Complaints Procedure
At SHG Law, we are committed to providing excellent legal services. However, if you feel that we have not met your expectations, we encourage you to voice your concerns so we can address them. Below is our complaints procedure, designed to ensure that any issues are resolved fairly and promptly.
1. Informal Resolution
If you are dissatisfied with any aspect of the service we have provided, we encourage you to first speak with the solicitor or legal professional directly involved in your matter. Often, concerns can be addressed quickly and informally at this stage.
2. Formal Complaints
If the matter is not resolved informally or if you feel unable to approach the individual involved, you can make a formal complaint by following these steps:
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2.1 Submitting Your Complaint
* In Writing: Please submit your complaint in writing, either by email to info@shglaw.co.uk or by post to SHG Law, PO Box 963, Halifax, HX1 9YY. You may also use our complaint form, available on our website or upon request.
* Required Information: Include the following details in your complaint:
* Your full name and contact details
* The matter or case related to your complaint
* A brief description of the issue
* Any supporting documentation, if applicable
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2.2 Acknowledgment
Once your complaint is received, we will acknowledge receipt within 5 business days. In our acknowledgment, we will provide you with details of the person handling the complaint and an outline of the process.
2.3 Investigation
We will thoroughly investigate your complaint. This may involve reviewing relevant files, speaking to staff members, and considering any other information you have provided. The investigation will be completed as quickly as possible, but we aim to resolve all complaints within 30 days.
2.4 Outcome
Once the investigation is complete, we will inform you of the findings. If we find that the complaint is justified, we will take appropriate steps to resolve the issue. This may include:
* Apologising for any shortcomings
* Offering an explanation or clarification
* Proposing a solution or corrective action
2.5 Appeals
If you are dissatisfied with our response to your complaint, you may request a review of the decision. The review will be conducted by a senior partner or an independent person within the firm who was not involved in the original decision-making process. You will receive a final response within 14 days.
3. External Complaints
If you are not satisfied with the outcome of our internal complaints procedure, you have the right to refer your complaint to the relevant regulatory body:
* For solicitors in England and Wales, you can contact the Legal Ombudsman at:
* Website: www.legalombudsman.org.uk
* Phone: 0300 555 0333
* Email: enquiries@legalombudsman.org.uk
* Address: Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ
The Legal Ombudsman can only review your complaint if it has been fully considered by us first, and it must be referred within 6 months of our final response.
4. Confidentiality
We treat all complaints with the utmost seriousness and respect. Any information provided will be handled confidentially in accordance with data protection laws and our privacy policy.
5. No Retaliation
We ensure that making a complaint will not affect your current or future legal representation. You will not be treated unfairly or prejudiced for raising concerns with us.
6. Feedback
We value your feedback, as it helps us improve our services. Even if your complaint is resolved to your satisfaction, we encourage you to let us know if there is anything we can do to enhance our services in the future.Please let us know if you have any questions regarding our complaints procedure or need assistance in making a complaint.