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Privacy Policy

ClaimLion Law is a trading style of BlackLion LLP.

This privacy policy sets out how ClaimLion Law, collects, uses and protects your information when you use this website or our services, in accordance with the Data Protection Act 2018 and the UK General Data Protection Regulation (UK GDPR).

ClaimLion Law is the controller and is responsible for your personal data. We are committed to ensuring that your privacy is protected. By using our website and/or our services, you may be providing us with some of your personal information and we want to make sure that we do not use your data in a way that you would not expect. ClaimLion Law assure you that your personal information will only be used in accordance with this privacy policy and in compliance with the latest privacy regulations.

ClaimLion Law may change this policy in future by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 24^th February 2026.

Personal Information We Collect

Personal information is any information about an individual from which that person can be identified. It does not include data which has been anonymised.

We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:

• Contact information: Name, current and previous addresses (including postal, email and IP addresses) and telephone numbers
• Identity Data includes first name, maiden name, last name, username or similar identifier, marital status, title, date of birth and gender.
• Financial Data: includes information on your financial circumstances, the lenders or financial institutions used by you, the financial products you have taken out and the details and status of those financial products.
• Usage Data includes information about how you use our website, products and services. This may include your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views and website navigation paths, as well as information about the timing, frequency and pattern of your service use. The source of the usage data is our analytics tracking system.
• Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.
• Special Category Data: We will only process special category data where you have provided this to us and given your explicit consent to store it or we have a legal/regulatory obligation to. This includes race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data.

This list may not include all the information we require when providing our service/s. The information we ask you for will relate to your specific enquiry and will only consist of the information we need to carry out our service. If you contact us other than via our website, we will keep a record of that correspondence and a copy of call recordings.

Method of collection

• Direct interactions: By you filling in forms on our website or social media or by corresponding with us by post, phone, email or otherwise.
• Third parties or public sources: We may receive information about you from various reputable third-party lead providers, from our regulators, your lenders, DVLA or from publicly available data.
• Credit Information Firms: We may verify your identity through third party credit information firms who will carry out a soft credit search. We will always obtain your consent to do this, and it will not affect your credit score in any way.
• We will always inform you where we have obtained your information from if requested by you.

The basis on which we process your information

The legal grounds for processing your personal information depend upon the nature of our relationship with you and the context of processing and are as follows:

• Processing is necessary for the performance of a contract with you, or to take steps prior to entering into a contract with you.
• Processing is necessary for the purposes of your legitimate interests or our legitimate interests, where your fundamental rights and interests do not override those interests. In order to determine this, we shall undertake a Legitimate Interests Assessment and balancing test.
• Processing is necessary for compliance with mandatory legal or regulatory obligations to which we are subject.
• Processing is undertaken after you have given us your express consent.

What we use your personal information for

We collect/store or use your information to:

Providing your personal data to others

We may disclose your data to one or more of our selected, upon your consent to do so, for the purpose of enabling them to contact you so that they can offer, market and provide relevant services to you. Each such third party will act as a data controller in relation to the data that we supply to it; and upon contacting you, each such third party will supply to you a copy of its own privacy policy, which will govern that third party’s use of your personal data.

We may disclose your personal data to insurers, compliance consultants and/or professional advisers in so far as reasonably necessary for the purposes of obtaining or maintaining insurance coverage, managing risks, obtaining professional advice, or the establishment, exercise or defence of legal claims, whether in court proceedings or in an administrative or out-of-court procedure.

We may disclose personal data to our suppliers or subcontractors, such as external printers, IT service providers, credit information firms, admin companies, call centres, compliance consultants, legal advisers, professional experts and barristers.

We may disclose personal data to our partner credit information firms, Valid8 IP Ltd and Valifi Ltd for the purposes of obtaining your credit file from one or more credit reference bureaus and you can view their privacy policies here: Valid8 | IP   Valifi  .

With you consent we will carry out a soft credit search through Valid8 IP Ltd to identify and validate any potential claims you may have, and your information will be shared with the following credit reference bureaus:

• Equifax Ltd – https://www.equifax.co.uk
• Experian Ltd – https://www.experian.co.uk
• TransUnion Information Group Limited – https://www.transunion.co.uk

If you’d like to understand how the credit reference bureaus use and share personal data (including the legitimate interests they pursue) please read the Credit Reference Agency Information Notice (CRAIN) here https://www.equifax.co.uk/privacy-hub/crainhttps://www.experian.co.uk/legal/crain/https://www.transunion.co.uk/legal/privacy-centre/pc-credit-reference

Any external processors, who process your data on our behalf, are subject to a data processing agreement to ensure the safety and protection of your data. None of our processors are allowed to use your data for any other purposes than instructed by us.

