At Arrow Legal is of utmost importance that our clients receive a high standard of professional services but also a service of a human level, whereby you know where you always stand.  If at any point you feel this is not the case, we would encourage you notify us of the same.   we aim to resolve any complaints wherever possible, as per our complaint’s procedure.

Should this not be possible, we urge you to contact Simi Dhanjal who will deal with the matter.  She is the Principal and can be contacted as follows:

01932 640 414 / [email protected]

she will ensure that you complaint is investigated seriously and reviewed in light of the circumstances.  Simi will notify you as soon as possible of the outcome of your complaint by doing the following with you permission:

  1. Resolve your complaint and record it in our central register
  2. Take care to ensure that the complaint is acknowledged within 48 hours of receipt (excluding and weekends / bank holidays)
  3. Investigate the complaintproactively having youinvolved to clarify any uncertainties, this may mean Simi meeting with you directly to obtain any further information
  4. Provide you with a genuine proposal to resolve the complaint we hope to revert to you within two weeks if not sooner. We shall in any event get back to you with the outcome of the investigation of the complaint. 

If you are still unhappy with the outcome of your complaint,within 8 weeks you may refer the complaint to the Legal Ombudsman. They will look at your complaint independently.  This will have no bearing on who we handle you case.  Contact details for the Legal Ombudsman can be found on this website

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. A complaint to the Legal Ombudsman can be made:

  • Within six months of receiving a final response to your complaint


  • 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.

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like taking or losing your money, dishonesty, or treating you unfairly because of your age, a disability or other characteristic.

You can visit the Solicitors Regulation Authority website for more information.