Legal

Complaints procedure

We aim to give an excellent service. If something goes wrong, we want to hear about it so we can put it right.

How to complain

Contact our Complaints Manager by:

  • Email: info@bridgingfinance4u.com (subject line "Complaint")
  • Post: Complaints Manager, Bridging Finance 4U, Office 7, Queen Victoria House, 794 Cranbrook Road, Ilford, England, IG6 1HZ

Please tell us your name, how to contact you, what went wrong and what you'd like us to do to put it right.

What happens next

  1. We'll acknowledge your complaint within 5 working days and tell you who is handling it.
  2. We'll investigate fairly, reviewing our records and speaking to the people involved.
  3. We'll send you a full written response within 8 weeks. If we can't, we'll write to explain why and tell you when to expect it.

Complaints about your loan

We are a broker, not a lender. If your complaint is about the loan itself, such as its terms, servicing or repayment, you'll need to raise it with the lender. We'll help you do that and give you their contact details.

If you're not satisfied

Because we arrange unregulated loans for business and investment purposes, complaints about our service can't be referred to the Financial Ombudsman Service. If you're not happy with our final response, you may be able to use an independent mediation service or take independent legal advice.

We keep a record of every complaint and use what we learn to improve our service.