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

Email: complaints@bluelionclaims.co.uk

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

Acknowledgement

We will acknowledge your complaint within 3 working days.

Investigation

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

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: enquiries@legalombudsman.org.uk

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.

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

Key Timeframes

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

Contact Our Complaints Team

Email: complaints@bluelionclaims.co.uk

Phone: 0208 153 0033

Frequently Asked Questions

Our service is provided on a ‘No win, No fee’ basis. This means that you only pay our fees in the event that your claim is successful. You can cancel, without charge, within the 14-day cooling-off period, after that we may charge for our reasonable costs incurred, which is calculated on an hourly basis subject to a maximum charge.

For claims that settle without litigation (e.g. through the FCA’s Consumer Redress Scheme), our fees are charged in line with our regulator’s fee cap rules, please see below:

Band	Redress (£)	Received % Fee	Maximum Fee
A	£1-1,499	30%	£420
B	£1,500-9,999	28%	£2,500
C	£10,000-24,999	25%	£5,000
D	£25,000-49,999	20%	£7,500
E	£50,000+	15%	£10,000

The fees listed above are exclusive of VAT and will be subject to VAT at the prevailing rate.

The FCA has stated that it believes that the estimated average claim value, per eligible agreement, will be £830. However, some claims will be more and others will be less. We therefore anticipate that the majority of claims will be between £500 and £1,500, however this view may change once the final rules of the FCA’s Consumer Redress Scheme are confirmed.

If your claim proceeds to litigation, our fees may be charged on a different basis (e.g. hourly rates and a success fee). We would only recommend litigation where we believe it will achieve a better outcome than the FCA’s Redress Scheme (e.g. a higher settlement).

Some costs may be recoverable from the defendant and, in all cases, any deduction from your compensation will not exceed 40% + VAT. If the claim is unsuccessful, you will not owe our fees, but you may be liable for adverse costs (including the defendant’s legal costs and disbursements). These risks can be reduced by taking out After the Event (ATE) insurance, which we would usually recommend and can help arrange for you.

Please refer to our Terms of Engagement for full details regarding all of our charges.

Alternative Options

You are also free to:

Use your own legal representation to pursue a court claim, or
Directly complain to your lender at no cost. If dissatisfied, you can escalate your complaint to the Financial Ombudsman Service, which is also free of charge, or
Use the FCA’s free-to-use motor finance Consumer Redress Scheme, which came into force on 30 March 2026. Parts of it are currently suspended while the Upper Tribunal hears a legal challenge; if the scheme is upheld, the FCA expects payments to begin in 2027

Complaints Procedure

Our Commitment to You

How to Make a Complaint

What to Include in Your Complaint

What Happens Next

Acknowledgement

Investigation

Response

If You Are Not Satisfied

Legal Ombudsman

Solicitors Regulation Authority (SRA)

Key Timeframes

Contact Our Complaints Team

Frequently Asked Questions

What is No Win, No Fee**? Can I claim back myself?

What is mis-sold car finance?

How much does this cost?

How much is the average claim?

Can I make more than one claim?

What if I do not have my paperwork?

Will making a claim affect my credit score?

Can I claim if I have already paid off my car finance?

Can I claim back myself?