Please see our complaints process below:
Complaint Handling Policy and Procedures
Although receiving complaints is always disappointing, Bridging Link recognises that they provide valuable MI, helping it to improve its processes and to ensure it treats its customers fairly. This Policy assists Bridging Link in handling complaints positively, in a timely manner and in a way that benefits both its business and its customers.
2. FCA Rules
The handling of complaints is governed by the FCA Dispute Resolution Rulebook (DISP). The detailed procedures of Bridging Link for compliance with this Rulebook are as shown below.
3. What is a complaint?
A complaint is any expression of dissatisfaction, regardless of how it is expressed and whether justified or not, that alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience.
Rather than attempt to ascertain whether material distress or inconvenience is being alleged (as opposed to non-material distress or inconvenience), Bridging Link treats all complaints received in accordance with the procedures contained in this Policy.
4. Complaint handling procedure
Bridging Link will attempt to settle the complaint as quickly and fairly as possible. If it manages to resolve the complaint to the customer's satisfaction within three business days, then Bridging Link will send a written (via email or letter) communication to the customer confirming that the complaint has been resolved, that the customer may go to the Ombudsman (whose contact details will be provided in the confirmation) if still not satisfied, and will state whether Bridging Link has chosen to waive any relevant time limits (see 'time-barred complaints' below).
If it is unable to settle the complaint within three working days, then an acknowledgement will be sent to the customer, together with a copy of the Bridging Link complaints procedures leaflet. This will be sent promptly, but in any event within 5 working days of receipt of the complaint.
A Director will take responsibility for investigating the complaint and will do so using all the information at his disposal, ensuring the investigation is competent, diligent and impartial.
If the Director believes the complaint is justified, bearing in mind all the information he has available (which may include other, similar, complaints), he will uphold the complaint, offering appropriate redress where suitable. If an offer of redress is made, a form will be included for the customer to sign and return to accept the offer.
If the Director believes the complaint is not justified, he will reject the complaint.
In either case, he will send a final response letter, detailing the outcome of his investigation and his proposals for settling it (if upheld), plus the contact details of the Financial Ombudsman Service to whom the customer may refer their complaint if they are not satisfied with the response. The final response will include a copy of the Financial Ombudsman Service explanatory leaflet and will inform the customer that they have six months to go to the Ombudsman with their complaint, should they wish to do so.