Our Commitment to You

At Aarnex Law Ltd, we are committed to providing a high standard of service. However, we understand that sometimes things may not go as expected. If you are dissatisfied with any aspect of our service, we encourage you to let us know. Your feedback helps us improve and maintain the quality and integrity of our work.

How to Raise a Complaint

If you wish to raise a concern or complaint about our services, you may do so in writing via email or post:

• Email: info@aarnexlaw.com

• Postal Address: Aarnex Law Ltd, 79 College Road, London HA1 1BD

Please provide the following details when submitting your complaint:

• Your full name and contact information

• A clear description of your concern or issue

• Any relevant dates, supporting documents, or names of staff involved

• The outcome or resolution you are seeking

How We Will Handle Your Complaint

1. Acknowledgement
   We will acknowledge receipt of your complaint within 5 working days.

2. Investigation
   Your complaint will be reviewed by a senior team member, independent from the matter concerned. We may contact you for further clarification during this process.

3. Response
   We aim to respond to all complaints with a written outcome within 14 working days. If further time is needed, we will inform you of the delay and the reason for it.

4. Resolution
   If your complaint is upheld, we will explain what steps we are taking to resolve it and to ensure the issue does not happen again. If the complaint is not upheld, we will provide a clear explanation.

Complaints Involving Referred Legal Professionals

As outlined in our Disclaimer, Aarnex Law Ltd is a non-regulated legal consultancy. We may refer or introduce clients to regulated solicitors or barristers where appropriate.

If your complaint relates to legal work undertaken by a solicitor or barrister following such a referral:

• You will need to raise your complaint directly with the regulated legal professional or their firm, under their own complaints and regulatory procedures.

• Aarnex Law Ltd is not responsible for the conduct, advice, or outcome of work carried out by any external party after referral.

Your Rights

If you remain dissatisfied after exhausting our internal process, you may be entitled to escalate your complaint to an external body, depending on the nature of the issue.

Please note: As a non-regulated legal services provider, Aarnex Law Ltd is not subject to the Legal Ombudsman scheme. However, we remain committed to resolving complaints fairly and transparently.

Need More Help?

If you are unsure whether your complaint falls under our responsibility or that of a referred solicitor/barrister, please contact us first. We’ll guide you accordingly.

📧 Email: info@aarnexlaw.com