any member of the International Student Support team. Full details of our team can be viewed here and all correspondence will be signed to identify the adviser assisting you on each contact you have with us.
While we make every effort to provide accurate information and advice, your visa status, applications and compliance are your responsibility.
Advice letters and confidentiality
Following our first contact with you, we will provide confirmation of your situation and our advice in writing by email. We ask you to check the accuracy of the description of your circumstances and request clarification of our advice when required. In cases where we agree to contact third parties concerning your case, or if you will be proceeding to submit a visa application with us, we will seek your written agreement of the actions proposed. ‘Third parties’ include but are not limited to University offices outside International Student Support and UK Visas and Immigration.
We will always put your interests first within legal requirements. If there is a conflict between your interests and any legal duties that must be performed by the University of Exeter, we will inform you of this and you will have the option of seeking an alternative source of advice. If we become aware that you have breached the conditions of your Tier 4 visa, our duties as your Tier 4 sponsor may require that we disclose the breach to UK Visas and Immigration.
We will keep a confidential record of the information you provide to us, our advice, and all actions taken. We will provide you with a copy on your request. This record will not be shared outside Student Immigration Services without your written permission except where we have a legal obligation to do so or we have serious concerns for the wellbeing of yourself or other people. Your records may also be examined by the OISC. Note that the SID team can also access your records but will not act on them.
Case records will be kept securely for 6 years and then securely deleted or destroyed.
When you provide your original documents to our office a scanned copy will be uploaded to your SID enquiry. You can view your enquiry and the copy of all related documents at any time by logging in to iExeter. All documents held by our service will be returned to you at the earliest opportunity, usually when your visa is granted or your case is otherwise closed.
Managing your enquiry and visa application
We will keep you informed of the progress of your application/case, you will receive an update every 3 months at a minimum. We will contact you via your University of Exeter email address unless an alternative method is agreed.
We will advise you of the outcome of your application/case within 3 working days of receiving notification, except during official University closure periods.
We will provide you with details of alternative sources of help if we are unable to assist you with your application due to the limitations of our service.
We reserve the right to refuse to accept an immigration case where we have grounds to believe that you have not been honest with us.
We will provide you with reasons if we have cause to refuse to support a visa application on your behalf. This may occur if we assess that the application does not meet the conditions required and is therefore likely to be refused.
There is no charge for our advice services. All immigration application fees are payable by you directly to the UK Visas and Immigration. We do, however, make a charge for posting your visa applications/documents by Special Delivery (tracked/insured/next day) at a cost to you of £6 per posting.
During a chat conversation we will provide you with basic information and signposting. Where more in-depth advice is required, we will move to communicate with you through SID Online where the above mentioned service standards apply.
We will only ask you for the minimum of personal information in order to advise you as accurately as possible.
You can download a transcript of our conversation at any time during the chat.
We will delete all conversations on the chat platform within 1 month.
We will only use chat platforms that comply with GDPR.
We are regulated by the Office of the Immigration Services Commissioner (OISC). We adhere to the OISC Code of Standards.
If you wish to make a complaint, you can do so in writing or in person to Jim Price, Student Immigration Services Manager. The University’s complaints procedure is available to view online. Complaints concerning immigration advice and services can also be made through the OISC Complaints Scheme.
Thank you for your interest in our service.
We hope that you find our service friendly and professional. To help us continue to meet our high standards we welcome comments and suggestions from all our service users. To give feedback please email firstname.lastname@example.org