Complaints, Terms of Use and Privacy

Complaint Information

The firm is committed to providing a good-quality legal service and to dealing with all clients fairly. The firm acknowledge that there may be instances where clients are not satisfied. The firm will try to resolve any concerns clients have.

How to make a complaint?

Clients can contact the firm’s Commercial Director via email ( to make their complaint. To help the firm understand the client’s complaint please can the client provide:

  • their full name and contact details;
  • what they think the firm has got wrong with supporting documents where possible;
  • what they hope to achieve as a result of their complaint, and
  • their file reference number (if they have it).

How will the firm deal with a complaint?

The firm will write to the client within three working days acknowledging their complaint, enclosing a copy of this policy. The firm will then investigate your complaint. This will usually involve:

  • reviewing the complaint;
  • reviewing the file(s) and other relevant documents,
  • speaking with the person who dealt with the matter; and
  • asking the client for additional information as required.

The firm will update the client on the progress of their complaint at appropriate times. The firm may also, if appropriate, invite the client to a meeting to discuss their complaint. The client does not have to attend if they do not wish to and or are unable to. The firm will be happy to discuss the matter with the client via a phone call.

The firm will write to the client at the end of its investigation to tell them what it has done and what it proposes to do to resolve the complaint. Where possible, the firm will aim to do this within twenty-one days of the date of the letter of acknowledgement. The firm will notify you if the findings are going to take longer than twenty-one days. Please note on complex matters findings may take up to eight weeks.

The firm will also record the complaint centrally so that it can continuously improve its service.

What if the client remains dissatisfied?

If a client remains unhappy with the outcome of the complaints handling procedure please first let the firm know so an independent Director can review the matter. The independent Director will aim to complete the review within fourteen days.

If the client is still unhappy they can ask the Legal Ombudsman to review their complaint. They can contact the Legal Ombudsman by:

  • post at PO Box 6167, Slough, SL1 0EH
  • telephone: 0300 555 0333, or
  • email:

It is important to note that the Legal Ombudsman has their own time limits. They will review complaints:

if the complaint is made within one year of the problem occurring; or

the complaint is made within one year of the client finding out about an issue.

In either case the complaint must be made within six months of our final response which we aim to provide promptly. Further details are available on the website:

Alternative complaints bodies (such as: Small Claims Mediation) exist which deal with complaints about legal services should both the client and this firm wish to use such a scheme. 

If the firm is unable to resolve the complaint, and it relates to a contract we entered into online or by other electronic means, the client may also be able to submit their complaint to an approved alternative dispute resolution (ADR) provider in the UK.

The ODR platform is an interactive website offering a single point of entry for disputes between consumers and traders relating to online contracts. The ODR platform is available to consumer clients only, i.e. where the client has instructed us for purposes outside your trade, business, craft or profession.

What will it cost?

The firm will not charge a client for handling their complaint. The Legal Ombudsman service is free of charge. The ODR platform itself is free to use, but the ADR entity to which the complaint is transmitted may charge for its service. The ADR entity is responsible for informing all parties of the cost of its dispute resolution procedure.

Privacy Policy


Our Privacy Policy tells you what will happen to any personal data that you provide to us as a result of using this website. The information is written for the benefit of general visitors to the website, clients are provided with a detailed Data Protection information in their matters Terms and Conditions. 

Personal data provided by you

By providing personal information via this website, you agree to us contacting you. We maintain an optional mailing list which may be offered via our website, your personal information will be used solely by us.

How we use your personal data

We use the data you provide via this website to:


  • Communicate with you, for example we use contact details to respond yo your enquiries.
  • Monitor website trends, for example we use Google Analytics.
  • Operate our business more effectively, for example we seek feedback to help us improve our service.

