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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

163 Reviews

Anonymous

Its always difficult when you are selling a house but even more so when it is a probate sale. Williamsons have handled my sale with sensitivity and efficiency and have supported me throughout the process.

Mr & M

Very efficient, prompt replies to queries, show good team work and a very reasonable bill at the end.

Mr D A

I was given an efficient, friendly and courteous appointment.

Mr and Mrs Lang

Thorough and commendable.

Mr & M

Professional,helpful and friendly staff we use Williamson's for all legal matters.

Mrs Yvonne K

Suzanne Spooner was excellent. She kept me informed of progress and the whole stressful process of selling one’s house went as smoothly as possible.

Miss L

We were very impressed by Theresa's thorough approach. We are very confident that our conveyancing was carried out to perfection.

Sarah B

Fantastic service from Susan and her team dealing with the sale of the house. Easily contactable for any queries and would definitely recommend them.

Andrew H

Very thorough, helpful throughout and ensured no undue delays.

Mr Nicholls

Once again a smooth transaction thanks to Beth at Williamsons. Will certainly be using again. Thanks

Mr and Mrs Allgood

We were delighted with the service we received. Each time it was necessary to make contact we received a prompt response. As existing clients we would not hesitate to use this service again.

Anonymous

We instructed Williamsons to carry out the conveyancing on our house purchase. Gemma was excellent, keeping us up to date with the progress made towards completion by email and sending us the relevant paper work. She made us aware of any issues and suggested a course of action. We would highly recommend using Williamsons.

Mrs Ward

Jane Cousins and her colleagues were absolutely brilliant! They were extremely patient and helpful and kept us up to date by email whenever necessary!! She promised to hold my hand through the process of buying and selling our homes and certainly did! We cannot thank her and Emma and Rebecca enough!!! Thank you all very much!! Sheilah/Owen Ward

Ms D

Very happy with the service provided both on my sale and purchase. Thank you

Dr P

Straightforward, efficient, clear, well-informed.

Mr Francis

Exemplary service. Kept me up to date throughout the process. Carefully explained any difficulties or technical issues. Brilliant service

Anonymous

Very helpful & prompt service! Nothing was too much trouble. Can highly recommend

Mr and Mrs Jarvis

Handled our sale and purchase extremely well, first class.

Mr and Mrs Green

We were delighted with the service we received. Although unable to speak to our designated officer Mrs Spooner, her assistant Natalie was always on hand to advise, particularly relevant on the final day when exchange and completion took place at the same time. A difficult period, not being helped by the long-distance, was made as easy as such a situation could ever be. Thank you.

Mrs Margaret W

I am new to Williamsons, my first time with them. It’s been a positive efficient and friendly experience. So much so that I won’t be going any where else in future. Thank you to all at Williamsons!

Brian R

This is the third housing transaction Williamsons has done for me in the last year and I have been very satisfied with the proceedings . I particularly admire the capability and knowledge of Suzanne Spooner who is a very smart lady.