Complaints Procedure
At Bridge Loan Direct, we aim to provide all of our clients with an excellent service. However, if something goes wrong, we want to hear about it so we can fix the issue and improve our standards.
We are committed to handling all complaints fairly, transparently, and promptly in accordance with Financial Conduct Authority (FCA) rules.
How to Make a Complaint
If you are unhappy with our service, you can lodge a formal complaint with us by using any of the following contact methods:
📞 By Telephone: 03301 331604
✉️ By Email: hello@bridgeloandirect.co.uk
📍 By Post: 111A, Links House, Main Rd, Romford RM2 5EL
Our Complaints Handling Process
Once we receive your complaint, we will follow a structured process to resolve it as quickly as possible:
1. Acknowledgement (Within 5 Working Days)
We will send you a written acknowledgement of your complaint within 5 working days. This will confirm the name of the specialist broker investigating your case.
2. Investigation & Updates
We will thoroughly review the details of your file. If we need more information, we will contact you immediately. We keep you updated at every step with honest communication.
3. Final Response (Within 8 Weeks)
We aim to provide a Final Response letter as quickly as possible, and at most within 8 weeks. This letter will outline our findings, our final decision, and any actions offered to resolve the matter.
The Financial Ombudsman Service (FOS)
If you are not satisfied with our Final Response, or if 8 weeks have passed and we have not provided a final decision, you have the right to refer your complaint to the Financial Ombudsman Service. This is a free, independent service for resolving disputes.
