Our Complaints Procedure
 
 
 
We are committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please feel free to contact us using our online form below or by letter/fax or email:

Title:*
 
First Name:*
 
Last Name:*
 
Any Shergroup Reference:*
 
Your Address:*
 
Your Contact Number:*
 
Your Email Address:*
 
Outline of Your Complaint:*

You have 1000 characters remaining for your description...
 
Verification code:*

 
 
 


Thank you!

What will happen next?
  • We will send you a letter or an email acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally involve passing your complaint to our Head of Service, Neil Presland, who will review your matter file and speak to the member of staff who acted for you.
  • Neil Presland will then invite you to a meeting to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
  • Within three days of the meeting, Neil will write to you to confirm what took place and any solutions he has agreed with you.
  • If you do not want a meeting or it is not possible, Neil will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  • At this stage, if you are still not satisfied, you should contact us again and we will arrange for the Shergroup Legal Director, Claire Sandbrook to review Neil’s decision.
  • We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  • If you are still not satisfied, you can contact:
Legal Ombudsman,
PO Box 15870
Birmingham
B30 9EB

about your complaint. Any complaint to the Legal Ombudsman must usually be made within six months of the date of our final written response on your complaint but for further information, you should contact the Legal Ombudsman on 0300 555 0333 or at enquiries@legalombudsman.org.uk

If we have to change any of the timescales above, we will let you know and explain why.
 
 
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