Complaints Procedure
We are committed to providing a radically transparent and seamless experience. If things go wrong, here is exactly how we will put them right.
Our Commitment to You
At BridgingLoans.online, our mission is to simplify the complex world of short-term property finance. We pride ourselves on the accuracy of our calculators, the clarity of our guides, and the quality of the FCA-regulated lending partners we introduce you to.
However, we understand that occasionally things do not go as planned. If you are dissatisfied with any aspect of the service provided directly by our website, we want to hear from you. We treat all complaints seriously, investigate them thoroughly, and aim to resolve them as quickly as possible.
How to Raise a Complaint
To help us investigate and resolve your issue efficiently, please provide us with your full name, the best telephone number to reach you on, and a clear description of your complaint.
The fastest way to reach our compliance team is via email:
complaints@bridgingloans.onlineWritten correspondence can also be sent to our Registered Office (Details coming soon/Update pending).
What Happens Next? (Our Timeline)
We have designed our internal complaints handling procedure to align with the highest standards of the UK financial services industry. When you log a complaint with us, here is the timeline you can expect:
Within 3 Working Days
We will send you a prompt written acknowledgement of your complaint, confirming that we have received it and assigning a dedicated team member to investigate the matter.
Within 4 Weeks
We aim to resolve most complaints within this timeframe. If we have completed our investigation, we will send you our Final Response Letter detailing our findings and any proposed resolution. If we need more time, we will contact you to explain the delay.
Within 8 Weeks
In highly complex cases, our investigation may take longer. By the end of 8 weeks, we are legally required to send you either our Final Response Letter or a detailed explanation of why we are still not in a position to resolve the complaint (along with details of your right to refer the matter to the Financial Ombudsman Service).
Important: Complaints Regarding Our Lending Partners
BridgingLoans.online acts solely as an introductory service. We do not provide financial advice, make credit decisions, or issue bridging loans directly.
If your complaint relates to the conduct of, or the advice provided by, a specific mortgage broker or bridging lender that we introduced you to, that complaint must be addressed directly to them. They are distinctly regulated entities with their own internal complaints procedures. If you have lost their contact details, please email us, and we will gladly provide you with the correct compliance contact information for that specific firm.
The Financial Ombudsman Service (FOS)
We sincerely hope that we can resolve any issues directly with you. However, if you are not satisfied with our Final Response, or if 8 weeks have passed and we have not provided a final resolution, you may have the right to refer your complaint to the Financial Ombudsman Service (FOS).
The FOS provides a free, independent, and impartial dispute resolution service for consumers in the UK.
- Website: www.financial-ombudsman.org.uk
- Email: complaint.info@financial-ombudsman.org.uk
- Phone: 0800 023 4567
- Address: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Please note: You must refer your complaint to the Financial Ombudsman Service within 6 months of the date on our Final Response Letter.