Complaints Procedure
Your feedback helps us maintain our high standards of service
How to Make a Complaint
At Shergroup Legal, we are committed to providing excellent service to all our clients. However, we understand that sometimes things may not go as expected. If you are dissatisfied with any aspect of our service, we want to hear from you so we can address your concerns promptly and professionally.
Acknowledgment
Upon receipt, your complaint will be acknowledged in writing by email immediately (same day where possible).
Recording
The complaint will be formally recorded in our system for monitoring and review within 24 hours.
Initial Review
A full chronology and relevant paperwork will be compiled and referred to our appointed Complaints Officer within 48 hours.
Investigation & Response
A full written response will be provided within 14 days of receipt. If this is not possible, we will contact you to explain the reason for the delay and provide an expected timeframe for response.
Responsible Officer
All complaints will be reviewed and responded to by our dedicated Complaints Officer.
Complex Cases
In more complex matters, the complaint may be discussed and reviewed jointly by the Complaints Officer and the CEO of Shergroup, or members of Shergroup’s leadership team.
Resolution & Remedial Action
If your complaint is found to be justified, our response will include details of what has gone wrong and what actions we propose to take to put matters right.
How to Submit Your Complaint
You can make a complaint to us in any of the following ways:
- Email: Send your complaint to our Complaints Officer
- Letter: Write to us at our office address
- Phone: Call us to discuss your concerns
- In Person: Visit our office during business hours
Customer Reviews & Feedback
We value all feedback from our clients. You can also share your experience through:
- Google Reviews
- Trustpilot
- Direct feedback via our website
- Annual client satisfaction surveys
Your reviews help us continue to improve our services and assist other clients in making informed decisions.
If You’re Not Satisfied with Our Response
Legal Ombudsman
If you are not satisfied with our response to your complaint, you may refer the matter to the Legal Ombudsman. They provide a free, independent service for resolving disputes between lawyers and their clients.
Contact Details:
- Website: www.legalombudsman.org.uk
- Phone: 0300 555 0333
- Email: [email protected]
- Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
Important Time Limits
You must refer your complaint to the Legal Ombudsman within one year of the date of our final response to your complaint, or within six years of the problem occurring (or within three years of when you should reasonably have known there was a problem).
Solicitors Regulation Authority (SRA)
You can also report serious misconduct to the SRA, who regulate solicitors and law firms in England and Wales.
Contact Details:
- Website: www.sra.org.uk
- Phone: 0370 606 2555
- Online reporting: Available through their website
Our Commitment to Service Excellence
We take all complaints seriously and use them as an opportunity to improve our services. Our complaints procedure is designed to:
- Provide a fair and transparent process for resolving disputes
- Ensure all complaints are handled promptly and professionally
- Learn from feedback to continuously improve our services
- Maintain the trust and confidence of our clients
- Meet all regulatory requirements and best practice standards
We are proud of our track record of resolving the vast majority of complaints internally, with typically only 1-2 formal complaints per year. This reflects our commitment to maintaining excellent client relationships and addressing concerns before they escalate.
Prevention is Better Than Cure
We believe in preventing problems before they arise through:
- Clear communication at every stage of your matter
- Regular updates on progress and costs
- Transparent fee arrangements and billing
- Professional training for all our staff
- Regular quality reviews and client feedback
If you have any concerns about our service, please don’t hesitate to speak to your case handler or contact our Complaints Officer directly. We’re here to help and want to ensure you receive the best possible service.