In addition to the specific disclosures of personal data set out in this Section, we may disclose your personal data where such disclosure is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person.

We may also disclose your personal data where such disclosure is necessary for the establishment, exercise or defence of legal claims, whether in court proceedings or in an administrative or out-of-court procedure.

To assist us to provide our services to you we may use data processors that are outside of the European Economic Area (EEA). Robust and comprehensive due diligence is completed before we use any data processors outside the EEA. Where the country, territory, sector or international organisation that the transfer of personal data is being made has not got an EU Commission ‘adequacy decision’, the restricted transfer will only be made where there is an appropriate safeguard in place which will ensure that your rights and freedoms in respect of your personal data are protected. Please contact us if you need any further details about how we transfer personal data outside of the EEA and what safeguards are in place.

Marketing

You are provided with choices regarding marketing and we record your preferences in relation to this and how we communicate with you.

We may rely on consent when we use your personal information for direct marketing. This will be where you have specifically consented to us or a third party that you are happy to receive marketing contact from us.

We may also rely on legitimate interests for our direct marketing. Our legitimate interests are to inform individuals about products or services which may be of interest to them. Our legitimate interest may also be our commercial interests in operating our business, which includes acquiring new customers, providing additional services to existing or previous customers that are similar or aligned with previous products or services and, expanding our operations.

You may also receive marketing communications from us if you have previously enquired about or purchased similar services from us and, in each case, you have not opted-out of receiving that marketing. This is known as a ‘soft opt-in’.

Such marketing communications may be in relation to claims management, legal services and financial services which could be done by post, email, SMS or telephone.

To opt out of receiving future marketing under any lawful basis, or under soft opt in, in which we intend to rely on for direct marketing, please opt-out using the contact details provided in this privacy policy.

If you require any further information about the lawful basis we have relied on to send direct marketing to you, please do not hesitate to contact us.

Cookies

A cookie is a small file of letters and numbers that we store on your browser or the hard drive of your computer if you agree. As you interact with our website, we may collect Technical Data and Usage Data about your equipment, browsing actions and patterns. We collect this personal data by using Third-Party cookies, specifically Google Analytics. You can view Google’s privacy policy here: www.google.com/policies/privacy.

Our website uses cookies to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website and also allows us to improve our site.

You will be asked to provide your consent for us to use cookies upon your first visit to our website.

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. Also, to opt out of being tracked via Google Analytics, you can use Google’s opt-out browser add-on: https://tools.google.com/dlpage/gaoptout

If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly.

How long do we keep your personal information

We retain your information for as long as is necessary for the purpose for which it was originally obtained.  However, where we have provided a service, we will retain your information for 7 years from when the matter concluded.

We have some legal and regulatory obligations to hold certain pieces of information for specific timeframes.

We also need to keep some of your information for our accounting and reporting requirements.

Your contact details will be held for the purposes of direct marketing for 3 years, this is to enable us to let you know about new products or services that may be of interest to you as detailed above.

Your Rights

You have the following rights in accordance with the UK GDPR and the DPA:

• To know that your data is being processed
• To access your personal data free of charge
• To have your information corrected if inaccurate (Including ensuring any third party puts right any inaccuracy)
• To request that your data be erased
• To restrict processing
• To request transfer of your data
• To object to processing and:
• To rights relating to automated decision making and profiling

You may request that we to provide you with any personal information we hold about you. Where you send us a request to access your data, this will usually be free of change and sent to you within one month (unless your request is complex). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.

We may need to request specific information from you to help us confirm your identity before we are able to process your request.

We may withhold personal information that you request to the extent permitted by law.

You may instruct us at any time not to process your personal information for marketing purposes.

We may use automated decision making in our claims process and/or profiling in order to send you targeted marketing.

You have the right to access details of the information we used to create your profile and the right to object to profiling, including profiling for marketing purposes.

You have the right to request human intervention or challenge an automated decision.

We do not use automated decision making which would produce legal or significant effects on individuals.

If at any point you wish to raise a complaint regarding our data handling then you have the right to complain to the Information Commissioner’s Office (ICO) the supervisory authority for data protection issues in the UK whose information is available at www.ico.org.uk. However, we would appreciate to opportunity to deal with any concerns directly with you in the first instance.

Security

ClaimLion Law recognise the personal nature of the information we collect, process and store. As we are committed to ensuring that your information is secure, we have put in place suitable physical, electronic and managerial procedures to prevent loss, unauthorised access, misuse or disclosure and to make sure that your information is safe and secure. If password access is required for certain parts of our website/application, you are responsible for keeping this password confidential.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which may be collected or you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

General and Opt out

You may not transfer any of your rights under this privacy policy to any other person. We may transfer our rights under this privacy policy where we reasonably believe your rights will not be affected.

