Trusted Agent profile · Edinburgh
★★★★★
588 reviews across 2 platforms
29 Rutland Square, Edinburgh, EH39 4AG
Gilson Gray LLP's office in Edinburgh, at 29 Rutland Square, is rated 3.2 out of 5 across 588 reviews on two platforms, including 128 Google reviews rated 3.7.
Every review we hold for the Edinburgh office, from every platform, shown as written. First names only.
5/5
GoogleWe have had such a positive experience working with Gilson Gray, Jenny, Lori and the rest of their team have been lovely and guided us through the process of selling our house. Lori has been great at keeping us informed throughout, we would highly recommend Gilson Gray!
We are so grateful for your kind words and 5* review! We’ll let our team know and thank you again for taking the time to share your feedback.
5/5
TrustpilotVery professional service from Gilson…
Very professional service from Gilson Gray during a very difficult and stressful house sale.
Thank you, Graham, for your kind feedback and recommendation. We’re so pleased to hear that Alana’s support helped you through what was a particularly difficult and stressful house sale. Keeping our clients informed and reassured throughout is incredibly important to us. Thank you for choosing Gilson Gray. Best wishes, Gilson Gray
5/5
TrustpilotGreat service!
Alan Craig was great to work with during our recent house purchase. He was efficient in dealing with our questions and assisting us as first time buyers. He was easily reachable, answered queries quickly and solved any problems that cropped up during the process - working wonders for us during difficult steps.
5/5
TrustpilotWell done Helen Hirst
Helen Hirst was excellent in managing and completing within the time frame required even though difficulties arose from the opposition solicitors, Helen still navigated us through allowing us to exchange and complete the same day without any further delay.
Thank you for the wonderful feedback and for taking the time to share your experience with Gilson Gray. We’ll share your feedback with our team - If we can help with anything else, please let us know.
4/5
TrustpilotFirst Time Buyer Review
I recently used Gilson Gray for my property purchase and overall had a good experience. The team were professional, helpful, and guided me through the process clearly, especially as a first-time buyer.
Hi Kyle, our clients are at the heart of everything we do, and we are thrilled to hear you had a positive experience with Gilson Gray. Your contact at Gilson Gray will receive a copy of the feedback, and get the recognition they deserve, thanks again!
1/5
GoogleMy daughter keeps getting told they have a new IT system which is causing issues . Shes in danger of losing the house she want to buy because of this x Getting nowhere with the company
Thank you for your feedback. We apologise for any frustration or inconvenience you have experienced. Your comments have been passed on to the team for review, and we are committed to improving our services. If you would like to discuss your concerns further, please do not hesitate to contact us. Best, Gilson Gray LLP
5/5
TrustpilotI can't praise Lisa and her team at Gilson Gray enough.
I can't praise enough the service, support and advice I have received from Lisa, Operations Manager and her team at Gilson Gray in the purchase of our new home.Lisa and her team kept in contact throughout the purchase. The exchange and completion (same day) ran smoothly and we was able to pick up the keys to our new property by 12:00 (noon). I highly recommend.
Thank you for the wonderful feedback and for taking the time to share your experience with Gilson Gray. We’ll share your feedback with our team - If we can help with anything else, please let us know.
5/5
TrustpilotMoving house
Marika Stucley-Lucas was very professional, friendly and attentive to our needs. She has a very friendly approach and guided us through the stress moving house. We were informed at every stage from start to completion. It was a pleasure to deal with her.
Thank you for the wonderful feedback and for taking the time to share your experience with Gilson Gray. We’ll share your feedback with our team - If we can help with anything else, please let us know. Our clients are at the heart of everything we do, and we are thrilled that you have had such a positive experience with Gilson Gray. Your contact at Gilson Gray will receive a copy of the feedback, and get the recognition they deserve, thanks again! We are so grateful for your kind words and 5* review! We’ll let our team know and thank you again for taking the time to share your feedback. We strive to provide a world-class service, we’re glad to hear we succeeded! Thank you again for sharing your comments, we’ll let our team know.
1/5
TrustpilotDO NOT USE - AWFUL!!
DO NOT USE! totally incompetent, never reply. missed exchange because they ignore all emails and voicemails. Dimple Vaisnav is our contact and she never replies or answers the phone. Do not trust this company!!
We apologise for any frustration you may have experienced, particularly regarding the recent communication issues. 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
5/5
TrustpilotSally McBride - property sale
Sally McBride dealt with the sale of our late mother’s property.
