Complaints Policy
Bridging Finance Solutions Limited is committed to providing a high standard of customer service; however, if you are not satisfied with any aspect of our service, internal complaint handling procedures are in place to deal with your concerns effectively and in the correct manner. If you wish to register a complaint please follow the steps below. Please provide as much relevant information as possible, and any actions already taken to address this issue.
Step 1
Please contact us to explain your complaint and we will ensure that your complaint is investigated and try to resolve the matter to your satisfaction. If your complaint has not been resolved by the close of business on the next working day following its receipt, we will within 5 working days either send you an acknowledgement or a written response addressing the matters you have raised.
Step 2
Once your complaint has been fully investigated, we will issue a final response letter. This letter will confirm the outcome of our investigation. If we have been unable to issue a final response letter to you within four weeks of receipt, a letter will be issued confirming at what stage our investigations are at. If we are still unable to issue a final response letter within eight weeks of first receiving your complaint a further update letter will be issued. At this point, we may also inform you of your right to refer this matter to the Financial Ombudsman Service if you are dissatisfied with the delay. Please ask us about the areas of our business covered by the Financial Ombudsman Service.
Step 3
Our aim is always to resolve complaints to the satisfaction of our customers. However, in the unlikely event that you disagree with the decision we make, you may be entitled to refer the matter to the Financial Ombudsman Service. You should address your complaint to Financial Ombudsman Service.
Exchange Tower
London
E14 9SR
Financial Ombudsman Service Consumer helpline: 0845 080 1800
Email: info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk
