Terms of Business, regulatory information and legal policies

1. Terms of Business

1.1 Formation of the engagement

Visiting this website, using a self-assessment tool, uploading information or requesting an appointment does not create an adviser–client relationship. We accept a matter only after completing identity, conflict, competence and authorised-scope checks and issuing a Client Care Letter. The client must sign and date it, or provide recorded electronic agreement, before substantive work begins except where urgent action is demonstrably in the client’s best interests and permitted by the Code.

1.2 Scope and responsibility

The Client Care Letter identifies the responsible adviser, their status, the work included and excluded, the client’s objectives, material next steps, estimated timescale, fees, third-party costs and complaint rights. We do not act beyond our IAA authorisation. Work outside scope requires a written variation or a separate referral. Any referral to Kim Partners Solicitors or another professional is a distinct engagement with that provider, who conducts its own checks and charges.

1.3 Our standards

We act lawfully, honestly, competently, confidentially, without discrimination and in the client’s best interests. We give clear advice, keep knowledge current, avoid misleading the Home Office, courts, tribunals or any third party, and never guarantee a result or processing time.

1.4 Client responsibilities

Clients must provide complete, accurate and timely instructions and documents; disclose adverse facts; check drafts; meet deadlines; maintain lawful contact details; and pay agreed fees and official charges. We will not submit information we know or suspect is false or misleading. A material failure may require us to stop acting after reasonable notice, subject to protecting the client’s interests.

1.5 Fees, invoices and refunds

Fees must follow our written fee scale, be reasonable and relate directly to work done. The Client Care Letter states whether charges are fixed or time-based, VAT treatment, official fees, interpreters, translations, experts and other disbursements. We issue an invoice when payment is due and a receipt after payment. Any discount or departure from the fee scale is recorded with reasons. Refunds are calculated by reference to work properly completed and non-refundable third-party costs; unearned client money is returned promptly.

1.6 Money paid in advance

Where we receive money for work not yet completed or hold funds for a client, it is held in a distinct client account separate from business funds and dealt with under IAA requirements. We do not take an invoiced sum from a previously authorised credit or debit card until at least seven days after giving the invoice. Remaining client money, including applicable interest, is returned promptly when there is no proper reason to retain it.

1.7 Ending instructions and transfer

The client may end instructions in writing. We may withdraw for good reason, including conflict, loss of instructions, non-payment, illegality, breakdown of trust or work outside authorisation, giving reasonable notice where possible. On request we transfer the file and documents as soon as possible without prejudicing the client, regardless of outstanding fees, subject to lawful identity and security checks.

1.8 Cancellation rights

Where consumer cancellation legislation applies to a distance or off-premises contract, the Client Care Letter explains the applicable cancellation period and any request to start work early. If early work is expressly requested, the client may have to pay for services supplied before cancellation.

1.9 Liability and insurance

Eurolegal maintains professional indemnity insurance as required by the IAA. Nothing in these terms excludes liability that cannot lawfully be excluded. Any matter-specific limitation will be fair, reasonable and stated in the Client Care Letter.

2. IAA compliance framework

Our controls are designed around the nine principles and supporting Codes in the IAA Code of Standards 2024.

• Authorisation: advice only by authorised persons, for Eurolegal, within approved level and categories; supervision and outsourcing are documented and client consent obtained where required.
• Client care: written scope, adviser identity, fees, disbursements, timescale, responsibilities, complaint procedure and recorded acceptance.
• Conflicts: conflicts are checked at intake and throughout; any real or potential conflict is explained in writing and informed written consent obtained only where acting remains proper.
• Competence and CPD: work is allocated by competence; advisers maintain current knowledge and evidence of required continuing professional development.
• Confidentiality and data security: role-based access, secure systems, controlled disclosure, breach response, backups and secure destruction.
• Records: attendance notes, advice, evidence, drafts, submissions, decisions, money movements, consent and complaints are retained securely and made available to the client and IAA as required. Client files are retained for at least six years and then securely destroyed unless law or a documented reason requires longer.
• Original documents: retained only when necessary; the client receives a copy and originals are returned as soon as they have served their purpose.
• Fair fees and client money: published/internal fee scale, invoices, receipts, reconciliations, separate client account where required and prompt return of balances.
• Marketing: registration number displayed where appropriate; no misleading claims, success-rate advertising, touting or referral inducements; IAA logo used only as authorised.
• Regulatory reporting: significant business changes, serious misconduct and other notifiable matters are reported promptly within applicable IAA timescales.

3. Complaints procedure

A client may complain without charge and without adverse effect on their matter. Complaints should be sent to info@eurolegal.pro with the client name, reference, what happened and the outcome sought. We acknowledge the complaint promptly, appoint a person with appropriate independence, investigate the file, allow the complainant to provide information, and issue a reasoned written outcome with any remedy and escalation rights. If more time is reasonably required, we explain why and give a revised date.

If the complaint is not resolved, or the client wishes to complain directly, a complaint may be made to the Immigration Advice Authority under its Complaints Scheme through the IAA portal. Data-protection complaints may be made to the Information Commissioner’s Office. Complaints that may engage professional indemnity insurance are notified to the insurer where required.

4. Legal notice and website use

Eurolegal Consulting Limited is registered in England and Wales, company number 10258373. Registered office: Suite 103, 60 High Street, New Malden, England, KT3 4EZ. IAA registration: F201100328. Email: info@eurolegal.pro. Telephone: +44 345 548 5600.

Website information and automated self-assessment are general guidance only and are not individual immigration or legal advice. Rules and official fees change and must be checked for the individual matter. Users must not misuse the site, upload unlawful or malicious content, impersonate others or attempt unauthorised access. Content may not be commercially republished without permission.

5. Privacy notice

Eurolegal is the controller for personal data submitted to it. Depending on the matter, this may include identity, contact, nationality, immigration, family, employment, financial, health, criminal-offence and supporting-document information, communications, consent records and technical data. Processing is based as applicable on pre-contract steps, contract, legal and regulatory obligations, legitimate interests, consent and the additional UK GDPR conditions required for special-category or criminal-offence data.

Information is shared only where necessary with authorised staff, service providers, professional advisers, interpreters, experts, regulators, public authorities or a separately engaged professional. International transfers require a lawful safeguard. Rights may include access, correction, erasure, restriction, objection and portability. Contact us at the address above or complain to the ICO. Regulatory and client files are normally retained for at least six years, with longer retention only where law, a complaint, insurance or a legal claim reasonably requires it.

6. Cookie notice and consent

Necessary cookies and local storage support security, language selection, consent records and essential functions. Optional analytics and marketing technologies remain off unless selected. Users may accept, refuse or customise optional cookies and reopen cookie settings to withdraw consent. The site records the consent wording/version, language, choice and timestamp.

7. Marketing consent

Marketing consent is optional, specific and separate from consent needed to answer an enquiry or provide a service. Refusal or withdrawal does not affect requested services. Consent may be withdrawn at any time through an unsubscribe facility or by emailing us. We retain evidence of the wording, version, language, time and status of the choice.

8. Governing law, accessibility and language

These terms are governed by the law of England and Wales, without limiting mandatory consumer rights. We will make reasonable adjustments and provide information in an accessible form where reasonably required. Translations assist understanding; unless expressly agreed otherwise in a Client Care Letter, the English version governs if meanings differ.