If any court or competent authority finds that any provision of this privacy policy (or part of any provision) is invalid, illegal or unenforceable, that provision or part-provision will, to the extent required, be deemed to be deleted, and the validity and enforceability of the other provisions of this privacy policy will not be affected. Unless otherwise agreed, no delay, act or omission by a party in exercising any right or remedy will be deemed a waiver of that, or any other, right or remedy.

If you have any queries relating to our Privacy Policy or the personal data we hold about you, wish to opt out of marketing or you wish to invoke any of your legal rights, you can contact us by:

Email: contactus@claimlionlaw.com
Post: The Centro Buildings, 20‑23 Mandela Street, London NW1 0DU
Telephone: 0800 599 993

Terms of Business

1. Our Responsibilities:

We must:

1.1       Always act in Your best interests, subject to Our duty to the Court.

1.2       Explain to You the risks and benefits of taking legal action.

1.3       Give You Our best advice about whether to accept any offer of settlement.

1.4       Keep You updated on all developments throughout Your claim and advise You of any important matters that could affect the outcome of your claim.

1.5       Progress Your claim as quickly and efficiently as We can.

2. Our Services:

2.1       Upon receiving Your instructions, you authorise Us to undertake a soft credit check to identify which Lender(s) You held car finance with.

2.2       If we identify any other lenders you may have a claim against as part of our investigations you authorise Us to pursue those claims on your behalf.

2.3       Once We identify Your car finance Lender(s) and have substantiated Your claim, We will submit a complaint to Your Lender(s).

2.4       Where you Lender does not provide a satisfactory outcome to Your claim, we will assess whether to submit the Claim(s) to the Financial Ombudsman Service.

2.5       You give your consent for us to apply your signature to a Letter of Authority and where applicable, the FOS complaint form in circumstances where we consider such a referral would benefit your Claim(s) and we will inform you of this in advance accordingly. Alternatively, you can refer your own Claim to the FOS directly.

3. Your Responsibilities:

You must:

3.1       Cooperate with Us and provide clear and timely instructions that allow us to work on your case properly.

3.2       Go to any Court hearing when We ask You to.

3.3       Notify Us of any change of contact details as soon as practicable.

3.4       Reply to Our requests for information or documents in a timely fashion, ideally no later than 14 days.

3.5       Observe good faith in all Your dealings with Us, disclosing all relevant information.

3.6       Provide Us with all reasonable assistance to recover costs from Your Lender.

You must not:

3.7       Attempt to mislead Us, Your Lender, or the Court.

3.8       Ask us to work in an improper or unreasonable way.

3.9       If You fail to honour any of Your Responsibilities, We shall be entitled to terminate this Agreement and the payment circumstances in Clause 7 shall become effective.

4. Paying us:

4.1       If You Win and receive any Payment from any party in respect of Your Claim after the date of this Agreement, You agree to pay us 40% of the Sum You Ultimately Recover including any sum You receive in respect of interest, plus VAT. This is called the Success Fee, subject to a minimum charge of £250 plus VAT. The reasons for setting the Success Fee at 40% plus vat are that the Courts may take the view that the FCA redress process is correct, the case may not prove to be commercially viable if there is insufficient claim value or low prospects of success, the case may be issued but for any reason it may not proceed, the case requires specialist consumer credit experience and even if you win, we must fund your disbursements and barristers’ fees.

4.2       You agree to pay any disbursements incurred by Us on Your behalf such as Court fees, ATE premium on successful claims and fees for expert reports and any other expenses incurred such as postage fees which we will deduct from any successful settlement.

4.3       In certain circumstances, it may be possible to recover costs in respect of disbursements from another party in respect of Your Claim. These are called “Recovered Costs”. In the event that We are able to secure any Recovered Costs, we will give credit for those sums.

4.4       If You lose or otherwise fail to receive payment from any party in respect of Your Claim identified above, You do not pay us anything.

4.5       For what happens if We end the Agreement before You receive any payment in respect of Your Claim, please refer to Clause 6 of these Terms of Business.

4.6       You acknowledge and accept that the Success Fee is payable notwithstanding the fact that it is either not recoverable from the Lender (or anyone else) and/or an amount which is greater than that which You could have recovered from the Lender. To that extent, subsection 74(3) of the Solicitors Act 1974 does not apply by Agreement. You acknowledge and accept that, for the purposes of Civil Procedure Rules r.46.9(3)(c) We have explained that the Success Fee will not be recovered from any other party.

