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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

144 Reviews

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.

Mrs Robinson

Smooth and easy sale and purchase. Extremely helpful and supportive. Kept me informed at all times. Would highly recommend. Thank you so much.

Mr & M

Excellent professional service from Jane Cousins and her colleagues in the conveyancing department.

Mr and Mrs Height

The team excellent

Michael S

A pleasure to deal with, helpful and polite during the sale of my property. Thankyou.

Mr and Mrs Mooney

Always someone available to talk with us which was very much appreciated. Many thanks for a very quick and efficient service. A house sale made very easy for us. Many thanks once again.

Mr Hall

Always upfront, helpful and on the ball.

Mr and Mrs England

We picked Williamsons to write our wills based on the reviews online. It’s true to say that those which recommended their services were totally accurate. We started the process only having a vague notion of our requirements but with Alison’s excellent coaching we ended up with wills which have ensured our wishes are fully captured. The whole process was friendly yet very thorough and we were given clear, understandable, explanations of each and every element. From this experience we have no hesitation in recommending Williamsons services.

Mrs Woodhouse

Professional and prompt Highly recommend

Gary G

I used a google search looking for local solicitors within the Hull area and Williamson's where at the top which provided me with great confidence to contact them. I 110% satisfied with the service I received I could not fault any of it from the very first phone call to the final summary email. Service was exceptional. Bill him self was great and very helpful.

Carla

Wayne Walker was amazing throughout my whole case. He kept me upto date and always had time for me when I needed support. I couldnt have asked for a better firm of solicitors would highly recommend to anyone.

Mr Stephenson a

Great service. Fast and informative responses. Great at answering our first time buyer questions. No problems at all!

Anonymous

Couldn’t ask for a better service, very helpful.

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!