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
What is No Win, No Fee**? Can I claim back myself?
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 average estimate 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
- The FCA has consulted on a free to use Redress Scheme, which will likely be launched in the first half of 2026
What is mis-sold car finance?
Mis-sold car finance typically relates to Discretionary Commission Arrangements (DCAs). This is where the car dealer could set the interest rate on your finance agreement, and the higher the rate they set, the more commission they earned. This meant many consumers paid more for their car finance than they should have, without being told about this conflict of interest. The FCA banned DCAs in January 2021. However, the FCA has also expressed concerns about high fixed undisclosed commissions and the non-disclosure of certain other facts that could create an unfair relationship. Therefore, consumers affected between April 2007 and October 2024 may be entitled to compensation.
How much does this cost?
We operate on a No Win, No Fee basis. This means you will not pay anything upfront, and if your claim is unsuccessful, you will not owe us a penny. If we win your claim, our success fee is a maximum of 36% (inclusive of VAT) of the compensation recovered where the claim settles without litigation (e.g. through the FCA’s Consumer Redress Scheme). Where claims are settled through litigation, the maximum amount that would be deducted is 48% inclusive of VAT.
You have a 14-day cooling-off period during which you can cancel without charge. For cancellations after the 14-day cooling period, we may charge a fee for our reasonable costs incurred, subject to a maximum charge. Please refer to our Terms of Engagement for full details on charges.
How much is the average estimate?
The Financial Conduct Authority (FCA) has indicated that under its Consumer Redress Scheme, eligible claims could be an average estimate of £830* per finance agreement. However, actual compensation varies depending on factors such as the interest rate charged, the length of your agreement, and the total amount financed. The total estimated redress to consumers is £7.5 billion.
Can I make more than one claim?
Yes! You can make one claim per finance agreement. So if, for example, you took out four cars on finance between April 2007 and October 2024, then you could be eligible for four separate claims. Our online tool can help you find ALL of your car finance agreements from this period.
What if I do not have my paperwork?
Do not worry - you do not need to have any finance paperwork to get started. We can help you find your finance agreements and request the necessary documentation directly from the lender on your behalf. All you need to begin is your basic personal details.
Will making a claim affect my credit score?
No, making a claim will not affect your credit score. The claim is against the lender for hidden commission, not a dispute about your ability to repay the loan. Your credit history and score remain completely unaffected by the claims process.
Can I claim if I have already paid off my car finance?
Yes, absolutely! You can still make a claim even if you have fully paid off your car finance. As long as your finance agreement was taken out between April 2007 and October 2024, you may be entitled to compensation for hidden commission.
Can I claim back myself?
Yes, you do not have to use a law firm or claims management company to make your claim. You are entitled to pursue it directly at no cost by complaining to your lender. If you are dissatisfied with the lenders response, you can escalate the matter to the Financial Ombudsman Service at no cost. However, many people prefer to use our expertise to navigate the process and maximise their compensation.