Complaints policy

You can raise a complaint in whichever way suits you:

• Email — info@bridginloans.com
• WhatsApp or phone — 07726 767 767
• Post — BridgIn Loans, 1 Finsbury Avenue, London EC2M 2PA

It helps if you can tell us your name and contact details, your application reference if you have one, what went wrong, when it happened, and what you would like us to do to put it right.

• We acknowledge it — normally within 3 working days, confirming who is looking into it.
• We investigate — we review what happened, speak to anyone involved and look at the records.
• We respond — we aim to give you a full written answer within 4 weeks. If the matter is complex and we need longer, we will tell you why and keep you updated, and we will send a final response within 8 weeks.

Our response will explain what we found, whether we uphold your complaint, and what we are doing about it.

If you are not satisfied with our final response, please tell us and we will review it again at a more senior level.

Complaints about a regulated activity

Much of the lending we do is unregulated business — for example, loans to limited companies and lending secured on investment property. Unregulated business does not fall within the scope of the Financial Ombudsman Service.

If your complaint relates to a regulated activity and you are an eligible complainant, you may be able to refer it to the Financial Ombudsman Service free of charge. You would normally need to do this within six months of our final response. Their details are at financial-ombudsman.org.uk or 0800 023 4567. If you are unsure which applies to your case, ask us and we will tell you.

Complaints about your personal data

If your complaint is about how we have handled your personal data, you can also contact the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113. See our privacy policy for more on your data rights.

We keep a record of every complaint and what caused it. Where a complaint points to something we can do better, we change it. Records are retained in line with our privacy policy.