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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

175 Reviews

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.

John B

Friendly service straight to the point no messing around ... from start to finish less then 4 month Yana had every thing in hand many thanks

Mr and Mrs Rollinson

Excellent service from start to finish Alison Craven explained everything in detail making sure we understood

Broadley H

Excellent service from Williamsons throughout a very protracted property transaction. Carey was patient and helpful at all times and we would highly recommend Williamsons based upon our experience. Thank you :)

Paul B

Hi, Thankyou for helping me with the sale of my late mothers house. You kept me informed and processed the transaction very quickly. Regards...Paul

Mr William E

Williamsons Bridlington office conducted the conveyancing of my house recently. The customer service was exceptional and very professional. The regular communications were very helpful and i was kept up to date throughout the process. Many thanks to Suzanne, Beth and all the staff at the Bridlington office.

Anonymous

Friendly supportive service. Explained everything and responded to queries promptly

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.