Terms of business and complaints

We provide our terms of business to new clients and they are available to all prospective clients on request.

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. We will not charge for handling a complaint.

If you have a complaint about the service provided by Cater Leydon Millard, or about your bill for the service provided, you should raise it in the first instance with our Client Care Officer, Wendy Leydon or, if your complaint is about Wendy Leydon, with Nathan Millard. Both are directors of our company.

On receipt of a complaint we will, within 5 working days:

  • acknowledge your complaint
  • record your complaint in a central file
  • advise you who is investigating your complaint
  • ask you how you wish to be communicated with (i.e. by post, email, etc)
  • send you a copy of our complaints procedure

     We will then:

  • consider all aspects of your complaint including your own circumstances and requirements at the time your complaint arose
  • if necessary discuss the complaint in more detail with you
  • discuss the complaint in detail with the fee earner involved
  • consider the file and any relevant paperwork and correspondence
  • make any further enquiries necessary
  • identify the cause of your complaint
  • record the stages of our investigation, and the outcome
  • respond to your complaint within 10 working days of receipt of your complaint

    Our response will detail:

  • what the complaint is
  • the process of investigation we have carried out
  • the reasons why we agree or disagree with you, referring to any key facts
  • where the complaint is found to be justified, what proposals, if any, we have for redressing the complaint
  • where the complaint is found to be justified, how we intend to correct any unsatisfactory procedures

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

If you are not satisfied with our response, you can contact the 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 to your complaint but for further information you should contact the Legal Ombudsman by telephone on 0300 555 0333, by email to enquiries@legalombudsman.org.uk or via the website at www.legalombudsman.org.uk.