BlueLion Law Limited

Complaints Procedure

How to make a complaint about our services

Our Commitment to You

We are committed to providing excellent service. However, if something goes wrong, we want to know about it so we can put things right. As a firm regulated by the Solicitors Regulation Authority (SRA), we take all complaints seriously. We will investigate your complaint thoroughly and respond promptly.

How to Make a Complaint

You can make a complaint by:

Email

[email protected]

Phone

0208 153 0033

Post

Complaints Team
Blue Lion Law Limited
The Centro Buildings
20-23 Mandela Street
London, NW1 0DU

What to Include in Your Complaint

To help us investigate, please include:

  • Your full name and contact details
  • Your reference number (if you have one)
  • A clear description of what went wrong
  • When the problem occurred
  • What you would like us to do to resolve it
  • Any relevant documents or correspondence

What Happens Next

1

Acknowledgement

We will acknowledge your complaint within 3 working days.

2

Investigation

We will investigate your complaint thoroughly, which may involve reviewing your file and speaking with relevant staff.

3

Response

We aim to provide a full written response within 8 weeks of receiving your complaint.

If You Are Not Satisfied

If you are not satisfied with our response, or if we have not resolved your complaint within 8 weeks, you may refer your complaint to the Legal Ombudsman.

Legal Ombudsman

The Legal Ombudsman investigates complaints about solicitors and other legal service providers.

  • Website: www.legalombudsman.org.uk
  • Email: [email protected]
  • Phone: 0300 555 0333
  • Post: Legal Ombudsman, PO Box 6167, Slough, SL1 0EH
  • Time limit: Normally, you must bring your complaint to the Legal Ombudsman within 6 months of our final response to your complaint.

Solicitors Regulation Authority (SRA)

If you believe we have breached the SRA's rules or principles, you can report us to the SRA. However, the SRA is not able to award compensation or deal with complaints about poor service.

Website: www.sra.org.uk

Contact Our Complaints Team

Email

[email protected]

Phone

0208 153 0033

Key Timeframes

Acknowledgement within 3 working days and full written response target within 8 weeks.

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The Finance Claim is a trading style of BlueLion Law Limited. BlueLion Law is a limited company registered in England and Wales (Company Number 12276560), authorised and regulated by the Solicitors Regulation Authority under SRA number: 815166 — Registered office at: The Centro Buildings, 20-23 Mandela Street, London, NW1 0DU.
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1 Under the FCA’s Consumer Redress Scheme, it is estimated that redress may be on average around £830 per agreement. We identify an average of 2.5 agreements per client. This means our clients could achieve an average settlement of £2,075. These aren’t guaranteed amounts and all claims are subject to eligibility.

2 Reference to ‘Free Check’ means the cost to search your credit file across multiple credit reference bureaus to identify any motor finance agreements you have taken out between 2007 and 2024, which might have been affected by undisclosed commissions. We provide you with details of what motor finance agreements we have found after you complete and submit our form. You can cancel your agreement with us, at no charge, within 14 days of completing our form and we provide you details of how you can do this in our Client Pack and when we confirm which accounts we have identified.

3 No Win, No Fee means you only pay our fees if your claim is successful and you abide by the terms of our agreement. Our fee for a successful claim that is settled without litigation is up to 36% inclusive of VAT. If your claim is settled through litigation, the maximum deduction is capped at 48% inclusive of VAT. Your claim would only be litigated if we believe you will achieve a better outcome. You can cancel without charge within 14 days of instructing us. For cancellations after 14 days, we can charge for our reasonable costs.