Complaints Policy
1. Our Commitment to You
At Bridgeway Capital, we aim to provide the highest standards of service. If you are dissatisfied with any aspect of our service, we take your concerns seriously. This Complaints Policy outlines how you can raise a complaint, how we handle it, and what to expect.
2. How to Make a Complaint
You can raise a complaint with us through the following channels:
- By Email: complaints@bridgewaycapital.co.uk
- By Post: Bridgeway Capital, [Insert Registered Office Address]
- By Phone: [Insert Contact Number] (Monday–Friday, 9am–5pm)
Please include:
- Your full name and contact details
- Details of your complaint
- Any relevant documents or references
- What outcome you are seeking
3. What Happens Next
- Acknowledgement: We will acknowledge your complaint within 3 business days of receipt.
- Investigation: A member of our management team will investigate the issue thoroughly and impartially.
- Response: We aim to provide a final response within 8 weeks. If we are unable to do so, we will inform you of the delay and explain the reasons.
4. Our Final Response
Our final written response will:
- Detail the findings of our investigation
- Offer a resolution where appropriate
- Include information about your rights to escalate the complaint
5. If You Are Not Satisfied
If you are not satisfied with our response, and your complaint relates to a regulated lender we have introduced you to, you may be able to escalate your complaint to the Financial Ombudsman Service (FOS).
Contact details for the Financial Ombudsman Service:
- Website: www.financial-ombudsman.org.uk
- Phone: 0800 023 4567
- Email: complaint.info@financial-ombudsman.org.uk
- Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
You must refer your complaint to the FOS within six months of receiving our final response.
6. Continuous Improvement
We review all complaints regularly to help improve our services and prevent similar issues from arising in the future.