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How Gilson Gray LLP Compares

Value for money

This firm - 91%
National Average
Poor Competitive Excellent

Excellent does not necessarily mean ‘cheap’. It means that clients thought that the level of service received was Excellent for what they paid.

This score has been calculated using up to the last 300 reviews left by clients of Gilson Gray LLP on ReviewSolicitors.

As part of our review questionnaire we ask reviewer questions about the value for money they felt they received by using Gilson Gray LLP. These questions include:

  • Value for money (a rating of 1-5)
  • How much were you initially quoted or how much did you expect to pay?
  • Approximately how much did you end up spending for the legal services provided (ignoring disbursements and court fees)
  • Did you think this was underpriced, overpriced or about right?
  • Overall experience

We use data science to amalgamate the answers to these questions and create a ‘ReviewSolicitors score’ out of 100. The above chart representation score is a simple percentage representation of the averaged score across those who have reviewed this law firm.

Underpriced 0%
Overpriced 20%
About Right 78%

If you would like to read more about how we work with our review data please see our Transparency section.

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Would recommend to
friends and family

This firm - 92%
National Average
0% 25% 50% 75% 100%

ReviewSolicitors uses our community data to show you how many clients used Gilson Gray LLP and have had a satisfactory experience where they have indicated that they would recommend the services of the law firm to their friends and family.

You can use this data to see how Gilson Gray LLP performs against other law firms nationally. A score close to 100% indicates that this firm is highly valued by their clients.

As part of our review questionnaire we ask the question:

"Would you recommend this firm to somebody else?"

The reviewer can select either “Yes” or “No”.

The above score is a simple percentage representation of the total amount of clients who selected the “Yes” option:

Yes 92%
No 8%

If you would like to read more about how we work with our review data please see our Transparency section.

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Satisfied with
outcome of matter

This firm - 92%
National Average
0% 25% 50% 75% 100%

ReviewSolicitors uses our community data to show you how many clients used Gilson Gray LLP and were satisfied with the outcome of their matter. Being satisfied with the outcome of your matter is an important consideration to have in mind.

You can use this data to see how Gilson Gray LLP compares to the national average of clients being satisfied with the outcome of their matter after instructing a solicitor.

As part of our review questionnaire we ask the question:

"Were you satisfied with the outcome of your case?"

The reviewer can select either “Yes” or “No”.

The above score is a simple percentage representation of the total amount of clients who selected the “Yes” option:

Yes 92%
No 8%

If you would like to read more about how we work with our review data please see our Transparency section.

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Rankings by area of expertise

The rankings below show the areas of expertise that Gilson Gray LLP offers to clients. You can see how good the service offered is in comparison to all other law firms nationally.

Data shown above is based on the reviews and client feedback collected by ReviewSolicitors over the last 12 months.

Review Sources

Client Reviews

4.6/5

Reviews summary

  • Excellent

    1864
  • Very Good

    113
  • Average

    11
  • Poor

    6
  • Awful

    165

Overall experience

  • Value For Money
  • Communication
  • Initial Impressions
  • Approachability
  • Documentation Accuracy
  • Legal knowledge
dawn

Matter Type:

Residential Conveyancing

dawn

February 17, 2025

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Just 'POOR'

As per all previous reviews rated - 1
*Extremely Low level client care
*Unresponsive to communications
*Uses several staff in complaints process to cover client failures from Top Management all the way down
*The Legal Ombudsman is the only way to deal @GG
*Overall...well below Poor
*What you can expect is...a thorough waste of time! & a company that prides itself on 'denial'

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Daniel

Matter Type:

Residential Conveyancing

Daniel

February 15, 2025

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Poor communication caused by staff turnover

Main main gripe would largely be poor/slow communication which caused delays.

There was a period of a number of months where I was unable to effectively communicate with them. For example, when I emailed someone, I did not hear back. When I called in, I would wait on hold only to then be told that it wasn't possible to speak to someone about it as no one was available. I would note that I would be offered call backs when someone becomes available; however due to my work I'm generally not able to recieve calls during working hours(I was often calling during my lunch break).

I do feel that I may have been unlucky, in that I think a large reason for the poor communication was due to the fact that the solicitors/paralegals managing my case kept leaving the business. I am not clear if this is representative of all cases, however, that's the way the cookie crumbled for me.