5. Payments

5.1       By signing this Agreement, You provide Us with irrevocable instructions to request that any and all third parties shall make payments directly to Us which would otherwise be due to You. Out of that money, You agree to let Us take the appropriate balance of the Success Fee. You take the rest subject to the deduction of disbursements incurred on your behalf.

5.2       If You or We receive an interim payment in respect of damages, you agree that we may take an appropriate pro-rata payment in respect of the Success Fee together with a reasonable amount in respect of expenses already incurred or anticipated.

6. What happens if You do not recover any Payment in respect of Your Claim?

If You do not recover any payment in respect of Your claim, You do not have to pay us anything, unless you have not complied with your responsibilities under these Terms of Business.

7. Termination and Cancellation

7.1       Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 You have the right to cancel this contract within 14 days without giving any reason.

7.2       In the event that You cancel this Agreement during the cancellation period, You agree to pay us any expenses we have incurred on Your behalf during that period plus VAT on those expenses.

7.3       Subject to the following express rights of termination set out below, this Agreement is not capable of being terminated by either party after the 14 day cancellation period.

7.4       Under this Agreement We have agreed to act on Your behalf without payment unless You receive a payment in respect of Your Claim. We are potentially therefore acting for You without payment for Our services and We can therefore end the Agreement if We believe that You are unlikely to recover any payment in respect of Your Claim. You do not have to pay Us anything apart from any expenses we have incurred on Your behalf plus VAT on those disbursements or expenses, payable by You to Us immediately upon cancellation of this contract.

7.5       We can end this Agreement if you do not comply with Your Responsibilities as set out in Clause 2. In those circumstances, You do not have to pay Us anything apart from any expenses we have incurred on Your behalf plus VAT on those expenses, payable by You to Us immediately upon cancellation of this contract.

7.6       In the event that you cancel this Agreement outside of the cooling off period or we have no option but to terminate this Agreement due to your providing misleading or inaccurate information or you have breached a term of this Agreement then You are liable for our fees on an hourly rate basis and the disbursements and expenses we have incurred on your behalf. Full details of the relevant hourly rates can be found at www.gov.uk/guidance/solicitors-guideline-hourly-rates.

8. What happens if You die before You Win?

8.1       If You were to die before You Win Your Claim, the default position will be that the Terms of Business will (subject to what is said below) continue to exist and will not be terminated. We will, however, be able to elect to terminate the Terms of Business if We do so within a reasonable period of learning of Your death.

8.2       If the Personal Representative of Your estate gives instructions to Us to pursue the Claim on behalf of Your estate, and if they accept legal services from Us for a period of 7 days or more, then unless they indicate otherwise, they will be deemed to have: (i) adopted this Agreement as if they had always been a party to it and as if they had always had joint and several liability under it; and (ii) adopted this Agreement as being their own Agreement for all incurred costs and costs yet to be incurred.

8.3       If the Personal Representative of Your estate is unable or unwilling to adopt this Agreement in accordance with the above, then We will be at liberty to end the Agreement on the grounds that of non-compliance with the obligations set out in Clause 6 and will attract the payment consequences set out therein.

9. What happens after the Agreement ends?

9.1       We have the right to preserve our lien over any property of Yours (including Your full file of relevant documents) in our possession unless and until any money owed to us under this Agreement is paid in full. This means we can keep Your papers until You pay us in full. In appropriate circumstances, We may seek a charging order pursuant to section 73 of the Solicitors’ Act 1974.

10. Other Information

10.1     The services to be provided by Us are legal services. The time for delivery of our service to a conclusion of Your matter cannot be determined at this time. It is expected that it will take in excess of 6 months.

10.2     We are not authorised by the Financial Conduct Authority (FCA). However, we are included on the register maintained by the FCA so that we can carry on insurance mediation activity, which is broadly the advising on, selling and administration of insurance contracts (www.fca.org.uk/register). This part of our business, including arrangements for complaints or redress if something goes wrong, is regulated by the SRA.

10.3     We are not authorised to give investment advice. If such advice is required, it should be provided by a person authorised by the FCA. We are authorised to carry out only a limited range of activities relating to investments incidental to the provision of our legal services. Details of these can be provided on request. Complaints and redress mechanisms for any such activities performed by us are provided through the SRA and the Legal Ombudsman (LeO).

10.4     Unless we are engaged expressly by you to give tax advice, we will assume you have your own tax adviser and our services will not include any tax advice in relation to any matter.

10.5     If a barrister is instructed, their fees will be included within the Success Fee unless You choose to instruct them under a separate Damages Based Agreement or as otherwise agreed by us.

10.6     Whilst the day-to-day handling of Your matter may be conducted by different fee earners the person having overall responsibility for the provision of our legal services to You is Negar Yazdani.

