Complaints - Arona St James Solicitors
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We are committed to providing high quality legal advice and client care. However, if at any point you become unhappy or concerned with the service we provide than you should inform us immediately, so we can do our best to resolve any issues.

We hope that in the first instance you will feel able to and would recommend that you do discuss your concerns with the person carrying out the work on your behalf. If your concerns are not capable of resolution as a result of such discussion however then they will be referred to the solicitor ( heads of team)  ultimately responsible for your matter unless it involves the head of team themselves, in that instance it will be referred to an alternative head of team Solicitor.

The Solicitor ( head of team) responsible will respond to you within 10 working days following an investigation of your complaint and the file. If it is not possible to review the file adequately in that period, then we will advise you of the reasons and set a timescale to deal with the matter.

If the Solicitor  ( head of team) responsible is unable to resolve your concerns satisfactorily then these will be referred:-

  • To an alternative head of team solicitor ( heads of Immigration and employment Arona Sarwar Principal Solicitor and Gillian Hutchfull Head of private client
  • They will review the complaint and findings and revert to you with their final findings within 14 days.

Our complaints are handled by the Principal solicitor Arona Sarwar who can be reached via email:

or by post at:

Arona St James

63 St James’s Street

London E17 7PJ

We do hope that it will be possible to resolve matters to our mutual satisfaction sooner rather than later. Making a complaint will not affect how we handle your case.

What To Do If We Cannot Resolve Your Complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman within six months of receiving a final response to your complaint and no more than six years from the date of act/omission; or no more than three years from when you should reasonably have known there was cause for complaint.

Contact details


Telephone: 0300 555 0333 between 9am to 5pm


Or write to: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ.

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.

You can raise your concerns with the Solicitors Regulation Authority.