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Complaints Procedure

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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.

1

Acknowledgment

Upon receipt, your complaint will be acknowledged in writing by email immediately (same day where possible).

2

Recording

The complaint will be formally recorded in our system for monitoring and review within 24 hours.

3

Initial Review

A full chronology and relevant paperwork will be compiled and referred to our appointed Complaints Officer within 48 hours.

4

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.

5

Responsible Officer

All complaints will be reviewed and responded to by our dedicated Complaints Officer.

6

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.

7

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:

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

Contact Our Complaints Officer

Susan Loustalan

Complaints Officer

📧 [email protected]

📞 [Phone Number]

🏢 [Office Address]

Email Complaints Officer

Our SRA Details

SRA ID: [Your SRA Number]

Authorized and regulated by:
Solicitors Regulation Authority

Professional Indemnity Insurance

We maintain comprehensive Professional Indemnity Insurance

Our insurance meets the minimum terms required by the SRA, providing protection for our clients’ interests.

Coverage includes:

  • Professional negligence claims
  • Breach of professional duty
  • Loss of documents
  • Dishonesty of employees

Compensation Fund

SRA Compensation Fund

As an SRA-regulated firm, our clients are protected by the SRA Compensation Fund, which may be able to help if:

  • Money or property has been lost due to dishonesty
  • We have failed to account for money or property
  • There has been a failure to return money or property

Maximum compensation: £2 million per claim

Learn More

Alternative Dispute Resolution

We are committed to resolving disputes through:

  • Direct negotiation
  • Mediation services
  • Legal Ombudsman referral
  • Professional arbitration

We will always work with you to find the most appropriate resolution method for your situation.

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.

DISCLAIMER NOTICE |

The following disclaimer applies to Shergroup Limited and its platform, shergroup.com. Please read this notice carefully before accessing or using any information provided on our platform.

  1. No Legal Advice | The information presented on shergroup.com, including but not limited to articles, blog posts, FAQs, and other resources, is provided for general informational purposes only. It is not intended to be, and should not be considered, legal advice. The information provided does not create a solicitor/client relationship between Shergroup Limited and the user.
  2. Not a Substitute for Legal Advice | The information on shergroup.com should not be relied upon as a substitute for obtaining legal advice from a qualified professional. The application of laws and regulations can vary based on specific circumstances, and legal advice tailored to your particular situation is crucial. Therefore, we may refer you to a member of our partner firm -Shergroup Legal – on legal matters or encourage you to take your own legal advice from your preferred advisor.
  3. No Guarantee of Accuracy | While we strive to provide accurate and up-to-date information, Shergroup Limited does not guarantee the accuracy, completeness, or reliability of any information on shergroup.com. The legal landscape is constantly evolving, and laws may vary across jurisdictions. Therefore, any reliance you place on the information provided is at your own risk.
  4. No Liability | Shergroup Limited, including its officers, employees, agents, and affiliates, shall not be held liable for any direct, indirect, incidental, consequential, or punitive damages arising out of your access to or use of shergroup.com or any information contained therein. This includes, but is not limited to, any errors or omissions in the content, or any actions taken or not taken based on the information provided.
  5. Third-Party Links | Shergroup.com may contain links to third-party websites or resources. These links are provided solely for convenience and do not imply endorsement or responsibility for the content, accuracy, or legality of such websites or resources. Shergroup Limited shall not be liable for any damages or losses incurred as a result of accessing or using any third-party websites or resources.
  6. Changes to Disclaimer | Shergroup Limited reserves the right to modify or amend this disclaimer notice at any time without prior notice. Any changes will be effective immediately upon posting on shergroup.com. It is your responsibility to review this notice periodically for updates.

By accessing or using shergroup.com, you acknowledge that you have read, understood, and agreed to this disclaimer notice. If you do not agree with any part of this notice, you should refrain from accessing or using shergroup.com.

Last updated | 19 July 2023

Should you have any questions or concerns regarding this disclaimer notice, please contact us at [email protected]