Complaints Procedure

DebtBridge Solutions

At DebtBridge Solutions, we welcome feedback and treat all complaints seriously, fairly, and professionally. Any expression of dissatisfaction — whether made verbally or in writing — will be handled promptly and in accordance with our internal complaints handling procedures.

1. Acknowledgement

Once your complaint has been received, we will issue a written or electronic acknowledgement within 5 working days. This acknowledgement will include the name and role of the individual responsible for managing your complaint, together with confirmation that your concerns are being reviewed.

Your complaint will be investigated by a member of staff with the appropriate authority to resolve the matter. Wherever possible, the individual handling your complaint will not have been directly involved in the matter being investigated.

2. Our Response

Within 8 weeks of receiving your complaint, we will provide one of the following:

• A Final Response — A written decision addressing the issues raised in your complaint. Where appropriate, we will explain any corrective action or resolution offered.
• An Update Letter — If a final response cannot yet be provided, we will explain:
  • Why a final decision is not yet available;
  • The reason for any delay;
  • When you can expect a final response;
  • Your right to escalate the complaint to the Legal Ombudsman if you remain dissatisfied.

Further Review

If you believe your concerns have not been fully addressed, you may contact your complaint handler directly and clarify which aspects remain unresolved. The handler will review only matters that were not previously addressed in the final response.

If we do not receive further communication within 14 days of issuing our final response, we will consider the matter resolved.

Escalation to the Legal Ombudsman

If you remain dissatisfied with our final decision — or if we have not provided a final response within 8 weeks — you may refer your complaint to the Legal Ombudsman within 6 months of the date of our final response.

The Ombudsman will usually require that our internal complaints process has been completed before reviewing your case.

Contacting the Legal Ombudsman

By Post

Legal Ombudsman
PO Box 6804
Wolverhampton
WV1 9WG

Please avoid sending original documents, as the Ombudsman scans records and securely destroys originals after processing.

By Email

You can complete the complaints form available on their website and submit it via their official contact channels.

Contact DebtBridge Solutions

If you wish to submit a complaint directly to us, please contact:

Email: info@debtbridgesolutions.co.uk

Last Updated: February 2026

Complaints Procedure

DebtBridge Solutions

At DebtBridge Solutions, we welcome feedback and treat all complaints seriously, fairly, and professionally. Any expression of dissatisfaction — whether made verbally or in writing — will be handled promptly and in accordance with our internal complaints handling procedures.

1. Acknowledgement

Once your complaint has been received, we will issue a written or electronic acknowledgement within 5 working days. This acknowledgement will include the name and role of the individual responsible for managing your complaint, together with confirmation that your concerns are being reviewed.

Your complaint will be investigated by a member of staff with the appropriate authority to resolve the matter. Wherever possible, the individual handling your complaint will not have been directly involved in the matter being investigated.

2. Our Response

Within 8 weeks of receiving your complaint, we will provide one of the following:

• A Final Response — A written decision addressing the issues raised in your complaint. Where appropriate, we will explain any corrective action or resolution offered.
• An Update Letter — If a final response cannot yet be provided, we will explain:
  • Why a final decision is not yet available;
  • The reason for any delay;
  • When you can expect a final response;
  • Your right to escalate the complaint to the Legal Ombudsman if you remain dissatisfied.

Further Review

If you believe your concerns have not been fully addressed, you may contact your complaint handler directly and clarify which aspects remain unresolved. The handler will review only matters that were not previously addressed in the final response.

If we do not receive further communication within 14 days of issuing our final response, we will consider the matter resolved.

Escalation to the Legal Ombudsman

If you remain dissatisfied with our final decision — or if we have not provided a final response within 8 weeks — you may refer your complaint to the Legal Ombudsman within 6 months of the date of our final response.

The Ombudsman will usually require that our internal complaints process has been completed before reviewing your case.

Contacting the Legal Ombudsman

By Post

Legal Ombudsman
PO Box 6804
Wolverhampton
WV1 9WG

Please avoid sending original documents, as the Ombudsman scans records and securely destroys originals after processing.

By Email

You can complete the complaints form available on their website and submit it via their official contact channels.

Contact DebtBridge Solutions

If you wish to submit a complaint directly to us, please contact:

Email: info@debtbridgesolutions.co.uk

Last Updated: February 2026