How we work
We want to ensure that every person receives free advice first, understands their options, and chooses freely whether to continue into specialist support.
1. Free Initial Contact & Assessment
Your journey always begins with free advice. Whether you contact us directly or are referred by a partner, our team provides:
- A free initial conversation to understand your situation
- Free general immigration advice where appropriate
- Clear, simple information about your options
If your situation can be resolved within our free generalist service, we will support you at no cost.
2. Clear Explanation of Specialist Support
If you need more complex immigration advice – for example, detailed representation, application support or casework - your adviser will explain:
- Why your case requires specialist support
- What work we can carry out for you
- What remains free
- What would be chargeable
- Any available fee waivers, reductions or exemptions
You are under no pressure to proceed, and we will always signpost clients to other services that are available to them. The choice is always yours. All income from specialist work is reinvested into sustaining our free immigration advice across the region — supporting the most vulnerable now and in the future.
3. Transparent Fees & Written Scope of Work
Before entering the specialist service, you receive:
- An explanation of the fees that apply to your case
- A clear scope of work outlining exactly what we will do
- Payment stages
- For eligible clients: confirmation of fee waivers or exemptions
You can opt out at any time before chargeable work begins.
4. Specialist Casework Begins
Once you decide to proceed, your accredited adviser will begin work on your case.
This may include:
- Preparing your application
- Helping you gather evidence
- Representing you in correspondence with the Home Office
- Providing or signposting to holistic support where needed
Your adviser will keep you updated throughout and check in regularly.
5. Review, Submission & Closure
When your case is ready:
- We finalise and submit your application (where required)
- You receive confirmation of completion
- Any final payments (if applicable) are taken before submission
- We will wait for a decision to be made on your application
- After the decision is received, we will provide a closure letter and any follow‑up information you need
All work is reviewed for quality and compliance.
FAQS
Yes. All general immigration advice and every initial assessment remain free. We only charge for specialist casework.
No. You only pay if you choose to enter our specialist service for work such as applications or representation.
Clients can approach us via Citizens Advice BCP, or directly to South West Immigration Services Hub. Citizens Advice BCP offers free assessment and initial advice. If specialist casework or higher-level advice is required, the client is transferred to South West Immigration Services Hub.
Our fees are transparent, fixed, and below private sector rates. You’ll always see your fee in writing before any work begins.
We will assess whether you meet our exemption criteria. Exemptions are applied discretely, fairly and without stigma.
Never. You will always have access to our free initial advice offer, regardless of your decision.
Because the region is an immigration advice desert, and we need a sustainable way to deliver specialist support. Charging modest fees lets us:
- Retain accredited experts
- Offer high quality representation
- Protect free advice for everyone
All income is reinvested back into free services – not profit.
Yes. All specialist immigration work is delivered by accredited advisers operating under IAA regulatory standards and Citizens Advice quality frameworks.
You can self refer directly or be referred through one of our partner organisations.
