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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

4.88 Average

130 Reviews

Anonymous

Absolutely first class service from start to finish. Open, transparent with costs and all work carried out in a fast timely manner. Highly recommend the use of Williamson’s conveyance services.

Miss S

Very good company. I will always use Williamson's for any legal matter. Efficient,friendly and helpful.

Anonymous

Would just like to mention your Bridlington branch is so highly recommended. We have had the most efficient & fast legal work done by one of your brilliant Solicitors called Lauren. Can I add no stress what's so ever. Thankyou Williamsons Solicitors & thankyou Lauren.

Anonymous

Have used this firm for both buying and selling properties and would use them again. They've always been fair and reasonable in what they charged and done their best to keep me informed on developments in above transactions.

Philip P

Williamson's Solicitors provide first class advice, efficiency and are very obliging. We would highly recommend their services.

Mr and Mrs Emmerson

After a long haul with our house sale, we where pleased with the professionalism shown at all times, with friendly approachable staff at Bridlington.

Mr & M

Excellent professional service throughout, couldn't fault anything. We found them to be very thorough and looked out for our best interests at all times! We are intending to purchase another rental property and will definitely be using Williamsons in Beverley. Thank-you again Amanda for all your help and expertise!

Mrs Gamble

I was very pleased with the service i received from williamsons solicitors every person i dealt with were friendly understanding and very professional and especially mr tim slow who helped me with everything i would highly recommend williamsons solicitors

Mr & M

Very good from Carey Robinson, but haven't received the mortgage money in our account that was promised today. Please advise Cheers Rose Horspool

Peter S

Courteous, polite, prompt and efficient service. Very pleased I hired you.

Mr Lancaster

After using your company for the 1st time i found Gordon Sewell and his secretary very helpful and understanding and his advice was excellent. I will definitely recommend this company to my friends and family and i will certainly use this company again if needed . Many Thanks Gordon for a first class service Regards Richard Lancaster

Peter I

Nice people, easy to talk to and got straight to the problems I had with a few issues with my employer. Very happy with the service I received.

Mr & M

We have used Williamsons Solicitors for buying 2 houses and selling one excellent quick and efficient service. We have just used Williiamsons again to make our wills with Rebecca Bisby who again maintained the high standards we have come to recognise from Williamsons. We would highly recommend them quick efficient and very professional. We not only visited Williamsons in persons but but emailed and by telephone all of which quickly answered.

Mrs Stacey

gordon sewell was emphatic.made me feel at ease and was very approachable through a tough time.,along with maisie who was so helpful too..thankyou

Megan C

Brilliant solicitors highly recommend

Mr Smith a

Carey has been really good throughout the process. Always responds quickly on emails and is always on the end of the phone if I needed her. I would highly recommend this firm and Carey.

Mrs Kathleen A

Excellent relationship management, clear and concise advice including option analysis. Very happy with all aspects of the service provided and the outcomes achieved. Friendly professional service.

Mr & M

Carey Robinson acted as our Solicitor on a recent commercial purchase and she was brilliant. Carey was super efficient and we were kept up to date on every aspect of the purchase. From start to finish our "Property Auction" purchase only took 7 working days to complete. We will definitely be using Carey again and can highly recommend her 5 star service.

Anonymous

Friendly, fast and efficient. Sale of property went very well.

Anonymous

I have nothing but praise for Gordon Sewell at the Hull office. He conducted my unusual and difficult civil case with great care and understanding. Gordon also injected the right amount of sympathy for my plight without being unprofessional. I would recommend him to anyone needing a clued up civil litigation lawyer.

Richard K

very helpful and efficient. thanks to all