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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

4.90 Average

190 Reviews

Joanna H

Well from the moment I met Wayne Walker his professionalism,clarity of thought, and aim to do the best job he can were all evident. He has been involved with my family for five years nearly and has always made me feel as though my views were relevant and integral to furthering the case. Wayne has highly developed organisational skills and we always felt just ‘looked after’ by Wayne snd Williamsons in getting through the very worst of times. Wayne sometimes needed to encourage me to look at things from a different perspective and he always achieved this with firm kindness. Wayne is a great professional but more importantly a fundamentally great human being. I will always recommend Williamsons and especially on the subject of clinical negligence I will always recommend Wayne. Full job well done start to finish. Thanks Wayne there are no words. Jo Hogg (Polly’s mum)

Anonymous

Williamsons Solicitors supported our family to succeed to a very high level. We cannot thank Sarah Jackson enough for her incredible support, dedication and commitment to understanding the finest detail of our case. Her dedication was phonememonal and we wouldn't hesitate to recommend her in a heartbeat. Thank you for bringing closure to our case and for supporting us one hundred percent. We were informed at every stage within the case and knew we were in safe professional hands throughout. Many thanks, Mr and Mrs Appleton.

Asoka T

Very professional and a friendly team, specially Helen Lennon who handled my case.

Carl R

I was very happy with the way they handled my case and still got the result even in these hard times where having at the moment thank you to all involved and I’d recommend you to others

Angie L

Williamsons solicitors were professional, caring and efficient. They dealt with what was, a very upsetting experience I had via medical negligence. They kept me up to date, enquired about my well-being and were always available to either speak to me when I had concerns or answered my emails. They ensured that the compensation I finally received was in my best interests by advising what they thought was a too low first offer of settlement. I cannot thank them enough for the way they handled my case and for pushing for a better higher settlement figure. I would definitely use them again should I ever be in a position to need them Thank you so much.

Suzanne W

Would definitely recommend this company, very knowledgeable on all aspects. Extremely helpful with a caring and kind approach, made me feel at ease and comfortable. I was always kept informed at every stage of my case Very happy and would 100% use them for any other matter if needed Thankyou

Mrs Baker

Excellent service, made to feel very welcome, looked after from the very first minute.. would highly recommend to anyone looking for conveyancing on a property or setting up a will.

Mr W F

alison craven, provided excellent service and went above and beyond to make sure my will was sorted quickly with this current situation we find ourselves in. great,proffessional work.

Anonymous

Used them a few times for conveyancing and this time, for our Wills. Excellent service as always.

Mr Longhorn

Very helpful and supportive and kept me informed all through the process; it went very smoothly and that owes a lot to how they managed it in such a professional manner

Mr and Mrs Hutson

Throughly pleased with all aspects of the service, always updated on every change, or new information regarding the sale of our house and purchase of the new property. Everything went smoothly and couldn't fault the attention to detail and customer service. Thank you to Beth and all who assisted in the process.

Gary R

Efficiency, friendly and supportive Karen Saunders gave excellent advice with no nonsense answers to my enquires and difficult decisions

Mr Adams

Efficient and friendly from start to speedy finish

Sue W

In May 2017 after a long & painful road of recovery wich is still ongoing today. I finally plucked up the courage & decided to approach Willams Solicitors as I felt that there was something very wrong with the poor service i received in March 2015 from 1 1 1. Having made two calls over the weekend. Inspite of right leg being in immense pain & stone cold I was told that i had probably pulled a muscle nothing they could do for me & to visit my GP So after a weekend of struggling with pain i visited my GP to be rushed to Hospital with absent pulses in the right foot. On examination there was a blood clot on my right knee caused by Critical ischaemia nothing whatsoever to do with a pulled muscle. I was told i needed a thrombosis procedure to dissolve blood clot if this was unsuccessful they would have no other choice than to amputate below the right knee I was devastated Thanks to this amazing solicitors who advised me that they felt 1 1 1 had possibly been neglectful & would like to take my case on. With an outstanding Nick Gray becoming my solicitor & the amazing team of experts including Julian Matthews an absolutely brilliant barrister Vascular surgeons experts Professor sir Peter Bell & Professor Shearman who were also amazing in highlighting the Hospital were neglectful as well & need not of removed my leg & could have avoided amputation. All of the other team of experts who helped with this case as well were very good In fact I had a fantastic team i couldn't fault Williams solicitors at all. They proved all 3 defendants to be negligent & they got me an amazing settlement far more than I could ever dreamed of & in a short space of time A huge thanks to Nick Gray & his fantastic team inside & outside Williams I can start rebuilding my life knowing I can afford to have & get the very best in making life a lot easier. I can't have my leg back but I can now smile again knowing life won't be a struggle. I would strongly recommend this Solicitors to anybody who needs a professional honest caring & worth every penny Solicitor you will not be disappointed. Once again a massive Thank you to Nick Gray & all his team ❤ Sue Willoughby

Mrs Pannhausen

Very impressed with Suzanne, Beth & Natalie at the Bridlington Branch, they give 100%, will use them again & recommend them to friends & family.

Mr and Mrs Preston

Williamson’s provide an excellent service at a reasonable price. Very easy to deal with and excellent communication was provided all the way through the transaction. Just what you need in a solicitor.

LJM B

I would highly recommend Williamsons Solicitors, Gordon represented me for my case and was excellent. Always on the end of the phone when I need him. overall top job thankyou. Mr Lloyd Milner

Mr & M

Very friendly and efficient service always replying to any queries and emails on the same day. If solicitor not in still dealt with by other staff. Would definitely recommend and will use again

Mr Andrew W

They have handled my house moving with professionalism and friendliness and kept in touch regularly to keep me updated I would strongly recommend them 👍

Mr Deeley

Very good service from everyone I dealt with at Williamson's. They were very quick and responsive and gave that extra push to get me completed before the Christmas holiday! A very nice Christmas present for me!

Mr E A

Very good service.