Thank you for taking the time to share your experience and recommendation. We’re so pleased to hear that Sally’s knowledge, professionalism and supportive approach helped make the sale of your late mother’s property as straightforward as possible during what can be a difficult time. We really appreciate your kind words and for placing your trust in Gilson Gray. Best wishes, Gilson Gray
1/5
TrustpilotWarning about this firm of solicitors
I am absolutely disgusted with the way my grandson has been treated by Gilson Gray Solicitors at the Lincoln office! Since May 2024 when he put an offer in for his first home, which was accepted by the seller within 48 hours; he has been trying to close the deal since June 2024! He telephones Gilson Gray Lincoln Office day after day and sends emails! They 'lost' his first signed, witnessed documents! PLEASE, PLEASE DO NOT USE THIS FIRM OF SOLICITORS...
We note that you are not a direct client of Gilson Gray and we have not provided you with any services. We recommend that your Grandson speaks with his own solicitor, agent or representative to share your concerns and update you on the current position with regard to your case. Any other concerns can be escalated to our Head of Operations. Please contact complaintsengland@gilsongray.com.
5/5
TrustpilotHouse sale and purchase
The team at Gilson Gray were fantastic in supporting us during our house sale and purchase. The team consisting of Tracy McAlpine, Sasha Prentice, Ifrah Chaudhary and Dougal Sands were great.
1/5
TrustpilotSee previous posts re
See previous posts re: sale of my sisters flat... sale now off. 6 months, yes, 6 months!¡!!! Only just responded to an email sent at beginning of October!!¡ utterly dreadful. Blaming lease complications which were dealt with 8 weeks ago. Back on market. New interest already received hopefully will be settled with new buyer and proper solicitors within next few weeks.... just checking to make sure that they are not using gilson gray....... All you guys out there reading these reviews - they are all genuine and so sad.... you have been warned!!
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
TrustpilotAvoid this company at all costs - Liars
Avoid this company at all costs. We were recommended the firm by our mortgage advisor and we had issues from the very beginning. The firm constantly lied to us and we had to make a formal complaint.Even through the complaint procedure, the firm accepted no liability for the lies we were told. We will never use this firm again, nor recommend them to anyone. Do your research and don't make the same mistake we did, by choosing Gilson Gray to carry out conveyancing procedures.
We are sorry but we have been unable to find your details in our client records. If you are a client of Gilson Gray, your concerns can be escalated to Lisa Jackson (Head of Operations). Please contact complaintsengland@gilsongray.com.
1/5
TrustpilotFirm recommended by the estate agency for commission
This firm was recommended by the estate agency to our seller (in exchange of a commission).Now, a straight forward sale with no chain is taking forever. Our solicitor is still waiting for replies to her enquiries sent in August (now December).Both our solicitor and the estate agent have been contacting them for weeks and weeks to move things forward, but we are still at the same point. The estate agency has stopped recommending this firm now as they have several clients completed stuck with no communication or even basic understanding of conveyancing. But suddenly, the firm is getting 5 stars reviews, being praised for their efficiency and fast service. Do you treat your clients differently then? Or do you get your 5 stars reviews the same way you get recommendations from estate agencies (💷)?
We are sorry but we have been unable to find your details in our client records. If you are a client of Gilson Gray, your concerns can be escalated to Lisa Jackson (Head of Operations). Please contact complaintsengland@gilsongray.com.
1/5
TrustpilotThe reviews here say it all
The reviews here say it all. I have never dealt with a less professional outfit in my life. Impossible to get hold of; every email is automatically replied to with an automated delay response; voicemail boxes are always full so no messages can be left, I have yet to have a conversation with our actual conveyancer - if she even exists, our buyers can't get hold of them. This is the most appalling firm of 'legals' cowboys.I fully expect to be replied to here with the same pat response others have received. The only response that will be acceptable is to halve their fee and guarantee a response to all communications within 24 hours.
Thank you for taking the time to share your feedback. We sincerely apologise for the frustration and inconvenience you have experienced.We understand how important communication and responsiveness are during the conveyancing process, and we are sorry to hear that we have fallen short of your expectations. To assist you as quickly as possible, we kindly ask that you email Joanne Sworder, Deputy Head of Conveyancing, at joanne.sworder@gilsongray.com. Please include your client reference number or property address so that we can locate your file and address your concerns directly.We take complaints like yours very seriously and are committed to resolving this matter promptly. Thank you for your patience as we work to improve your experience with us.Kind regards,Gilson Gray LLP
1/5
TrustpilotTHE WORST
Dealing with Gilson Gray is like working with a large piece of lead. It doesn't move, it doesn't speak, it doesn't send emails, it doesn't reply to emails, it doesn't process information, it doesn't pick up the phone, it doesn't answer the phone, it doesn't communicate in any way, it doesn't actually do anything (certainly not it's job)........it just sits there, a large inanimate object acting as an immovable obstacle to the completion of perfectly good property sales.To echo previous reviews, they only deserve minus 5 at best. Their staff are the most feckless, incompetent group of imbeciles I've encountered during my 42 years. My current property sale has been the most unimpressive human endeavour I've ever had the misfortune to witness. There have been no problems.....other than Gilson Gray. They are a burden to society and should be eradicated immediately, so that the rest of us can go on to live useful and productive lives.To Gilson Gray - don't bother leaving your pre-fabricated generic response to this review. I won't be contacting you for anything, ever. As I've already indicated, there is little point trying to communicate with a giant piece of heavy and cumbersome metal.
