How to Complain

We always aim to provide a level of service that at a minimum meets your expectations but should exceed them. If something goes wrong, we will work with you to put it right.

Our Customers are key to our success at Closed Bridging Finance Ltd, we are committed to providing outstanding Service. But if something does go wrong, you can call Rory O’Mara – CEO & Founder Directly on 01962 885927 or email [email protected] You can write to us at Closed Bridging Finance Ltd, 8 Hinton Fields, Kings Worthy, Winchester. Hants SO23 7QB

Our Complaints Process is explained Below:

 

Our Commitment

Closed Bridging Finance Ltd commits to:

  • Make it easy for you to complain.
  • Listen to your complaint
  • Acknowledge when we have made a mistake
  • Consider how you would like us to resolve your complaint
  • Make sure you are satisfied with how your compliant was handled
  • Keep you updated
  • Deal with problems consistently each and every time

 

Compliant Process:

Firstly, let us know what has happened. You can call us, email us or write to us. Our contact information is detailed at the bottom of this page.

 

We will need to know:

  • Your name and address.
  • Your agreement number or policy number as appropriate.
  • Details of how we can contact you.
  • A clear description of your complaint and whether any 3rd party is involved.
  • Details of what you would like us to do to resolve your complaint.
  • If appropriate, copies of any relevant supporting documentation.

 

What Happens Next:

We will contact you within 3 working days to let you know we are considering your complaint and clarify any points where necessary. If we can resolve your complaint within 3 working days, we will send you a Summary Resolution Communication. This is a written confirmation, which confirms that you made a complaint and that we now consider the matter resolved.

If you subsequently decide that you are dissatisfied with the resolution of the complaint, you may be able to refer the complaint to the Financial Ombudsman Service, the NACFB or the ICO, dependent upon the circumstances surrounding the case.

We will indicate within the communication whether we consent to waive the relevant time limits as set out in the FCA handbook (Dispute Resolution) if this is applicable.

We will keep you regularly updated about what’s happening and discuss our findings. We will consider all the available evidence, the circumstances, relevant laws or regulation, as well as guidance from the Financial Ombudsman Service where applicable. When we have investigated your complaint, we will write to you to let you know our final response. This detailed letter will tell you what we have found, what we plan to do and how we came to our decision. If it is going to take us more than eight weeks to resolve your complaint, from when you first contacted us, we will update you on our progress and explain why it is still ongoing.

 

Address:

Rory O’Mara
Closed Bridging Finance Ltd
8 Hinton Fields
Kings Worthy, Winchester
SO23 7QB

Contact Number: 01962 885927

Email: [email protected]

 

If you are not satisfied with how we dealt with your complaint or you are not happy with our decision and wish to take it further, you may be able to contact the Financial Ombudsman Service (FOS) regarding your complaint provided that the complaint concerns a regulated activity and you fall within the classification of an “eligible complainant”.

FOS contact details are:

Address: Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR
Consumer helpline: 0800 023 4567 or 0300 123 9123
Switchboard: 0207 964 1000
Fax: 0207 964 1001
Email: [email protected]