At Felix Legal, 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 feedback will help us improve our service standards.
If you are unhappy with the standard of our service, please share the full details of your complaint with the Complaints Manager:
By Email: abid.khan@felixlegal.co.uk
By Post:
Mr Abid Khan
Complaints Manager
Felix Legal
72-74 Bradshawgate, Bolton, BL1 1QQ
A copy of our formal complaints procedure will be made available to you on request.
Please ensure your complaint is as detailed and clear as possible. Include the following:
- The name of the lawyer involved
- Actions or failings forming the basis of the complaint
- Relevant dates
- Supporting documentation, if any
What will happen next?
Abid will acknowledge receipt of your complaint within 10 working days. This acknowledgment will include a copy of this complaints procedure and may request additional clarification or information to assist the review.
Abid will then investigate your complaint. He will review your matter file and speak to any other person who acted in this matter for you. If you prefer, you can also arrange a meeting with Abid to discuss the complaint face to face, by telephone or video conference.
Within 10 working days of receiving the full information from you, Abid will send you a detailed written reply to your complaint, including his suggestions for resolving the matter.
At this stage, if you are still not satisfied, you should write to us again. Abid will then review the decision, taking into account any additional information or comments from yourselves and then respond again with his further decision, within 10 working days.
If we have to change any of the timescales above, we will let you know and explain why.
Escalation Options Beyond Felix Legal
If you are still not satisfied, and all attempts to address your concerns are unsuccessful then you can ask the legal ombudsman service to consider your complaint. The Legal Ombudsman will only deal with service related complaints.
Tel: 0300 555033, Web: www.legalombudsman.org.uk.
Felix Legal
Legal Ombudsman Information
Website: https://felixlegal.co.uk/
Telephone: 01204 565 808
The Leo will generally expect you to have exhausted Felix Legal’s internal complaints procedure first. Complaints should normally be raised within:
- 6 months of receiving Felix Legal’s written response OR
- 1 year from the date the event occurred or when you reasonably should have been aware of the issue.
SRA Complaints for Misconduct Allegations
If your complaint concerns alleged misconduct by a member of the SRA, you can contact the Solicitors Regulation Authority (SRA). They will investigate complaints free of charge.
ProMediate Contact Information:
Website: https://felixlegal.co.uk/
Currently, Felix Legal does not participate in ADR schemes unless mutually agreed. The timescale for contacting ADR providers is 12 months from the date the issue arose.
Contact Information for SRA:
Website: https://felixlegal.co.uk/
Telephone: 01204 565 808
If your complaint concerns poor service, the SRA will typically refer your complaint to the Legal Ombudsman.
Alternative Dispute Resolution (ADR)
ADR schemes, such as ProMediate, exist to provide alternatives to formal complaint procedures. These bodies are independent and competent to deal with legal service disputes should both parties agree.
Final Note: We Value Your Feedback
At Felix Legal, we take every complaint seriously and use client feedback to continuously improve our legal services. Thank you for allowing us the opportunity to address your concerns.
Website: https://felixlegal.co.uk/
Telephone: 01204 565 808
The legal ombudsman normally expects that you have been through our own complaints procedure and remained unsatisfied after eight weeks from the date of your complaint. You should take your complaint to the legal ombudsman within six months of our written response to your initial complaint. If we do not clearly signpost you to the legal ombudsman, the complaint must be taken up no later than one year from the act/omission or one year from which the complainant should reasonable known there was cause for complaint. We encourage you to gain more detailed information from the Legal Ombudsman website.
The Legal Ombudsman (LeO) who can be contacted as follows: PO Box 6806, Wolverhampton WV1 9WJ, Tel: 0300 555033, Web: www.legalombudsman.org.uk.
As a company authorised by the SRA, they will investigate free of charge, any allegations of misconduct made against members of the SRA. Complaints of this type must be made within 12 months of the event that gave rise to the complaint or within 12 months of the complainant having knowledge of the events, whichever is the greater.
You can contact the SRA through their online portal www.sra.org.uk/report or
by telephone, 0370 606 2555. Address: The Cube
199 Wharfside Street
Birmingham
B1 1RN
DX 720293 BIRMINGHAM 47.
The SRA will refer you to LeO if your concerns relate to poor service.
Alternative dispute resolution (ADR) bodies exist, such as ProMediate of Brow Farm, Top Road, Frodsham WA6 6SP, www.prometiate.co.uk. These are competent to deal with complaints about legal services, should both you and our firm wish to use such a scheme. The list of approved Alternative Dispute resolution providers can be found on the Chartered Trading Standards Institute website. Currently we do not agree to using an ADR scheme as we believe our own inhouse investigation supported where necessary by that provided by the Legal Ombudsman and SRA Regulation is sufficient. Please discuss this with us if you wish. The timescale for contacting and ADR provider is twelve months.
We take complaints very seriously and welcome feedback from our clients (good or bad) as this enables us to continuously improve our service.
Start Your Claim Today!
Complete the form, and one of our dedicated advisers will reach out to you to discuss your situation in detail. We are here to Help.