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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

216 Reviews

Mr Leech

I have dealt with williamsons solicitors before and would recommend them unreservedly to anyone ,they are friendly ,efficient, very professional and they get the job done ,all the staff are courteous and nothing is too much trouble . I also really like the fact that hard copies of documents I required where posted to me rather than being emailed once again thank you for a first class service in these difficult times

Lily

Thank you so much Karen for all you did for my family and keeping me and my daughter together. Like also thank you for all your support, understanding and patience. I could get anyone better and experienced than you. Thank you so much.

Eleni N

Great service.Made sure we were aware of what was going on.Friendly and professional people.

Mrs A E

used Williamsons to do a house purchase and a will. they are not the cheapest but did a good job and got the sale through when they said they would. Would recommend.

Benjamin B

Absolutely amazing team! Great help from start to finish and the result was better than expected. Highly recommended.

Linda J

I found Williamsons kept us informed all the way through our claim . I could always speak to someone regarding any queries . The result of the claim was handled efficiently and was very successful .

Judith H

I am very impressed with Williamsons Solicitors. After initial set backs with a Barrister who was not willing to proceed (in his estimation our case did not have enough of a chance of winning) Williamsons did not give up and advised they had approached another Barrister who agreed that our case was good and should be pursued. Williamsons gathered information and evidence very diligently and to good effect - we won our case. If Williamsons had not persisted our case would have fallen at the first hurdle - we are glad we took their advice.

Julie T

I have received an excellent service from Yana Byelova who has been dealing with my claim. Even though these difficult times she has kept us informed every step of the way.

Anonymous

Excellent service, friendly, knowledgeable and professional staff.

Mr Psaras

Friendly, efficient and exceptional service. I will use another of their services soon. Highly recommended.

K S

During a worldwide pandemic Williamsons were superb, i was kept up to date with proceedings, costs, future expectations etc. Using all forms of communiction including Email, telephone, face to face, video chat the knowledge and expertise is second to none and i wouldn't hesitate to use again should i require. I would highly recommend Williamsons for any legal matters their professionalism and helpfulness made my case much smoother, together with the ability to pay stage by stage i cannot stress how great the service was, needless to say my case was resolved to my expectations. I would urge anyone to use Williamsons for legal advice an easy 5 stars with special mention to Paul, Karen and Claire for the service i received from them.

Ms L

I chose Theresa and Toni at Williamsons again for this property purchase because of the care, attention to detail and professionalism they demonstrated last year when I bought another property. I have received a marvellous service again and I feel confident that they will have carefully looked at every detail of the necessary documentation involved in the buying process. Geographically, Williamsons is a long way from the property I have just bought but firms like Williamsons are a rarity and worth seeking out. I thoroughly recommend this company.

Mr & M

Wet happy with the comprehensive and personal service Thank you

Mr and Mrs Betts

Excellent client service- professional and courteous. Thank you to Madeleine.

Anonymous

I chose Williamsons to act as my conveyancers and I have been super impressed with their professionalism and ethics to act on behalf of their client. My process was a long one, due to no fault on Williamsons part, but they never dropped the ball and continued to chase the other party until we got the answers we needed. I would choose them again in a heart beat and recommend their services.

Mr T W

Fantastic service from Williamsons Solicitors especially Rachael Scott who handled everything brilliantly from start to finish. Thank you

Mr Beevers

Happy with the work done on my behalf

Mrs T D

Hello, I had a lovely experience at Williamsons. Alison and Katie made everything really easy for me and were really helpful 2really nice people.

Anonymous

Brilliant service from Williamsons. Very efficient and quick responses to any questions or queries I had. Would highly recommend.

Anonymous

Excellent 5* service. We tragically lost our daughter and we found Williamsons Solicitors who guided us through all the claim process. They are extremely knowledgeable and professional with a personal style that made the journey more manageable. There communication is always prompt. Thoroughly recommend Wayne Walker.

A G

I can well recommend, I have received professional and honest service which lead to positive closure of the case. Always responded with care and fully involvement which gave me more confidence to continue. All advices during the progressing of the case was competent and mirrored current situation.