10.7     In the event that any term, condition or provision of this Agreement is held to be a violation of any applicable law or statute or regulation, the same shall be deemed to be deleted from this Agreement and shall be of no force and effect and this Agreement shall remain in full force and effect as if such term, condition or provision had not originally been contained in these Terms of Business.

10.8     To be effective (and unless the court orders otherwise), any variation of or supplement to this Agreement must be made in writing (but need not be contained in this document).

10.9     You expressly approve the incurring of the Success Fee in full. Similarly, all expenses incurred under the Damages Based Agreement are incurred with Your express and/or implied consent. It has been explained to You that this means that any (if possible) assessment of the Success Fee will proceed on the indemnity basis and on the assumption that the amount of the Success Fee and/or expenses are reasonable in amount, pursuant to Civil Procedure Rules 46.9(3).

10.10   These Terms of Business do not require an actual signature such may be implied from correspondence.

10.11   This Agreement, the benefits and obligations under these Terms of Business and the Damages Based Agreement may be assigned by Us at will to BlueLion Law or any other party as notified to you. The benefits of any ATE policy taken out on your behalf may be assigned to a funder.

10.12   We may, at any time, modify these Terms of Business and our Privacy Policy and we will provide you with notice of the same.

11. Anti-Money Laundering Requirements

11.1     Under the Money Laundering Regulations 2007 (MLR) and the Proceeds of Crime Act 2002 (POC) all law firm employees and Partners are required to report any knowledge or suspicion of money laundering or client involvement in the proceeds of crime to the National Crime Agency (NCA). Proceeds of crime has no lower limit and could mean cash income you have earned which has not been disclosed to the Inland Revenue, or the welfare benefits agency.

11.2     With regard to MLR, unless prior written agreement has been obtained, our policy is not to accept cash payments in excess of £1500. If you ignore this policy by depositing larger sums of cash, we reserve the right to charge you for any additional checks we determine are necessary to prove the source of the funds.

11.3     Where we have to pay money to you, it will be paid by cheque or bank transfer. It will not be paid in cash or to a third party.

11.4     We are required to conduct certain anti-money laundering checks to comply with our regulatory obligations which may include a PEP and sanctions check and a soft credit search.

12. Client Care and Complaint Handling

12.1     We are committed to providing high quality legal advice and client care. If you are unhappy about any aspect of service you have received, please contact Saima Haroon. If you need to speak to anyone else you can contact Negar Yazdani, the partner and complaints handler at negar.yazdani.blacklionlaw.com.

12.2     We are subject to a professional Code of Conduct. A copy of that Code can be obtained from the Solicitors Regulation Authority or via their website (currently – http://www.sra.org.uk/consumers/consumers).

12.3     Our complaints procedure is available by email or post upon request. We have eight weeks to consider your complaint. If we have not resolved it within this time, you may complain to the LeO. If you are not satisfied with our handling of your complaint, you can contact the LeO (0300 5550333, enquiries@legalombudsman.org.uk, PO Box 6167, Slough SL1 0EH, or at http://www.legalombudsman.org.uk). The Legal Ombudsman investigates complaints about service issues with lawyers. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of your final response to you.

13. Data Protection

13.1     In accordance with the General Data Protection Regulation 2018, we may use (and you consent to the use of) your personal information together with other information: To provide legal services, marketing, administration and training and for sharing with third parties (including funders, related companies, associates and services providers we may from time to time engage). Some of these entities may be based outside of England and Wales. Any providers we use are bound by confidentiality agreements to protect your information.

14. Client Care Standards

14.1     We operate a system throughout our offices of insisting our staff meet certain standards regarding client care. As part of our quality control procedures, files are reviewed periodically by approved professional bodies and by signing this Agreement you are confirming your consent to such reviews.

15. Fee Sharing and Introduction

15.1     If you were introduced to us by a third party, we may have entered into arrangements with that third party to pay them a referral fee. Different arrangements exist with different introducers, however, the maximum we pay the third party is 50% of the fees you are liable to pay us. This fee does not have any additional effect to you, and we remain independent solicitors with a duty to you alone. We are happy to give you further information about the fee payable in your particular case if you request it.

15.2     We may also keep your information for a reasonable period in order to contact you about our and third-party services but will do so by your preferred method, and you may decide at any time that you no longer wish to be contacted. If you give us information about another individual for business purposes, you do so on the basis that the individual has agreed, and has consented to the processing of his or her personal data including sensitive personal data.

