Prentice Family Law is committed to providing a high-quality legal service to all clients. We welcome all feedback as this will help maintain and improve standards.

You will be informed in writing, in the form of a Client Care letter, that you are entitled to complain if you are not happy with the service provided and who you should complain to.  A full copy of the complaints procedure is available upon request.

If you have a complaint, you should first contact the fee earner dealing with your case. This can be done by email, letter or telephone.

You should ensure that you clearly explain the nature of the complaint, describe the facts and events relating to it, and what loss you may have incurred as a result.

You will be sent a letter acknowledging your complaint and asking you to confirm or explain the details. You can expect to receive this letter within 2 days of us receiving your complaint.

There will be no charges incurred in investigating or corresponding with you about your complaint.

Your complaint will be recorded within one day of receipt by Sarah Prentice.

Your complaint will be investigated immediately. This may involve one or more of the following steps.

You will be invited to meet with the fee earner to discuss and hopefully resolve your complaint. This will be arranged within 3 days.

Within 2 days of the meeting, you will receive a letter to confirm what took place and any actions or solutions that have been agreed with you.

If you do not want a meeting or it is not possible, you will be sent a detailed reply to your complaint. This will include suggestions for resolving the matter. This will be done within 5 days of completing the investigation.

At this stage, if you are still not satisfied, you should write to us again. The decision will then be reviewed by another partner in the firm. If this is not appropriate a member of the local Law Society or another solicitor will review your complaint.

We will inform you of the result of the review within 5 days of the end of the review. This will be done in writing, confirming our final position on your complaint and explaining the reasons. You will also be given the name and address of the relevant statutory regulatory or complaints body, if you are still not satisfied, who you can contact about your complaint.

Normally you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint.