Trusted Agent profile
★★★★★
838 reviews across 3 offices and 3 platforms
Gilson Gray LLP has three offices, in Edinburgh (two offices) and Dundee. Together they have 838 reviews on three platforms, rated 3.5 out of 5 overall.
Gilson Gray LLP's three offices, most reviewed first. Each has its own page.
Newest first, from every platform, with the office each review is about. First names only.
1/5
TrustpilotAbsolute garbage company.
Rating only, no written review.
We appreciate your feedback and apologise for the frustration you are feeling. We have passed your comments to Lisa Jackson (Head of Operations). If you would like to discuss your concerns further, please contact complaintsengland@gilsongray.com. Thank you for helping us improve our services.
1/5
TrustpilotStay away!!! The best advise I can give!
I have bought and sold a few times in my life, but I can truly say I have never come across such an atrocious group of incompetent people, I would think they were some sort of scam company if i didn't know they were a registered one. I doubt it will be long before they collapse. There's only so many fake reviews they can try to write to cancel the real ones. We are stuck in a chain with some who is using this company for their conveyancing. To sum it up.. we were all ready to complete 6 wks ago... we have had complete radio silence from this solicitors for 8 weeks. They don't respond to solicitors phone calls or emails.. they just point blank ignore everyone in the chain. If you are lucky enough to get a response after 8wks, it's as if AI Is responding with some automated message. I truly believe there is one qualified Conveyancer sitting in an office with a load of legal secretaries who can't do anything of use. With 1000s of case files just lying around. Do your research and don't go through what we are currently going through. Everyone in our chain is having a breakdown, all because of this companies incompetence and ignorance. Please pay a bit more and get a small local conveyancers. These people will take your money and leave you out to dry. Remember, you have to pay them whether you complete or not.. they do not care about you.
We appreciate your feedback and apologise for the frustration you are feeling. We have passed your comments to Lisa Jackson (Head of Operations). If you would like to discuss your concerns further, please contact complaintsengland@gilsongray.com. Thank you for helping us improve our services.
1/5
TrustpilotTerrible service with no communication
PLEASE use another conveyancer if you want a stress free process when buying/selling a property. They don’t communicate with you unless you sent 3 or 4 emails. Takes weeks for a response. When you complain, they don’t do anything. My case sat with them for 10 weeks before I escalated to find out nothing had moved with the file and they then used the excuse that the person who was dealing with it had left the company. They have just caused me undue stress and worry which they are supposed to take away from a sale/purchase of a property. I wish I had seen all the negative reviews before I progressed with them, all these negative reviews are exactly how they run the business, how can so many people who have received bad service be wrong. If you check their responses to reviews, it’s just a standard response to all no matter how bad a review it it. AVOID at all costsYou post the same reply to all comments left and it is factually incorrect as your score on Google reviews is low so you don’t generally recieve good reviews
Thank you for your feedback regarding your recent matter with Gilson Gray. We pride ourselves on providing a world-class service and generally receive positive reviews, we are sorry this has not been the case on this occasion. We will pass your feedback on to the relevant team member and they will be in touch with you.
1/5
TrustpilotAvoid, you have been warned.
9th October update.Many many phone messages and emails later. No real advance, no concern for customers despite the reply posted here. No one has had the curtesy to call me and get to the root cause of the problem. I have zero belief in the platitudes expressed. I again warn you. DO NOT USE !As many have said, what a dreadful organisation. I have complained and gone up the tree to the conveyancing partner all of which is a waste of time.Left messages for call backs, sent emails all to no avail. No response from the conveyancing partner either. That about sums them up. Zero customer care I would give zero on this review if I could.
Thank you for your feedback regarding your recent matter with Gilson Gray. We pride ourselves on providing a world-class service and generally receive positive reviews, we are sorry this has not been the case on this occasion. We will pass your feedback on to the relevant team member and they will be in touch with you.
1/5
TrustpilotAVOID
DO NOT USE! they are a nationwide company and therefore cover huge areas. Because of this everything takes months and months. If you don’t contact them they will NOT contact you. Hound them to death if you want the sale to go through. I’ve received emails asking for paper work I already sent back 4 weeks ago. Multiple occasions this has happened. Impossible to contact directly. Truly terrible. The stress caused is a nightmare. Once I complained about the service it got worse and update responses arrived with attitude. Nightmare start to end. DO NOT USE. Stay local.
Thank you for your feedback regarding your recent matter with Gilson Gray. We pride ourselves on providing a world-class service and generally receive positive reviews, we are sorry this has not been the case on this occasion. We will pass your feedback on to the relevant team member and they will be in touch with you.
1/5
TrustpilotPoor service
Poor service, little to no communication and are slow to deal with counterparts and Agents (Chasing weekly is needed)
Thank you for your feedback regarding your recent matter with Gilson Gray. We pride ourselves on providing a world-class service and generally receive positive reviews, we are sorry this has not been the case on this occasion. We will pass your feedback on to the relevant team member and they will be in touch with you.
1/5
GooglePhone wasn't answered on given number. Rang 10.20 and 3.20, eventually tried another number from website. Answered by female approx 3.20 on 1/10/24. Passed to another female with no explanation from either. I expect to be treated as a human being not a thing.
Recently, we upgraded to a new telephone system to further enhance our client experience. Unfortunately, there were some initial teething problems, which made it difficult for clients to reach their dedicated conveyancer. We deeply regret any inconvenience this may have caused.
1/5
GoogleIf I could give them 0 I would. Absolutely useless. No care for their clients whatsoever, I had to do all the work myself and then pay them for the privilege. Wrong names and addresses on important documents. Ignored any queries I made to the point where I had to draw up numerous bullet points highlighting the amount of times I had contacted them regarding specific queries and that they simply ignored. Unprofessional, made buying a property an incredibly upsetting and stressful procedure.
Thank you for your feedback regarding your recent matter with Gilson Gray. We pride ourselves on providing a world-class service and generally receive positive reviews, we are sorry this has not been the case on this occasion. We will pass your feedback on to the relevant team member and they will be in touch with you.
1/5
TrustpilotThis has to be the worst service ever
This has to be the worst service ever, totally avoid, compete shambles. no communication and no progress, waste of time and money.
Thank you for your feedback regarding your recent matter with Gilson Gray. We pride ourselves on providing a world-class service and generally receive positive reviews, we are sorry this has not been the case on this occasion. We will pass your feedback on to the relevant team member and they will be in touch with you.
1/5
TrustpilotPoor Service
Currently in the process of trying to move and our buyer is using this solicitor and they are rubbish. We have been ready since August with our solicitor and Gilson Gray are still enquiring on things that they already have the information for.Don't see why anyone would use them as they can't seem to do their job.
Thank you for your feedback regarding your recent matter with Gilson Gray. We pride ourselves on providing a world-class service and generally receive positive reviews, we are sorry this has not been the case on this occasion. We will pass your feedback on to the relevant team member and they will be in touch with you.
1/5
TrustpilotThe worst ever
The worst ever! I would NOT recommend this firm to anyone!I am shocked that our estate agent would recommend them to their clients. Communication was very poor right from the beginning, emails mostly ignored ( apart from the automatic response). both our sale and purchase were delayed by our conveniencer not doing stuff. There was no way of monitoring or following progress (or lack of) online. We delt with any requests from this firm on the day requested, only to find out responses "lost or mislaid".Moving day was a absolute nightmare and I was left in a distraught state. I emailed the firm for a progress update - automatic response acknowledgement followed by another automatic response saying that our solicitor was on annual leave! no mention of who was going to finalise our purchase! I telephoned the company and after 29 minutes my call was answered by switch board, who refused to put me through to anyone but would pass a message on. Hours passed with very limited communication, eventually we heard that our sale had gone through, but our purchase was was still pending! We were told that our purchase money had been transferred but the vendors solicitors had not received it! This went on for a couple of hours. Our estate agents both for our sale and purchase were also trying to help us resolve. I was sat outside the estate agents in tears and the removal company were waiting at our new house, at one point as was told that we "should get the keys by close of business that day!" Eventually our purchase finalised at about 1645hrs and keys were handed over.We accrued an extra £300 on top of our removal bill for waiting time. We have been in our new home for just over two weeks now, we have had no correspondence from solicitors, I do not have any documents regarding our sale or more importantly our purchase - nothing at all. Our bill for solicitors has been paid, with proceeds from our sale as has the estate agents, but no invoice provided. I am concerned about the lack of documentation. Gilsongrey should be closed down!
Thank you for your feedback regarding your recent matter with Gilson Gray. We pride ourselves on providing a world-class service and generally receive positive reviews, we are sorry this has not been the case on this occasion. We will pass your feedback on to the relevant team member and they will be in touch with you.
1/5
TrustpilotAvoid
I’m in the process of both buying and selling with GilsonGray as my conveyancer .As with lots of reviews their communication is absolute rubbish, they don’t respond to email or voicemails. I’m having to find out where we are at through the estate agent and then do all the donkey work to get the information needed. I was hoping to complete in August, still no completion date, tbh, I don’t even know if all the queries have been dealt.SORT YOURSELF OUT GILSON GRAY, call me with an update!!Complaint has been put in but I don’t hold out much faith! Funny how they respond to nice comments on trustpilot, they mustn’t be reading the bad ones or in denial. 0 star rating from me.
Thank you for your feedback regarding your recent matter with Gilson Gray. We pride ourselves on providing a world-class service and generally receive positive reviews, we are sorry this has not been the case on this occasion. We will pass your feedback on to the relevant team member and they will be in touch with you.
1/5
TrustpilotAll the reviews are true - I didn't want to believe them. Stay away
I was recommended Gilson Gray by my mortgage brokers L&C Mortgages who were brilliant at finding me a mortgage, and they have a service where they allocate you a firm from a rotating selection of conveyancers and give you the one with the least workload that's likely to be quickest to complete. They also provided free Buyer Protection Insurance if you go with their conveyancing referral.I saw all the bad reviews here, but I decided to trust L&C and go with Gilson Gray.How wrong I was. This is an absolutely awful company, who are unable to get anything done. The estate agent sent them a memorandum of sale and over 3 weeks later Gilson Gray still had not opened it. The excuse they gave was that because the estate agent sent it to my conveyancer rather than the office assistant, that's why it hadn't been opened. What a poor excuse.And they said they would make their best effort to contact the conveyancer to find the document. What? You can't contact your own colleague? How is any of this my problem? They were acting like operating like this is normal and that it's my fault or the estate agent's for sending it to the "wrong" person.There are a few other things that they messed up, but in the interest of keeping this review shorter than a novel, I'll leave it there.In the end, I bit the bullet and terminated my relationship with Gilson Gray, and moved over to a new conveyancer who are actually capable of doing the job I am paying them for.Moral of the story is: if you're one of the people like me, that looks at reviews but knows that you can't make decisions solely based on them, on this occasion you should please listen. Gilson Gray are terrible.Most likely the partners/owners at the top are running a barebones skeleton business so that they can extract as much profit as they can from the workers they exploit. Poor show.Avoid, avoid, avoid.
Thank you for your feedback regarding your recent matter with Gilson Gray. We pride ourselves on providing a world-class service and generally receive positive reviews, we are sorry this has not been the case on this occasion. We will pass your feedback on to the relevant team member and they will be in touch with you.
1/5
TrustpilotAVOID AT ALL COSTS!!!!
AVOID AT ALL COSTS!!!!This firm are acting on the sale side of a CHAIN FREE transaction, where we are the buyers. We are coming up to the fourth month, with no communication since the start of September. The simplest of tasks they cannot seem to do, like sending the correct transfer document and land registry compliant plans. Their own client has chased and chased, as well as the estate agents, and us and our solicitor. You could not make this up. How they are regulated by the SRA is beyond me. We are pulling out of the purchase today, as we are so fed up and tired of their incompetence. I hope the seller pursues them for negligence. Complete and utter shambles of a firm. DO NOT USE THEM UNLESS YOU WANT TO WASTE MONEY AND NOT COMPLETE!!!!
Thank you for your feedback regarding your recent matter with Gilson Gray. We pride ourselves on providing a world-class service and generally receive positive reviews, we are sorry this has not been the case on this occasion. We will pass your feedback on to the relevant team member and they will be in touch with you.
1/5
TrustpilotDo not go with this company at all
Do not go with this company at all , no communication updates nothing , you send a email and get the generic response we will reply to you within 24 hours but nothing and if they do reply it’s always on a Friday night 4.55 so nothing can be done until Monday , you send paperwork 3 times as they have lost it , can’t find it When I finally managed to speak to someone after over an hour on the phone I was told they don’t ring people only send emails, if it’s up to them we are going to loose the power of speech .GO LOCAL
Thank you for your feedback regarding your recent matter with Gilson Gray. We pride ourselves on providing a world-class service and generally receive positive reviews, we are sorry this has not been the case on this occasion. We will pass your feedback on to the relevant team member and they will be in touch with you.
1/5
TrustpilotWhat a shambles this company is
What a shambles this company is. Delayed completion over and over again due to losing documents that the buyer had already provided to them, not finding things in their file and no updates provided to my solicitor, they nearly cost me my onward purchase. Shocking service levels.
Thank you for your feedback regarding your recent matter with Gilson Gray. We pride ourselves on providing a world-class service and generally receive positive reviews, we are sorry this has not been the case on this occasion. We will pass your feedback on to the relevant team member and they will be in touch with you.
1/5
TrustpilotIf I could give them 0 I would
If I could give them 0 I would. Absolutely useless. No care for their clients whatsoever, I had to do all the work myself and then pay them for the privilege. Wrong names and addresses on important documents. Ignored any queries I made to the point where I had to draw up numerous bullet points highlighting the amount of times I had contacted them regarding specific queries and that they simply ignored. Unprofessional, made buying a property an incredibly upsetting and stressful procedure. Now also found issues with property I've purchased and they are no help. STAY AWAY!!
Thank you for your feedback regarding your recent matter with Gilson Gray. We pride ourselves on providing a world-class service and generally receive positive reviews, we are sorry this has not been the case on this occasion. We will pass your feedback on to the relevant team member and they will be in touch with you.
1/5
TrustpilotAVOID THIS COMPANY!!!!!!!!!!!!!
Gilson Gray was assigned to us through our estate agent to handle our sale and purchase. As so many others have mentioned, this company is a joke! The communication is horrendous, I literally couldn't get through to my conveyancer even after ringing ten times a day for a week on his direct number. Emails are either not responded to at all or takes weeks to get a response. Tasks are not completed promptly and take weeks to even reply to the other solicitors in the chain. This has been the worst company I've ever had to deal with!God knows why estate agents are referring clients to this firm, as they're risking getting a bad review themselves and the sale/purchase falling apart.If you're seeing this a few weeks into your purchase/sale, then fire them and find someone else as you'll certainly get to completion faster.
Thank you for your feedback regarding your recent matter with Gilson Gray. We pride ourselves on providing a world-class service and generally receive positive reviews, we are sorry this has not been the case on this occasion. We will pass your feedback on to the relevant team member and they will be in touch with you.
1/5
TrustpilotA simply appalling Solicitors
A simply appalling Solicitors. If I could score them 0 stars I would. No one ever answers the phone or responds to emails. They are extremely slow in what they do and clearly have no regard for the customer. I strongly advise anyone considering using their service to simply not! The branch we used are based in Lincoln. Stay well clear!
Thank you for your feedback regarding your recent matter with Gilson Gray. We pride ourselves on providing a world-class service and generally receive positive reviews, we are sorry this has not been the case on this occasion. We will pass your feedback on to the relevant team member and they will be in touch with you.
1/5
TrustpilotDo not appoint this company what ever…
Do not appoint this company what ever you do Gilson Gray have the poorest communication I’ve ever known from a company. They give you a direct line but they never pick the phone up and never reply to messages, even when I've rung reception and they've passed my message on. You never get an email response, even when you email a manager, the whole experience has been a complete nightmare My solicitor was Afsha Kanwal and her manager is Rachel Jowett.Longest and most painful experience with a conveyancer ever and we have move house several times.. Please avoid this company, they don’t deserve people’s business.
Thank you for your feedback regarding your recent matter with Gilson Gray. We pride ourselves on providing a world-class service and generally receive positive reviews, we are sorry this has not been the case on this occasion. We will pass your feedback on to the relevant team member and they will be in touch with you.
1/5
GoogleAwful - Don't use these if you want any actual communication or updates on what is happening. No urgency, no care, not bothered if the chain is about to fall apart. and they charge a daylight robbery fee (sorry thats called a file opening fee) of £400 for absolutely no additional work
Thank you for your feedback regarding your recent matter with Gilson Gray. We pride ourselves on providing a world-class service and generally receive positive reviews, we are sorry this has not been the case on this occasion. We will pass your feedback on to the relevant team member and they will be in touch with you.
5/5
GoogleI chose Gilson Gray to market my property because of their no-nonsense, professional and busness-like approach. Their valuation was sensible and reasoned and they instructed Home Reports and Schedule photos/videos promptly. Their business-like approach was exactly what I needed and they were all very personable, friendly and responsive and were happy to explain and resolve any issues as they arose. I felt in charge, informed and connected at all times. I felt they were on my side throughout. The Stars of my sale (so far) were Callum, Karen, Abbie and Karin; each had a lovely manner about them and an ability to professionally manage my expectations, natural stress levels and what seemed like endless questions. Having achieved my offer price I can honestly say the marketing process was painless and efficient. I have high confidence that the conveyancing and completion process etc will be equally so. Well done Gilson Gray...
Thank you for your review. We appreciate the positive feedback you have given us and look forward to working with you in the future.
