Complaints Procedure

Complaints Procedure for BridgeFunder London

Last Updated: 18-12-2025

1. Our Commitment
BridgeFunder London is committed to providing a high-quality service. However, if you are not satisfied, we have a formal complaints procedure. This procedure covers complaints about our services and how we handle your personal data.

2. How to Make a Complaint
You can make a complaint by:

• Email: Sending details to contact@bridgfunderlondon.co.uk 

Please provide your name, contact details, a clear description of your complaint, and what you would like us to do to resolve it.

3. What Happens Next?

1. Acknowledgement: We will acknowledge receipt of your complaint within 3 working days.

2. Investigation: Your complaint will be investigated thoroughly and fairly by a member of our team. We may contact you for further information.

3. Response: We aim to provide a full response and proposed resolution to your complaint within 8 weeks of receipt.

4. If You Are Not Satisfied
If you are not satisfied with our final response, or if 8 weeks have passed since you first complained, you may have the right to refer your complaint to the relevant independent body:

• For complaints about our introducer services, you may be able to refer the matter to the Financial Ombudsman Service (FOS) if the lender we introduced you to is FCA-regulated and your complaint relates to that introduction. We will provide details on your eligibility in our final response.

• For complaints specifically about how we have handled your personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO).

  • ICO Address: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF

  • ICO Helpline: 0303 123 1113

  • ICO Website: https://www.ico.org.uk