16. Retention of File

16.1     Upon conclusion, we provide you with written notification of how long we shall retain the file of papers and during that period you are free to request retrieval of the file at any time although as we use an off-site location for archiving we do ask you to allow us 7 to 14 days to comply with your file at any time, then we are entitled to charge you £25.00 plus VAT.

17. Communication

17.1     You agree that we may correspond with you by email and that we may send you our final invoice by this method. You acknowledge that electronic communication carries with it the possibility of inadvertent misdirection, interception, or non-delivery of confidential material. Please let us know in writing if you do not want to receive any correspondence from us on your matter by email.

18. Confidentiality

18.1     We are under a strict professional duty of confidentiality to you. The only exceptions to this are where you authorise us to disclose information, where we are required to make a disclosure under applicable regulations/legislation or where we are otherwise required to do so by law.

19. Governing Law and Jurisdiction

19.1     These Terms of Business and any dispute or claim arising out of or in connection with it or its subject matter shall be governed by and construed in accordance with the laws of England and Wales. The Courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim that arises out of or in connection with this Agreement or its subject matter.

At BlackLion Law LLP, we treat complaints seriously and strive to resolve them efficiently, transparently and fairly.

CONTACT DETAILS

BlackLion Law LLP The Centro Buildings, 20-23 Mandela Street, London
NW1 0DU

Telephone Number: 020 112 8616
E-mail Address: contactus@claimlionlaw.com

COMPLAINTS STAGES

1. Communication with lawyer

Your first point of contact will be the lawyer or legal executive assigned to your case. The lawyer will consider your case fairly and efficiently, taking into consideration the seriousness of your complaint. Should a resolution not be reached, the lawyer may pass the complaint to the senior member of the firm or request a written formal complaint be sent to our offices.

2. Communication with department manager

The lawyer will be in contact with you to discuss your complaint and try reaching a resolution. Failing this you will be asked to put your complaint in writing or electronic mail with full details of the complaint to start the formal procedure.

3. Acknowledging your complaint

We will send you a written or an electronic acknowledgement of your complaint.
We reserve the right to decline to consider a complaint that is made more than six months after the complainant became aware of the cause of the complaint. However we have discretion to waive this time limit and still undertake the complaint. We will confirm to you in writing or electronic mail if we are prepared to consider a complaint that has been made outside of the time scale of six months.

4. Investigating your complaint

Your complaint will be investigated by the lawyer and overseen by the senior partner. We endeavor to ensure that the person investigating the complaint has not been directly involved in the matter to which the complaint relates. The senior partner and the senior solicitor have the authority to settle complaints.

5. Responding to your complaint

Within four weeks of receiving your full written complaint, BlackLion Law LLP will send you either:
a) An acknowledgement, which explains that BlackLion Law LLP is in receipt of your complaint in addition to indicating when BlackLion Law LLP will make further contact with you ; or
b) A response setting out BlackLion Law LLP’s full investigation of your complaint.

Within eight weeks of receiving your complaint, BlackLion Law LLP will send you either:

a) A response setting out BlackLion Law LLP’s full investigation of your complaint; or
b) A holding response of the following:
i. Explaining why BlackLion Law LLP are still not in a position to provide you with a response, giving reasons for the further delay and stating when we expect to be able to provide you with the stated information; or
ii. Informing you that you may refer the handling of the complaint to the Legal Ombudsman if you are dissatisfied with the delay.

6. Redress

Where we decide that redress is an appropriate solution to the complaint, BlackLion Law LLP will provide you with fair compensation for any acts or omissions for which we are responsible and comply with any offer of redress which the complainant accepts. Appropriate redress will not always involve financial redress. It may involve an apology or an offer to redo the work.

7. Final response

If after receiving our response you’re still unhappy we will refer our decision to our Senior Partner who will then send you a final response.

8. If you are still unhappy

If you are still dissatisfied with our Final Response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:

Legal Ombudsman
PO Box 6167
Slough SL1 0EH
enquiries@legalombudsman.org.uk
0300 555 0333

The ombudsman will only intervene once all steps of the firm’s complaints procedure have been followed. The ombudsman can review the handling of the complaint and investigate the complaint further, ultimately making a determination about the complaint and giving binding directions about how the complaint should be resolved.

The Legal Ombudsman investigates complaints about service issues with lawyers. The Legal Ombudsman expects complaints to be made to them within one year of the date of the act or omission about which you are concerned or within one year of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of our final response to you.

Further information is available at: http://www.legalombudsman.org.uk/consumer/index.html

PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY BEFORE USING THIS SITE

What’s in these terms?

These terms tell you the rules for using our website https://www.claimlionlaw.co.uk (our site).

