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Complaints Procedure
About Williamsons

Complaints Procedure

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

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 at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure below. Making a complaint will not affect how we handle your case.

The Solicitors Regulation Authority can help you 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.

You can raise your concerns with the Solicitors Regulation Authority. Their contact details are:

Phone: – 0370 606 2555; Fax: – 0121 616 1999

Open hours 8.00 to 18.00, Monday, Wednesday, Thursday, Friday, 09.30 to 18.00, Tuesday

Address: – Solicitors Regulation Authority, The Cube, 199 Wharfside Street, Birmingham, B1 1RN

Website: – www.sra.org.uk

What can I 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 case.

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 9am to 5pm.

Email: enquiries@legalombudsman.org.uk; Legal Ombudsman PO Box 6806, Wolverhampton, WV1 9WJ

Our complaints policy

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.

Our complaints procedure

If you have a complaint, please contact Mr B G Cook our Company Secretary. You can contact him at Lowgate, Hull HU1 1EN. Mr Cook will investigate your complaint in conjunction with the Solicitor in charge of the department involved in your complaint.

What will happen next?

  • We will send you a letter acknowledging your complaint. You can expect to receive our letter within three days of us receiving your complaint.
  • We will record your complaint in our central register and open a file for your complaint. We will do this on the same day as we acknowledge your Complaint.
  • We will then start to investigate your complaint. This may involve one or more of the following steps.
  • We will review your file with the member of staff who acted for you.
  • We will then write to you with an explanation to the points raised by you. This may take up to 14 days after our acknowledgement of your Complaint.
  • If necessary we will then invite you to meet Mr Cook to discuss and hopefully resolve your complaint. We will do this within five days of receiving your request.
  • Within two days of the meeting we will write to you to confirm what took place and any solutions we have agreed with you.
  • At this stage, if you are still not satisfied you can contact us again. We will then arrange to review our decision. This will happen in one of the following ways.
  • Mr Cook will review his own decision within five days.
  • We will arrange for someone in the firm who has not been involved in your complaint to review it. They will do this within ten days.
  • We will invite you to agree to independent mediation. We will let you know how long this process will take.

We will let you know the result of the review within five days of the end of the review.  At this time we will write to you confirming our final position on your complaint and explaining our reasons.

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

If for any reason we are unable to resolve the problem between us, then we are regulated by the Legal Ombudsman who will provide a complaints redress for you. If you are still not satisfied, they can be contacted at Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ, or telephone 0300 555 0333 or by e-mail at enquiries@legalombudsman.org.uk.

Ordinarily, you can ask them to look at your complaint if it meets all three of the conditions below:

  1. The problem or when you found out about it, happened after 5 October 2010; and
  2. You are referring your complaint to the Legal Ombudsman within either of the following:
  • Six years of the problem happening; or
  • Three years from when you found out about it; and
  1. You are referring your complaint to us within twelve months of your service provider’s final response
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Read some reviews from our clients

4.89 Average

108 Reviews

Anonymous

Professional and courteous team. Recommend highly.

Gareth M

I’ve rated my experience with Williamson’s solicitors as excellent. My case was handled by Mr. Gordon Sewell. Mr. Sewell was very quick to get to work on my case, as was necessary at the time. Everything he did for me was thorough and made sure I had every chance in my case. Everything Mr Sewell did for me turned out a success and I couldn’t have been happy with the way he dealt with myself, could communicated with myself and dealt with the case in its entirety. I wouldn’t hesitate to use Williamson’s solicitors again should I require it and would recommend their services to anyone. In fact, I already have since my experience! Thanks again Gordon.

Dom W

Recently used Williamsons Solicitors as part of a remortgage and some other matters. Can't fault their service at all. Carey dealt with my file and was polite, professional and informative from beginning to end. Always kept me up to speed with progress. I would highly recommend them.

Mrs Margaret W

Excellent service with a friendly face

Mr Martin a

Was very happy with the service given by Williamsons solicitors who dealt with the probate of a friends will and also the selling of her property. Especially Diane Ramsden whose help was invaluable.

Anonymous

Williamsons took on my case following the collapse of another Hull legal practice. Despite them having to pick up a large amount of work already completed by others, they worked tirelessly to ensure the correct outcome for me. I cannot recommend this company highly enough, they go above and beyond the norm to make sure their clients are treated fairly.

Anonymous

We used Williamsons for selling and buying a property, we found Jane Cousins and her assistant Sam Pollard to be pleasant, professional and efficient. Lisa on reception downstairs was particularly helpful and polite. Thank you to you all.

Mr J G

Avery good service with very professional and knowledgeable staff.

Anonymous

Brilliant, thank you for helping me make this process easier.

Mr G B

I would recommend Williamson’s to any potential client. From the onset I was supported throughout a very difficult conveyance and my solicitor was very professional at all times. It is advisable to engage the services of a local company and not one advised by online estate agencies. Very competitive pricing too. Thank you Williamson’s.

Mr and Mrs Overall

Very helpful quick excellent service Have dealt with both Jenny Holloway and Emma Hudson in the past and on each occasion have found them both excellent and would recommend them both to any future clients Thank you once again for your excellent professional service

Mr C P

Brilliant communication and a first class effort despite a Rocky move, Jenny and Emma at the Hull city centre branch where fantastic.

Ms A

Very helpful and attentive, would definitely recommend Samantha/Jane of Williamsons sollicitors

Sue L

Our solicitor Carey Robinson was at all times helpful and professional, nothing was too much trouble. I would not hesitate to recommend her to friends and family.

Barbara C

I have used Williamsons Solicitors twice this year - for obtaining probate and for the sale of a leasehold flat and on both occasions I have found Williamsons to be extremely efficient and speedy. They were very knowledgeable and kept me well informed at all times. Any queries I had were answered promptly and all advice given was accurate and most helpful. I would not hesitate to recommend Williamsons to anyone in need of a first class, reliable and customer friendly solicitor. Thank you for making a traumatic situation as stress free as possible.

Mrs B O

Very apprehensive at the start. From the first contact with Williamsons they were reassuring. Kept up tpdate with the whole process , guided and informed from the start. Pleased with the outcome and my special thanks especially to Mr. Smith and his team Betty Osborn.

Mr Neil P

Great service and always kept up to date with everything, felt i was given the personal touch and not just a client, I used Williamsons to sort out my late fathers estate in which he left in such a mess, and also the sale of a house I will recommend to others and certainly use again Thanks Neil x

Mr N P

Our solicitor Gemma Foster is always available to answer any of our concerns, keeps on top of time scales and perseveres with opposing solicitors even when they are not prepared to push our sales or purchases forward as quick as we often need . Highly delighted with the service we receive from Gemma .

Mr B a

Efficient and friendly service from all staff we had contact with. Very prompt and we were kept informed and up to date throughout the whole process of selling and buying our new house. Rachael who dealt with our case was the most efficient solicitor we have used for convenacying. I would not hesitate to use Williamsons again and will definitely recommend to friends and family.

Mr J T

Very pleased with the service you provided for me selling the property. Very efficient and will recommend to friends and family.

Carl B

Thankyou very much to Paul Kirby for the work he did . All of Williamsons staff that I dealt with was very friendly professional people and I would definitely use them again .

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