Due to the length of the time taking to purchase the property, the sellers of the property put it back on the market, and eventually I decided to withdraw from the purchase. I would like to be clear in the fact that this falling through was not solely down to Gilson Gray, there were issues that were caused by poor communication from the mortgage lender and additional reports that they required. That said, due to some of the delays incurred through poor communication from Gilson Gray, there was very little flexibility in terms of timeframe for resolving the issues with the lender due to the time that had already elapsed, which was really the reason for the demise of the purchase.

I did raise a complaint with them, and they did offer me a reduction in their fees in response which I accepted.

Having said that, I would like to offer my praise and thanks to Samantha Ling who eventually took over my case after I had raised a complaint. Once she took over, I found the communication issues to be largely resolved, and I believe she did go to reasonable lengths to progress the purchase. I do wish that my case was handled with this much care throughout; I would like to think that if it was this would probably be a 4/5 star review.

I would note:
-Phone hold times(when I called during 12:00->14:00): (in the region of)10-20 minutes.
-Phone hold times(when I called after 16:00): <5 minutes.
-Everyone i spoke to by phone was polite & actively tried to help.
-I was not charged any legal fees for the matter due to it falling through.

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Daniel

Matter Type:

Residential Conveyancing

Daniel

February 10, 2025

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Collected on:

Horrendous - avoid like the plague

Cost me my property purchase last year through sheer ineptitude. A staggering lack of communication, which dragged the process on for months and months until the seller had (justifiably) had enough of waiting and pulled out altogether. At one stage, nobody was able to get a response from them for 6 solid weeks, despite almost daily chasing and a formal complaint being submitted (which, incidentally, nothing ever came of either).
The cherry on top is that, despite numerous requests to close my case, I still receive semi-regular emails and calls from them to let me know the progress of my purchase - nearly 3 months after it collapsed!

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Crafty

Matter Type:

Residential Conveyancing

Crafty

February 04, 2025

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PLEASE CHECK GOOGLE REVIEWS BEFORE YOU CONSIDER USING THIS FIRM!!!

Recommended to me by Let Property, worst decision made to use them! My conveyancer Dimple Vaisnav from the Lincoln branch sat on the case for months. Sale agreed Aug 24 and finally completed on in Dec 24.
A straightforward sale between 2 parties no chains or complex mortgages and no excuses for the poor, unprofessional services provided by this firm. The communication was non existent, it even takes over 20 mins for the switchboard to answer the phone!
I am still waiting for an actual completion statement! So cannot even workout what I have been charged by this unprofessional outfit.

Even the complaints procedure is an absolute shamble, wrong email addresses given, complaints officer on maternity leave. Yet to have an response to my complaint.

If you are thinking of using this firm I would suggest avoiding them like the plague! Read the reviews before you end like the rest of us pulling your hair out wondering why such a straightforward process can be made into a living nightmare by Gilson Gray. You have been warned!!!

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Bhavesh

Matter Type:

Residential Conveyancing

Bhavesh

January 27, 2025

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Collected on:

Avoid

Very stressful and mentally draining dealing with this firm. Emails not responded to, callback request not returned. Direct dial rings out and no one ever answers.

Completion dates not adhered to.

Complaint not resolved within the 8 weeks, still awaiting a final response!

I've had to find blank forms and complete myself to speed up the process and my conveyancer didn't send to me despite many chasers.

The sale nearly fell through due to poor communication from my conveyancer.

Huge delays in completing queries raised by the buyer.

Avoid at all cost

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K

K

December 15, 2024

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Unprofessional and Incompetent - No one at Gilson Gray cares!

I am absolutely furious with the appalling service I’ve received from Gilson Gray in Lincoln. As a first-time buyer, I had high expectations for a smooth, professional process, but instead, I’ve encountered nothing but delays, frustration, and a complete lack of accountability.

What should have been a simple no-chain house sale has now dragged on for over months, and there is still no resolution in sight. The level of communication is shockingly poor. Emails and complaints are routinely ignored, with no response for weeks at a time. Even when I do manage to get in touch, it’s almost impossible to reach the right team, and when I do get through, I’m met with vague, unhelpful answers that don’t move the process forward at all.