We are sorry but we have been unable to find your details in our client records. Please can you email Joanne Sworder - joanne.sworder@gilsongray.com (Deputy Head of Conveyancing) confirming your client reference number or the property address and we will come back to you directly regarding your complaint.
5/5
GoogleI have recently purchased my first property which has been a smooth process, made possible only due to the impeccable support from Alice Baker and her team. They have been extremely helpful. I would highly recommend Gilson Gray LLP to anyone looking to purchase a property with minimal stress. Their knowledge and communication is second to none.
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
TrustpilotAbsolute waste of time and no faith in them
The prompt is what has gone wrong, the real question is what has gone right! I accepted an offer back in July and we are still nowhere close to exchange of contracts. I have sent an excess of 50 documents and I am not convinced these have been properly reviewed, saved or shared with the buyer.You can never get through to them on the phone. I have done a lot of leg work contacting my previous conveyancer from when I bought the house years ago and even contacting management companies for info.My original conveyancer Amanda Carr would go weeks without contacting me and then left - and I only found out she left the firm from an auto response.I made a complaint through the formal process 2 weeks ago and have not even had an acknowledgement. I have contacted every partner on the website for help as of today.Shoddy work, poor communication and endless waiting is driving me up the wall!If I could rate Zero, I would!
We appreciate your feedback and apologise for any frustration you have felt. I understand that we have received and acknowledged your direct email and have been in contact with you.
1/5
TrustpilotWhy not add stress to your home purchase?
Our buyer was unfortunate to Cristina Resende from Gilson Gray as their conveyancer. I have dealt with a few solicitors before but this experience was nothing short of a nightmare. Our solicitor has had to continuously chase her for information and updates. We had a chain of 6 ready to exchange contracts and on the agreed day, Cristina was asking about asbestos... The result: the chain lost confidence and broke. Luckily we didn't miss out on the house we wanted to buy, just....My advice is to run as fast as you can from Gilson Gray and save yourself and the people in your chain a lot of trouble and sleepless nights.
1/5
Trustpilotwatchdog at bbc.co.uk my next step
Communication has been atrocious - Same old story as all the other reviews (I’m reserving my energy to tell my story as it’s sounding like groundhog day looking at all the other reviews)we were all set to move today 5th dec. we didn’t thanks to G&G - Waiting to hear if our buyers are pulling out. Currently sat on boxes upon boxes so close to xmas, lost out on removal deposits, days taken off work, •internet is now off and my husband works from home running a software company •i’ve now lost 4 days worth of income from clients because i’ve had to cancel my classes•We are helping our onward chain cover her removal cost as she’s lost deposits - as have we (We can’t afford to but will take the hit elsewhere) but we need to move literally now
We are unable to speak with you direct about this matter as you are not a client of our firm. We have asked your solicitor to update you on the current position with regard to your case. We understand that there is a delay elsewhere in the chain. That delay does not rest with our firm. Your solicitor will be able to advise you on this.
5/5
TrustpilotHappy people
The people at Gilson Gray exude confidence both in communicating via telephone and in person which assured us we had chosen the correct professionals.Emma Miller was our initial contact and steered us in the right path form the get go.
1/5
TrustpilotDoes anyone even work there?
I can only repeat what has already been said on here. Zero communication - our case officer might as well not exist. Chased her via email and phone calls for weeks. She never answers the phone. Apparently they've had our contract since October but we only know that because we've spoken with the seller. We are now closing our file with them and going elsewhere. I'd rather take the hit and lose some money than deal with this company a second longer.
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
TrustpilotAbsolutely shocking service
Absolutely shocking service, third time lucky we eventually completed Friday after our estate agent running around Friday morning, to solve an issue that should have been picked up the middle of last week. Lost one purchase due to the delays, has taken weeks to action things when you eventually get through you are told that our solicitor had it days ago and has sat on her hands. Honestly avoid I wish we had not gone with a recommendation from our mortgage broker.
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.
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
Gilson Gray LLP's Edinburgh office has 588 reviews across two platforms: 128 on Google, 460 on Trustpilot (across the whole business).
Gilson Gray LLP Edinburgh is rated 3.2 out of 5 across all 588 reviews, and 3.7 out of 5 on Google from 128 reviews.
Gilson Gray LLP Edinburgh, 29 Rutland Square, Edinburgh, EH39 4AG.