Our “lawful reasons” for processing your data

The “General Data Protection Regulation” (GDPR) is the primary piece of legislation defining your rights over our processing of your personal information. GDPR requires us to declare which of six “lawful reasons” we are relying on when we are processing your personal data. We operate on the basis of: 

  • “Consent” when sending newsletters.
  • “Legitimate interest” when communicating with you in other ways (e.g. responding to your enquiry).

Transfer of personal data

From time to time we may pass personal data such as your name and email address to other services that we use to send out newsletters and other communications. However, your personal data will never be sold or transferred to an organisation outside the UK or the EU.


Please email any concerns you have in regards to you personal data to

Google Analytics

We use Google Analytics to monitor how our website is being used so we can make improvements. Our use of Google Analytics requires us to pass to Google your IP address (but no other information). Google uses this information to prepare site usage reports for us, but Google may also share this information with other Google services. In particular, Google may use the data collected to contextualise and personalise the ads of its own advertising network. 

Website Terms and Conditions

This legal notice applies to the entire contents of this website ("Website"). Please read these terms carefully before using this Website. Using this Website indicates that you accept these terms.


You may access most areas of this Website without registering your details with us. By accessing any part of this Website, you shall be deemed to have accepted this legal notice in full. If you do not accept this legal notice in full, you must leave this Website immediately. Calder Mullis (also “We”) may revise this legal notice at any time by updating this posting. You should check this Website from time to time to review the then current legal notice, because it is binding on you. Certain provisions of this legal notice may be superseded by expressly designated legal notices or terms located on particular pages of this Website.


You are permitted to print and download extracts from this Website for your own use on the following basis: 

  • No documents or related graphics on this Website are modified in any way.
  • No graphics on this Website are used separately from accompanying text.
  • Calder Mullis’ copyright and trade mark notices and this permission notice appear in all copies.
  • Any such use is for your own personal use only and no materials shall be used for any commercial purpose.

Unless otherwise stated, the copyright and other intellectual property rights in all material on this Website (including without limitation photographs and graphical images) are owned by Calder Mullis or its licensors. For the purposes of this legal notice, any use of extracts from this Website other than those specifically permitted in this page is prohibited. If you breach any of the terms in this legal notice, your permission to use this Website automatically terminates and you must immediately destroy any downloaded or printed extracts from this Website. You may also be liable to indemnify us against any losses we incur as a result of the use of this Website or any information extracted from it.

Subject to the specifically permitted uses of this website, no part of this Website may be reproduced or stored in any other website or included in any public or private electronic retrieval system or service without Calder Mullis’ prior written permission. Any rights not expressly granted in these terms are reserved.

Service access

While Calder Mullis endeavours to ensure that this Website is normally available 24 hours a day, we shall not be liable if for any reason this Website is unavailable at any time or for any period. Access to this Website may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for reasons beyond our control.

Visitor material and conduct

Other than personally identifiable information, which is covered under the Privacy Policy, any material you transmit or post to this Website shall be considered non-confidential and non-proprietary. Calder Mullis shall have no obligations with respect to such material. Calder Mullis and its designees shall be free to copy, disclose, distribute, incorporate and otherwise use such material and all data, images, sounds, text and other things embodied therein for any and all commercial or non-commercial purposes. This will not apply to any email you send us via the Website requesting advice which shall be treated on receipt by Calder Mullis as confidential. However, you are reminded email is not necessarily a secure method of transmission, and you are responsible for ensuring any email is correctly addressed. Where your correspondence contains any particularly sensitive or confidential information, we recommend you contact us prior to transmitting such information in order to discuss the appropriate arrangements.

You are prohibited from posting or transmitting to or from this Website any material: 

  • That is threatening, defamatory, obscene, indecent, seditious, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, menacing, scandalous, inflammatory, blasphemous, in breach of confidence, in breach of privacy or which may cause annoyance or inconvenience.
  • For which you have not obtained all necessary licences and/or approvals.
  • Which constitutes or encourages conduct that would be considered a criminal offence, give rise to civil liability, or otherwise be contrary to the law of or infringe the rights of any third party, in the UK or any other country in the world.
  • Which is technically harmful (including, without limitation, computer viruses, logic bombs, Trojan horses, worms, harmful components, corrupted data or other malicious software or harmful data).


