Document integrity policy

The commitment

We do not prepare, arrange, source, alter or submit any document we believe to be false. This applies regardless of what a client offers to pay, how urgent the trip is, or whether the document would probably pass.

What this covers

• Bank statements that do not reflect the account's real history
• Employment letters from companies where the applicant is not employed, or stating a salary that is not paid
• Property documents belonging to another person
• Hotel or flight bookings that were never made
• Invitation or sponsorship letters from a sponsor who has not agreed to them
• Any alteration to a document issued by a third party

What happens when we find a problem

A case officer who has a concern about a document raises it with the applicant in writing, with the reason. The applicant can supply a corrected document or evidence supporting the original.

If the concern is not resolved, we close the file. The service fee is not charged, or is refunded if already paid. We do not report the applicant to any authority, and we do not retain the disputed document beyond our normal retention period.

What we record

Every document received, every review decision, and every file closure is recorded with a timestamp and the officer responsible. This record exists so that we can answer a question about any file we have handled, and so that our staff know their decisions are visible.

Staff

No member of staff has authority to override this policy for any client. Any staff member who does so is dismissed.

Contact

Concerns about a file handled by us, or about anyone claiming to represent us, should be sent to the email on the contact page.