We always aim to give you a good service. If something has gone wrong, we want to know so we can put it right and learn from it. This page explains how to complain and what will happen next.
You can contact us in whichever way is easiest for you:
To help us look into things quickly, please tell us your name and contact details, what happened, and how you would like us to put it right.
We will acknowledge your complaint promptly and look into it fairly. We try to resolve complaints as quickly as we can. In line with Financial Conduct Authority rules, we will send you our final response within eight weeks of receiving your complaint. If we are not able to give you a final response within that time, we will write to explain why and let you know when you can expect one.
If we cannot resolve your complaint to your satisfaction, or eight weeks have passed since you first raised it, you may be able to refer it to the Financial Ombudsman Service. The Ombudsman is a free, independent service for settling disputes between financial businesses and their customers.
You normally need to refer your complaint to the Ombudsman within six months of the date of our final response. We will include details of this in our final response letter.
Referring a complaint to the Financial Ombudsman Service will not affect your legal rights.
Bridge Scout is a trading style of Ngage Finance Ltd, authorised and regulated by the Financial Conduct Authority (FRN 948419). Registered in England & Wales, company no. 13306342.