Complaints Procedure
How to make a complaint about our services
We are committed to providing excellent service. However, if something goes wrong, we want to know about it so we can put things right. This page explains how to make a complaint and what you can expect.
Our Commitment to You
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:
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 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