You may not misuse the Website (including, without limitation, by hacking).

Calder Mullis shall fully co-operate with any law enforcement authorities or court order requesting or directing us to disclose the identity or locate anyone posting any material in breach of this page.

Website links

Links to third party websites on this Website are provided solely for your convenience. If you use these links, you leave this Website. Calder Mullis has not reviewed all of these third party websites and does not control and is not responsible for these websites or their content or availability. We therefore do not endorse or make any representations about them, or any material found there, or any results that may be obtained from using them. If you decide to access any of the third party websites linked to this Website, you do so entirely at your own risk.

You are not permitted to create links to this website. Should you wish to do so, please email to discuss. We expressly reserves the right to revoke the right granted for breach of these terms and to take any action it deems appropriate. You shall fully indemnify Calder Mullis for any loss or damage suffered by us for breach of these terms. 


While Calder Mullis endeavours to ensure that the information on this Website is correct, we do not warrant the accuracy and completeness of the material on this Website. We may make changes to the material on this Website, or to the services described in it, at any time without notice. The material on this Website may be out of date, and we makes no commitment to update such material.

The material on this Website is provided “as is”, without any conditions, warranties or other terms of any kind. Accordingly, to the maximum extent permitted by law, Calder Mullis provides you with this Website on the basis that we excludes all representations, warranties, conditions and other terms (including, without limitation, the conditions implied by law of satisfactory quality, fitness for purpose and the use of reasonable care and skill) which but for this legal notice might have effect in relation to this Website.

Where any information is provided on this Website or in any newsletter or similar correspondence we may send you at any time, such materials are provided for general information and reference purposes only and should not be relied upon. You should seek specific legal advice in relation to any query you may have, and we shall not be liable for any action you take or failure to act following a review of the information placed on the Website.


Calder Mullis, any other party (whether or not involved in creating, producing, maintaining or delivering this Website), and any of our owners, employees or agents of any of them, exclude all liability and responsibility for any amount or kind of loss or damage that may result to you or a third party (including without limitation, any direct, indirect, punitive or consequential loss or damages, or any loss of income, profits, goodwill, data, contracts, use of money, or loss or damages arising from or connected in any way to business interruption, and whether in tort (including without limitation negligence), contract or otherwise) in connection with this Website in any way or in connection with the use, inability to use or the results of use of this Website, any websites linked to this Website or the material on such websites, including but not limited to loss or damage due to viruses that may infect your computer equipment, software, data or other property on account of your access to, use of, or browsing this Website or your downloading of any material from this Website or any websites linked to this Website.

Nothing in this legal notice shall exclude or limit Calder Mullis’ liability for: 

  • Death or personal injury caused by negligence (as such term is defined by the Unfair Contract Terms Act 1977).
  • Fraud.
  • Misrepresentation as to a fundamental matter.
  • Liability which cannot be excluded or limited under applicable law.


If your use of material on this Website results in the need for servicing, repair or correction of equipment, software or data, you assume all costs thereof.

Governing law

This legal notice shall be governed by and construed in accordance with English law. Disputes arising in connection with this legal notice shall be subject to the exclusive jurisdiction of the English courts. This Website is based in England and is intended for users in England and Waters. We make no representations that the materials and Website are suitable for users outside England and Wales, and if you choose to access the Website from outside of England or Wales you are solely responsible for ensuring compliance with all relevant local laws, and you hereby indemnify us from any liability arising in connection with your use and access to the Website.

Our accreditations and memberships

We are Specialist Quality Mark Hold Contracted with the Legal Aid Agency as well as:

Calder Mullis Family Solicitors, members of Resolution.
Calder Mullis Family Solicitors, members of Cyber Essentials.
Calder Mullis, Family Solicitors logo.

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