Complaints procedure
1. Our commitment
At Gulf Bridging, we are committed to providing a professional, transparent and high standard of service to our customers, brokers, introducers and professional partners. We recognise that there may be occasions when our service does not meet expectations. If this happens, we want to know about it so that we can investigate the matter properly, respond fairly and, where appropriate, take steps to put things right. We also use complaints and customer feedback to identify areas where our services and processes can be improved.
2. How to make a complaint
A complaint may be made in writing, by email, by telephone or through the contact facilities made available on our website.
Complaints TeamGulf Bridging Group Ltd
6–9 The Square
Heathrow
Hayes
Uxbridge
UB11 1FW
Email: info@gulfbridging.com
Please provide, where possible, your full name; company name where applicable; contact details; loan, application or case reference; details of your complaint; relevant dates; relevant correspondence or documents; and how you would like us to resolve the matter. Providing this information will help us investigate your complaint efficiently.
3. What happens after we receive your complaint
We will treat complaints seriously and aim to investigate them fairly and impartially. Where applicable, we will acknowledge your complaint promptly. We may contact you if we require additional information or clarification.
Our investigation may include reviewing your application or loan file; correspondence and communications; underwriting and lending records; relevant documentation; information supplied by brokers or professional advisers; and any other information relevant to your complaint.
4. Complaints resolved quickly
Where appropriate, we will try to resolve complaints as quickly as possible. Where a complaint falling within applicable FCA complaint-handling requirements is resolved within three business days following receipt, we may provide a Summary Resolution Communication confirming the outcome and, where applicable, information about any further rights available to you.
5. Our final response
For complaints subject to applicable FCA complaint-handling requirements, we will aim to provide a final response as soon as possible and, where the applicable rules require it, no later than eight weeks after receiving the complaint. Our final response will explain our understanding of your complaint; the investigation undertaken; our findings; whether your complaint has been accepted or rejected, in whole or in part; the reasons for our decision; any remedial action or redress proposed where appropriate; and any further rights available to you. If we are unable to issue a final response within the applicable timeframe, we will explain the reason for the delay and provide the information required under any applicable complaint-handling rules.
6. Financial Ombudsman Service
Depending on the nature of the product or service, your status as a complainant and Gulf Bridging's applicable regulatory position, you may be eligible to refer your complaint to the Financial Ombudsman Service. Where you have the right to refer your complaint to the Financial Ombudsman Service, our final response will explain this and provide the relevant referral information. Eligible complainants will generally need to refer their complaint within six months of the date of our final response, subject to the Financial Ombudsman Service's applicable rules and exceptions. The Financial Ombudsman Service is an independent service for resolving eligible disputes between customers and financial businesses.
7. Unregulated lending
Certain lending activities undertaken by Gulf Bridging may fall outside the scope of FCA regulation and/or the jurisdiction of the Financial Ombudsman Service. The regulatory treatment of property finance can depend on the borrower, the property, the purpose of the borrowing and the particular transaction. Where a complaint relates to an unregulated product or activity, Financial Ombudsman Service referral rights may not apply. We will nevertheless consider complaints concerning our services fairly and in accordance with our internal complaints procedure and any legal obligations applicable to us.
8. Complaints involving brokers or other third parties
Where your complaint concerns the actions of an independent broker, solicitor, valuer or other third party, that organisation may operate its own complaints procedure. Where appropriate, we may explain which organisation should consider the relevant part of your complaint. If a complaint concerns both Gulf Bridging and another organisation, we will consider the aspects for which Gulf Bridging is responsible.
9. No charge for making a complaint
Gulf Bridging will not charge you for making or pursuing a complaint through our internal complaints procedure.
10. Accessibility and additional support
If you require reasonable assistance when making a complaint, please let us know. We will seek to provide appropriate support and communicate with you in a suitable manner where reasonably possible.
11. Recording and monitoring complaints
We may record and retain information concerning complaints for legal, regulatory, risk-management, training and service-improvement purposes. Personal information relating to complaints will be handled in accordance with our Privacy Policy and applicable data protection legislation.
12. Our contact details
Gulf Bridging Group LtdTrading as Gulf Bridging
Registered Office: 6–9 The Square, Heathrow, Hayes, Uxbridge, UB11 1FW
Email: info@gulfbridging.com
Company Number: 17361372
ICO Registration Number: ZC261003
Important: Financial Ombudsman Service eligibility and regulatory protections depend on the circumstances of the particular product, transaction and complainant. Nothing in this Complaints Procedure is intended to provide Financial Ombudsman Service rights where those rights do not otherwise apply.
Website publication version · 30 September 2026