Click on the links below to go straight to more information on each area:

• Who we are and how to contact us Contact Us | Claimlion Law

Use of Site

• By using our Site you accept these terms. There are other terms that may apply to you. We may modify these Terms at any time, and such modifications shall be effective immediately upon posting of the modified Terms.
• Who we are and how to contact us

We are regulated by The Solicitors Regulatory Authority (SRA).

We are a limited company.

To contact us, please email contactus@claimlionlaw.com or telephone our customer service line on 0800 599 9993

By using our site, you accept these terms

By using our site, you confirm that you accept these terms of use and that you agree to comply with them.

If you do not agree to these terms, you must not use our site.

We recommend that you print a copy of these terms for future reference.

There are other terms that may apply to you

These terms of use refer to the following additional terms, which also apply to your use of our site:

• Our Privacy Policy   
• See further under ‘How we may use your personal information’.
• Our Acceptable Use Policy, which sets out the permitted uses and prohibited uses of our site. When using our site, you must comply with this Acceptable Use Policy.
• Our Cookie Policy Cookie Policy, which sets out information about the cookies on our site.

If you purchase services from our site, our Terms and Conditions of will apply to the sales.

We may make changes to these terms

We amend these terms from time to time. Every time you wish to use our site, please check these terms to ensure you understand the terms that apply at that time. These terms were most recently updated on 25th August 2022.

We may make changes to our site

We may update and change our site from time to time. When we make changes to our Site, you agree to review these Terms periodically to be aware of such changes and your continued access or use of our Site shall be deemed your conclusive acceptance of the changes made.

We may suspend or withdraw our site

Our site is made available free of charge.

We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our site for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.

You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.

We may transfer this agreement to someone else

We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

Our site is only for users in England OR the UK

Our site is directed to people residing in [England OR the United Kingdom]. We do not represent that content available on or through our site is appropriate for use or available in other locations.

You must keep your account details safe

If you choose, or you are provided with, a user identification code, password, or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.

We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use.

If you know or suspect that anyone other than you know your user identification code or password, you must promptly notify us at https://claimlionlaw.co.uk/contact-us/

How you may use material on our site

We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

You may print off one copy, and may download extracts, of any page(s) from our site for your personal use and you may draw the attention of others within your organisation to content posted on our site.

You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

Our status (and that of any identified contributors) as the authors of content on our site must always be acknowledged (except where the content is user-generated).

You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors.

If you print off, copy, download, share or repost any part of our site in breach of these terms of use, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

No text or data mining, or web scraping

You shall not conduct, facilitate, authorise, or permit any text or data mining or web scraping in relation to our site or any services provided via, or in relation to, our site. This includes using (or permitting, authorising, or attempting the use of):

• Any “robot”, “bot”, “spider”, “scraper” or other automated device, program, tool, algorithm, code, process, or methodology to access, obtain, copy, monitor or republish any portion of the site or any data, content, information, or services accessed via the same.
• Any automated analytical technique aimed at analysing text and data in digital form to generate information which includes but is not limited to patterns, trends, and correlations.

The provisions in this clause should be treated as an express reservation of our rights in this regard, including for the purposes of Article 4(3) of Digital Copyright Directive ((EU) 2019/790).

This clause shall not apply insofar as (but only to the extent that) we are unable to exclude or limit text or data mining or web scraping activity by contract under the laws which are applicable to us.

This Site, its content and any services provided in relation to the same is OR are only targeted to, and intended for use by, individuals located in England, Scotland, and Wales. By continuing to access, view or make use of this site and any related content and services, you hereby warrant and represent to us that you are in a Permitted Territory. If you are not located in a Permitted Territory, you must immediately discontinue use of this Website and any related content and services.

Do not rely on information on this site

The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site.

Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete, or up to date.

We are not responsible for websites we link to

Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them.

We have no control over the contents of those sites or resources.

User-generated content is not approved by us

This website may include information and materials uploaded by other users of the site, including to bulletin boards and chat rooms. This information and these materials have not been verified or approved by us. The views expressed by other users on our site do not represent our views or values.

How to complain about content uploaded by other users

If you wish to complain about content uploaded by other users, please contact us on https://claimlionlaw.co.uk/contact-us/#open

Our responsibility for loss or damage suffered by you

Whether you are a consumer or a business user:

• We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors and for fraud or fraudulent misrepresentation.
• Different limitations and exclusions of liability will apply to liability arising because of the supply of any products to you, which will be set out in our Terms and conditions of supply.

If you are a business user:

• We exclude all implied conditions, warranties, representations, or other terms that may apply to our site or any content on it.
• We will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:
  • use of, or inability to use, our site; or
  • use of or reliance on any content displayed on our site.
• In particular, we will not be liable for:
  • loss of profits, sales, business, or revenue;
  • business interruption;
  • loss of anticipated savings;
  • loss of business opportunity, goodwill, or reputation; or
  • any indirect or consequential loss or damage.

