Complaints Policy

We are committed to providing a high-quality legal service.

We acknowledge that we may not always get it right, so if something has gone wrong, including in relation to our charges, we need you to tell us. This will help us to improve our standards of service.

How do I make a complaint?

You can contact us in writing (by letter or email) or by telephone.

In the first instance, it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. If you do not feel able to discuss your concerns with them, please contact the person responsible for the overall supervision of your matter, who will be named in the client care letter we sent you at the beginning of your matter.

If you do not feel able to raise your concerns with either of these people, or you are unsatisfied with their response, please contact David Prince who has overall responsibility for complaints and whose contact details are:

Mr David Prince 3 Royal Court Basil Close Holywell Chesterfield S41 7SL Email: [email protected]

To help us to understand your complaint, and in order that we do not miss anything, please tell us:

  • your full name and contact details;
  • what you think we have got wrong;
  • how you would like your complaint to be resolved; and
  • your file reference number (if you have it).

If you require any help in making your complaint we will try to help you.

How will you deal with my complaint?

We will write to you within five working days acknowledging your complaint, enclosing a copy of this policy.

We will investigate your complaint. This will usually involve:

  • reviewing your complaint;
  • reviewing your file(s) and other relevant documents; and
  • liaising with the person who dealt with your matter

We may also need to ask you for further information or documents. If so, we will ask you to provide the information within a specific period of time.

We will update you on the progress of your complaint at appropriate times.

We may also, if appropriate, invite you to a meeting to discuss your complaint. You do not have to attend if you do not wish to or if you are unable to. We will be happy to discuss the matter with you by telephone or video conference.

We will write to you at the end of our investigation to tell you what we have done and what we propose to do to resolve your complaint. Where possible, we will aim to do this within 21 days of the date of our letter of acknowledgement.

What to do if we cannot resolve your complaint

The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your matter.

Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:

  • within six months of receiving a final response to your complaint; and
  • no more than six years from the date of act/omission; or
  • no more than three years from when you should reasonably have known there was cause for complaint.

If you would like more information about the Legal Ombudsman, please contact them.

Contact details

Visit: www.legalombudsman.org.uk

Call: 0300 555 0333 between 9.00 to 17.00

Email: [email protected]

Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Alternative dispute resolution (ADR) bodies exist which are competent to deal with complaints about legal services should both you and our firm wish to use such a scheme, eg Ombudsman Services or ProMediate . We have, however, chosen not to adopt an ADR process. If, therefore, you wish to complain further, you should contact the Legal Ombudsman.

What to do if you are unhappy with our behaviour

The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.

Visit its website to see how you can raise your concerns with the Solicitors Regulation Authority.

What will it cost?

We will not charge you for handling your complaint.

Please note that if we have issued a bill for work done on the matter, and all or some of the bill is not paid, we may be entitled to charge interest on the amount outstanding. This is explained in our terms of engagement letter.

The Legal Ombudsman service is free of charge.

Free 30 Minute Consultation

    * = required


    Meet the Team

    David Prince
    David Prince
    Managing Director / Solicitor

    David founded Prince Family Law in 2005 having previously spent 17 years as a family law partner with a leading…

    View Profile

    Sarah Woodward
    Sarah Woodward
    Director / Chartered Legal Executive

    Sarah has practiced family law since 1995 and trained at a large city practice. Sarah specialises in all aspects of …

    View Profile

    Lisa O’Connor
    Lisa O’Connor
    Director / Chartered Legal Executive

    Lisa is a Chartered Legal Executive and Director of the firm. Lisa O’Connor joined Prince Family Law in 2008 having …

    View Profile

    Carey New
    Carey New
    Chartered Legal Executive

    Carey has practised Family Law since 1999 and has a wealth of knowledge in all areas including financial settlements…

    View Profile

    Louise Butcher
    Louise Butcher
    Solicitor

    Louise qualified in 2005 and has practised family law ever since. She has a depth of knowledge and experience …

    View Profile

    Adam Kidd
    Adam Kidd
    Solicitor

    Adam has practised family law since qualification in 2016.  Adam graduated from Birmingham University in 2013

    View Profile

    Kelsie Thornton
    Kelsie Thornton
    Paralegal

    Kelsie has been working in family law for the last 4 years having previously worked in a well known Doncaster firm.

    View Profile

    Anna Miller
    Anna Miller
    Personal Assistant / Secretary

    Our highly experienced team of Personal Assistants/Secretaries have been with the firm for many years and offer a strong support network to our fee earners and clients.

    Helen Fletcher
    Helen Fletcher
    Personal Assistant / Secretary

    Our highly experienced team of Personal Assistants/Secretaries have been with the firm for many years and offer a strong support network to our fee earners and clients.

    Rachel Lamb
    Rachel Lamb
    Personal Assistant / Secretary

    Our highly experienced team of Personal Assistants/Secretaries have been with the firm for many years and offer a strong support network to our fee earners and clients.