1/5
TrustpilotMade us homeless
Please, NEVER use this company if you want to keep your sanity. We used these as they were actually recommended by our estate agents. Why, I will never know.Since April we have been in touch with these solicitors or should I say we have been ignored by these solicitors. When you call them and ask for updates they tell you they are too busy right now and they will get back to you. They never do. When you actually get through that is. After ringing 17 times in one day and asking to be changed from Thomas, who was our assigned solicitor, we did in fact not hear back. He quite literally did NOTHING, we had to chase a question for 3 weeks which was so simple we could have called the seller ourselves and asked. We did not get a single email reply or phone call in these 5 months. We had to chase for updates weekly and still got no further. The only time we got an email was to tell us ‘not to worry’ after Thomas took the day off the day we were supposed to exchange. We in fact should have been worried as just 3 days before we were due to complete we got told this could no longer go ahead due to something down the chain. Upon speaking to our estate agents they knew about this the week before and we were not informed. We were just told not to worry. When we mentioned we had booked and paid for moving vans he proceeded to state they do not recommend this. Do they expect us to carry our furniture to our new house? Who doesn’t book moving vans when they have a date? I must also state we got asked when we wanted to move 2/3 weeks prior to the date so we chose a suitable date however this was all done over the phone again no email communication. I now look back and realise that this was all done by phone so we would have no record of this and they couldn’t be held responsible. This then happened again a month later we had a move date and just a couple of days before we hadn’t exchanged so we knew something was off. It then turns out that the land registry wasn’t complete. They had known about this since JULY and failed to fix it knowing full well we would not move on this date. We had to leave our rental due to these stupid solicitors throwing fake dates around and were left HOMELESS. Nobody gave a flying f***. The disregard of this company is absolutely appalling and I would recommend if you don’t want to be sick with stress, homeless or lied to every single day then do not use this company (if you can call it a company) The communication from everyone in this company is appalling. Having to call 17 times to get through every time you ring and being told everyones not in the office or available, being ignored by your solicitor, never having received an email until it’s bad news is simply not good enough when you are paying for a service. I do not know how this company are still open.
Thank you for your feedback regarding your recent matter with Gilson Gray. We pride ourselves on providing a world-class service and generally receive positive reviews, we are sorry this has not been the case on this occasion. We will pass your feedback on to the relevant team member and they will be in touch with you.
1/5
TrustpilotFailed To Complete On The Day
They failed to complete the sale on the day.Utterly horrendous, and I was not even their client. They nearly lost my buyer her house.My solicitor served a Notice of Completion on them. They have still not (weeks) responded to my conveyancer's submission of costs. My first time buyer is now going to get hit with a significant bill through the Small Claims Court as a result of Gilson Gray being so bad at their job.I doubt Gilson Gray will be financially impacted, or care.The buyer, and my conveyancer, continually found it almost impossible to get a response from the case handler over the course of the months we were dealing with them.I had to tell the case handler they were looking at the wrong house when they sent through plans of my neighbour's house and asked questions about it. Unbelievably incompetent.I get the impression the case is passed around and multiple people process it.They got the wrong completion date. They requested funds tranfer on the wrong day.My poor first time buyer was apparently very stressed. She could not even get in contact with them.You may choose to use them as they may be cheap, but as my first time buyer is about to find out, you may get hit with costs due to them or lose the house you want.Lesson learned: if you are selling/buying check what solicitor other parties are using. If it is GG then bin the chain immediately.
Thank you for your feedback regarding your recent matter with Gilson Gray. We pride ourselves on providing a world-class service and generally receive positive reviews, we are sorry this has not been the case on this occasion. We will pass your feedback on to the relevant team member and they will be in touch with you.
A review that appears on several offices' pages is shown once. We leave out reviews that name another agent.
Gilson Gray LLP was Highly Commended at The Negotiator Awards 2025.
Negotiator Awards winners in one year, the group and its branches: 2024.
Negotiator Awards by year, 20242024 1 Bronze The Negotiator Awards 2024 winners
Source: The Negotiator Awards 2025 winners and runners-up, as published. Earlier years link to each year's list.
Gilson Gray LLP is among EA Masters 2026 winners.
EA Masters winners in two years, the group and its branches: 2026, 2019.
EA Masters by year, 20192019 1 award EA Masters 2019 winners
Source: Best Estate Agent Guide 2027 results, as published. Earlier years link to each year's list.
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Edinburgh (29 Rutland Square) has the most, with 654 reviews rated 3.4 out of 5, followed by Edinburgh (29 Rutland Square) with 617.
The three Gilson Gray LLP offices, by town:
Yes. At EA Masters 2026 the group won Silver for Best Estate Agent Guide 2027, Lettings. The group and its branches have also won 2 other industry awards since 2019.