If you are a consumer user:

• Please note that we only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
• If defective digital content that we have supplied, damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill, we will either repair the damage or pay you compensation. However, we will not be liable for damage that you could have avoided by following our advice to apply an update offered to you free of charge or for damage that was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.

How we may use your personal information

We will only use your personal information as set out in our Privacy Policy   

Uploading content to our site

Whenever you make use of a feature that allows you to upload content to our site, or to contact other users of our site, you must comply with the content standards set out in our Acceptable Use Policy.

You warrant that any such contribution does comply with those standards, and you will be liable to us and indemnify us for any breach of that warranty. This means you will be responsible for any loss or damage we suffer as a result of your breach of warranty.

Any content you upload to our site will be considered non-confidential and non-proprietary. You retain all of your ownership rights in your content, but you are required to grant us [and other users of our site] a limited licence to use, store and copy that content and to distribute and make it available to third parties.

We also have the right to disclose your identity to any third party who is claiming that any content posted or uploaded by you to our site constitutes a violation of their intellectual property rights, or of their right to privacy.

We have the right to remove any posting you make on our site if, in our opinion, your post does not comply with the content standards set out in our Acceptable Use Policy.

You are solely responsible for securing and backing up your content.

We do not store terrorist content.

Rights you are giving us to use material you upload

When you upload or post content to our site, you grant us the following rights to use that content:

• [a worldwide, non-exclusive, royalty-free, transferable licence to use, reproduce, distribute, prepare derivative works of, display, and perform that user-generated content in connection with the service provided by the website and across different media [including to promote the site or the service] [to expire when the user deletes the content from the site OR forever.
• [a worldwide, non-exclusive, royalty-free, transferable licence for [other users, partners, or advertisers] to use the content [for their purposes OR in accordance with the functionality of the site] [to expire when the user deletes the content from the site OR forever.

We are not responsible for viruses, and you must not introduce them

We do not guarantee that our site will be secure or free from bugs or viruses.

You are responsible for configuring your information technology, computer programmes and platform to access our site. You should use your own virus protection software.

You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored, or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities, and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.

Rules about linking to our site

You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.

You must not establish a link in such a way as to suggest any form of association, approval, or endorsement on our part where none exists.

You must not establish a link to our site in any website that is not owned by you.

Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page.

We reserve the right to withdraw linking permission without notice.

The website in which you are linking must comply in all respects with the content standards set out in our Acceptable Use Policy.

If you wish to link to or make any use of content on our site other than that set out above, please contact us here

Which country’s laws apply to any disputes?

If you are a consumer, please note that these terms of use, their subject matter, and their formation, are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction except that if you are a resident of Northern Ireland, you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.

If you are a business, these terms of use, their subject matter, and their formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.

Our trademarks are registered

• Trademarks displayed at this site are registered trademarks of this Site or its affiliates or third-party owners

“Claimlion Law” and ALT Cap are UK registered trademarks of Blacklion Law LLP. You are not permitted to use them without our approval, unless they are part of material you are using as permitted under. See our GDPR info below how you may use material on our site.

How we use the information we collect

We use the information that we collect in a variety of ways in providing the Service and operating our business, including the following:

Operations

We use the information – other the Client Data – to operate, maintain, enhance and provide all features of the Service, to provide the services and information that you request, to respond to comments and questions and to provide support to users of the Service. We process Client Data solely in accordance with the directions provided by the applicable Client or User.

Improvements

We use the information – other then Client data – to understand and analyze the usage trends and preferences of our Vistors and Users, to improve the Service, and to develop new products, services, feature and functionality.

Communications

We may use a Vistior’s or User’s email address or other information – other then Client Data – to contact that Visitor or User (1) for administrative purposes such as customer service, to address intellectual property infringement, right of privacy violations or defamation issues related to the Client Data or Personal Data posted on the Service or (2) with updates on promotions and events, relating to products and services offered by us and by third parties we work with. You have the ability to opt-out of receiving any promotional communications as described below under ‘Your Choices‘.

COOKIE POLICY

We use cookies to enhance your website experience.

Third Party Cookies
We use:
• Google Analytics – To collect anonymised usage statistics that help improve the site. No confidential data is stored or shared.
For Google’s privacy policy, visit: Google Analytics Privacy Overview

Managing Cookies
You can disable cookies in your browser settings. Visit www.allaboutcookies.org for more information.

If you have any questions about our cookie usage or concerns about this website, please contact us at contactus@blacklionlaw.com.