The delays have been utterly unacceptable, and the entire sale might fall through because of the inaction on their part, again when this was raised still my case was not treated as urgent to high priority. I’ve had to follow up 20 to 30 times a day just to get a response, when they do answer, they can’t provide any real updates or details on the status of the sale, which only adds to the stress and frustration.

As a first-time buyer, I was expecting guidance, transparency, and timely updates. I have had to navigate this alone without the support of the professional service I have paid for. There has been no sense of urgency, no one has taken responsibility for the delays, and the lack of empathy or apology for the stress I’ve been put through is appalling. The people I’ve dealt with have shown absolutely no regard for their clients or the importance of completing transactions in a timely manner.

Gilson Gray’s manifesto proudly claims that "our clients are at the heart of everything we do," and emphasizes values such as being real, accountable, and committed. They state that these principles guide their actions and shape their culture. However, based on my experience, it’s evident that the individuals I’ve dealt with have failed to embody any of these core values.

Overall, my experience with Gilson Gray has been an absolute nightmare. They have wasted my time, caused me unnecessary stress, and shown a complete disregard for their responsibilities. I strongly advise anyone considering using this firm to stay far away—they will only make what should be a straightforward process far more complicated and stressful than it needs to be. I would not recommend them to anyone. Gilson Gray claims to leverage their "collective genius" and be true to the services they offer, but the lack of competence, professionalism, and basic courtesy I’ve experienced in dealing with this firm is a far cry from these ideals. Rather than feeling like a valued client at the heart of their business, I’ve been left frustrated, unheard, and deeply disappointed. Their actions, or lack thereof, are a direct contradiction to the values they so proudly state in their manifesto.

On top of all this, I formally escalated my complaint within the firm at the beginning of the month pushing for completion, but still, no one has taken the time to address my concerns or offer any kind of solution. This sale is at risk of falling through and they seem unphased, the buyer has also extended the deadline here to accommodate on 3 occasions and still nothing. This lack of follow-through only reinforces my belief that they are either incapable or unwilling to provide a basic level of service.

My experience with Gilson Gray has been an absolute nightmare. They have wasted my time, caused me unnecessary stress, and shown a complete disregard for their responsibilities. I strongly advise anyone considering using this firm to stay far away—they will only make what should be a straightforward process far more complicated and stressful than it needs to be.

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Sally

Sally

December 10, 2024

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Collected on:

Not sure where the other reviews come from!

As in line with the 1.3 star reviews from trust pilot, I am finding this company completely inept!
A no chain house sale has taken 6 months so far.
Complaints are ignored as are most of my emails. this company has cost me so much by their lack of professionalism and blasé attitude

AVOID AT ALL COSTS YOUR FINANCES AND MENTAL HEALTH WILL SUFFER!

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John

John

December 06, 2024

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Collected on:

Take your business elsewhere

Communication is non-existent. Over the past six months, I have not received one phone call after leaving many answer phone messages and requesting a call from reception. You have to follow them up on a daily basis to get any updates. trying to get through on the phone takes, on average, 20 minutes, and even then, you can't get through to the team you need. Their delays and inaction so nearly resulted in what should have been a simple sale nearly falling through after 6 months after accepting a bid.

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Anjil

Anjil

December 03, 2024

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Worst costumer servicer period

The lack of competency, communication and compassion to their clients is of another level. They ask for the same information twice months apart because ‘they lost the documents sent the first time’. Never respond to any email, voicemails and calls. You’d have to call them 20-30 times in a day to get a response. Basically irritate them into answering the call! When do answer they can’t provide with any details. They have not acknowledged their incompetence and apologised for all the unnecessary stress! Avoid at all cost!

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Linda

Linda

November 20, 2024

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Avoid them at all costs!!!!!

