Francis Wilks & Jones - London

Rochelle W.

Extremely Unresponsive and Poor Customer Service

I've been trying to get in touch with the appropriate department for the past three days with no success. Every time I called, I was told the department was busy and despite being assured someone would get back to me, no one ever did.

The lack of follow-up and urgency is incredibly frustrating. It feels like they’re either too overwhelmed to handle inquiries or simply not prioritizing customer concerns. If you're expecting timely assistance or any level of responsiveness, be prepared to wait possibly indefinitely.

Disappointed with the experience and the lack of basic customer service.
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*Follow-up to Owner Response

Your response is disappointing and sidesteps the core issue: the complete lack of responsiveness from your firm. Whether or not I am a current client is irrelevant. I was a prospective client attempting to engage your services in good faith. I reached out multiple times over three days, was repeatedly told the relevant department was “too busy,” and despite assurances, I received no follow-up whatsoever.

To dismiss my experience as “not accurate” rather than acknowledge the clear failure in communication only reinforces the perception of poor service. At the very least, prospective clients deserve basic courtesy and timely responses.

This review reflects my direct experience. I hope others take it into account when considering whether to approach your firm. I will not be commenting any further.

Ss J.

We used Francis Wilks & Jones to recover outstanding invoices. Andy and Hardeep worked quickly to get all the legal documents sent out. We recovered all the outstanding invoices and the legal costs, this essentially put us at net-zero in terms of costs which was great. They were also able to recover late payment interest and late payment compensation for us as well.

seyi A.

The company handled our matter with utmost professionalism and care. They were also very empathetic while handling our matter.
The fee was affordable and did not leave us out of pocket.
Bradley and Robert were our contact person both were amazing.
I strongly recommend them

Bisola A.

Very Poor Experience – Unresponsive and Unhelpful

I contacted FWJ Solicitors urgently regarding a CCJ issued to an old address I moved out of in 2022. Despite the serious impact on my employment and multiple emails, calls, and messages left with reception over 5 weeks, I received only 4 emails and no call back response. I even provided proof of my address change, but the matter was not treated with any urgency or care. Deeply disappointed with the lack of communication and professionalism regarding such a sensitive legal issue.

Still, my concerns were not treated with the urgency or professionalism they deserved. As of the 3rd of April, I still haven't gotten a response to the email I sent.

For a legal firm handling sensitive matters that can seriously damage someone’s future, FWJ Solicitors has shown a disappointing lack of communication, empathy, and efficiency. I expected a basic level of responsiveness and care, and unfortunately, that has not been the case.

Gary G.

Finding legal help or solicitors is a minefield and many people's last resort, but on this occasion, I managed to find a great company. Alev Tonks has been nothing but empathetic and professional. They managed to bring my very stressful situation to a reasonable end, but most of all, very quickly and stress-free. I can't thank Alev enough.

Dominic D.

I can’t speak highly enough of Alev Tonks and Stephen Downie. They took control of a situation, provided excellent advice and subsequently resolved the issue rapidly and at a very reasonable fee level. I would strongly recommend engaging them.

Susan G.

Douglas and Andrew provided invaluable expertise and support with an insolvency case. It was a very worrying time and they gave succinct and expert advice in an empathetic manner.
Having called a few firms to discuss my case Douglas' initial response was by far the most personal and knowledgeable. Others felt like I was just another case on a conveyer belt of cases - concerned more about me signing their terms than having an initial conversation to understand the process. We got the best outcome and I wouldn't hesitate to recommend them.

Helen O.

I engaged with Francis, Wilks & Jones, for assistance in resolving specific legal issues. From start to finish, they were extremely helpful and provided a thoroughly efficient and professional service, guiding me through each step until the matter was finally resolved. Thank you and special thanks to Bradley Hopkinson, who was instrumental in supporting me throughout.