Complaints Procedure

1. Our Commitment

At CapBridge (a trading name of Premier Card Machines Ltd, Company No. 14433858), we are committed to providing a high standard of service. However, we recognise that there may be occasions when things do not go as expected. If you are dissatisfied with any aspect of our service, we want to hear from you so that we can put things right.

This Complaints Procedure sets out how you can make a complaint, what you can expect from us, and how to escalate your complaint if you remain dissatisfied.

2. How to Make a Complaint

You may raise a complaint using any of the following methods:

When making a complaint, please include the following information to help us investigate promptly:

• Your full name and business name
• Your contact details (email address and telephone number)
• A clear description of the issue or concern
• Any relevant reference numbers (e.g. application reference)
• Details of how you would like the matter to be resolved
• Any supporting documentation

3. Our Complaints Process

Step 1: Acknowledgement

We will acknowledge your complaint within 3 business days of receiving it. Our acknowledgement will confirm who is handling your complaint and provide a reference number for your records.

Step 2: Investigation

A senior member of our team will thoroughly investigate your complaint. This may involve reviewing relevant records, correspondence, and call recordings. We may contact you during the investigation to seek further information or clarification.

Step 3: Resolution

We aim to resolve all complaints within 8 weeks of the date of receipt. In most cases, we will resolve your complaint significantly sooner. You will receive a written response (our "final response") that includes:

• A summary of our investigation findings
• Our decision and the reasons behind it
• Any remedial action we have taken or propose to take
• Information on how to escalate your complaint if you remain dissatisfied

Step 4: Internal Review

If you are not satisfied with the initial outcome, you may request an internal review. This will be conducted by a director or senior manager who was not involved in the original investigation. The internal review will be completed within 2 weeks of your request, and you will receive a revised final response if the outcome changes.

4. Escalation to the Financial Ombudsman Service

If your complaint relates to a regulated financial product or service and you remain dissatisfied after receiving our final response (or if 8 weeks have passed without a final response), you may be eligible to refer your complaint to the Financial Ombudsman Service (FOS).

Please note that CapBridge acts as a broker and introducer. Complaints about the terms or performance of a funding agreement should be directed to the relevant lending provider, as they are the regulated party responsible for that product. If the lending provider is unable to resolve your complaint, they will provide details of how to escalate to the FOS.

You can contact the Financial Ombudsman Service at:

You must refer your complaint to the FOS within six months of receiving our final response.

5. Data Protection Complaints

If your complaint relates to how we handle your personal data, you also have the right to lodge a complaint with the Information Commissioner's Office (ICO):

• Website: ico.org.uk
• Telephone: 0303 123 1113
• Post: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

For more information about how we process your data, please refer to our Privacy Policy.

6. Learning from Complaints

We treat every complaint as an opportunity to improve. All complaints are logged, reviewed by management, and analysed for trends. Where systemic issues are identified, we take corrective action to prevent recurrence.

7. Contact Us

If you have any questions about this Complaints Procedure, please contact us:

Premier Card Machines Ltd (trading as CapBridge)
Company No. 14433858
Email: info@capbridge.co.uk