Would give zero stars if possible. As others have said they don’t answer emails, phone calls and no call back if you request one. Have been asking for an amended contract for my purchase for 10 WEEKS and confirmation they have some documents I sent them and still have not received an answer. I have made an official complaint and was assured it would be looked into and someone would call to ‘reassure me’. Nothing. No communication at all. Service not improved and I’m very concerned that I will lose my purchase property. They are also acting for my buyer, so not sure how that will go. Sending emails practically every day now and still no answers. Given up phoning. Causing untold stress - not sleeping and worrying all the time. If they are so busy they don’t have time to communicate or do the work they should not take it on. So much for their statement ‘our clients are at the heart of everything we do’.
Avoid these people at all costs!!!!!! Don’t know how they are allowed to practice.
I know they won’t, but it would be good if someone would actually call ME to discuss this as I have contacted their ‘named’ conveyancing/complaint managers with no joy apart from ‘we’ll investigate’.
Avoid this firm at all costs.
I will be taking this to the ombudsman if it is not resolved satisfactorily and the service improves

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Reviews collected from

David

David

February 19, 2025

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Collected on:

David

Dealing with Ben Waters looking to set up new accounts which has been very effective and great communication.

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Bailey

Bailey

January 30, 2025

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Bailey

Utter incompetence. Unbelievable that they can still be in business. They have zero customer focus and quality is nil. Avoid like the plague if you want to move house this century.

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Rob

Rob

January 30, 2025

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Rob

Totally incompetent! AVOID AVOID! They have caused sales fail through total incompetence - if you have any funds held with them get it back immediately. They appear to be holding on to funds without sending them to complete a sale. I can't imagine they're going to be in business much longer and you don't want to lose any money held with them - get your money back asap!

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CAS

CAS

January 29, 2025

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Collected on:

CAS

I'd give 0 stars if I could. No replies to any communications, can't get through on the phone, and the entire chain is being put at risk. My solicitor has been waiting for replies to enquiries for months. AVOID this solicitor at all costs.

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Manju

Matter Type:

Residential Conveyancing

Manju

January 25, 2025

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Manju

Thank you for your support and service during the last 3 months of my home purchase. It was a nice experience for me.

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Gilson Gray LLP are accredited by

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About this branch

Description

We are a comprehensive law firm, offering expert legal, property and financial services. So whatever stage you are at in your life, we can help you achieve your goals. We support our clients throughout their entire lifetime, so whether it’s corporate law or conveyancing, litigation or family law, our specialised teams will be by your side every step of the way.

Regulated by

Solicitors Regulation Authority

Legal services

Personal areas of law

  • Actions against the police
    • Actions against the police
    • Assault using a Taser gun
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    • Human rights breaches
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    • Wrongful arrest or false imprisonment
  • Clinical Negligence
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    • Tier 1 (investors, entrepreneurs and exceptional talent)
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    • Broken Bone Or Fracture
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    • Bus and Coach Accident
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    • Car Passenger
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    • Chronic Pain
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    • Defective Work Equipment
    • Diffuse Mesothelioma Payment Scheme
    • Dog Bite
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    • Gym Injury Compensation
    • Head Injury At Work
    • Head and Brain Injury
    • Holiday Accidents and Illness
    • Holiday Sickness and Illness Compensation
    • Horse Riding Injury
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    • Manual Handling
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    • Military Accident Claim
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    • Motor Insurance Policy
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    • No Win No Fee
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    • Occupational Asthma
    • Osteoarthritis
    • Pedestrian Accident
    • Personal Injury Law
    • Pleural Plaques (Scotland)
    • Pleural Thickening
    • Repetitive Strain Injury
    • Road Traffic Accident
    • Road Traffic Accident Abroad
    • Serious Injury
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    • Slips, Trips and Falls
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    • Terrorism Abroad
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  • Professional Negligence
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  • Welfare & Benefits
    • Mental Health
    • Mental Health - Court of protection
  • Wills, Trusts & Probate
    • Disputed Probate
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    • Disputed Wills
    • International
    • Probate
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    • Wills

Business areas of law

  • Agriculture
    • Agricultural land for sale or development
    • Buying and selling a farm
    • Commercial contracts for farming businesses
    • Employment of farm workers
    • Equestrian property
    • Farm partnerships and corporate structures
    • Farming disputes
    • Veterinary negligence
  • Banking
    • Banking
  • Charities
    • Charities
  • Commercial Property
    • Commercial Leases
    • Commercial mortgages
    • Developer disputes
    • Development plot sales
    • Environmental policy law
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