Complaints, Cancellations & Refunds

1. The Initial Application is free

Submitting an Initial Application or receiving an indicative estimate does not create a Student Service Agreement, payment obligation, approval or guarantee. There is therefore no application fee to cancel or refund at that stage.

If Bridge invites you to a later paid or contractual stage, the relevant agreement, accurate price, cancellation information and any request to begin work early must be shown before you are charged.

2. How to make a complaint

Email info@bridgeguarantor.co.uk with the subject line Complaint. Please include:

• your name and the email used for the application;
• the application, property, claim or Certificate reference if available;
• a clear description of what happened and when;
• the outcome you would like Bridge to consider;
• copies of relevant correspondence—but do not email sensitive identity or bank documents unless requested through an appropriate method.

Bridge will record the complaint, identify the responsible person, review the relevant evidence and keep you informed if further information is needed.

3. What happens after a complaint

An internal review does not guarantee a different outcome. Bridge will explain the decision category and relevant reasons as far as possible without compromising fraud-prevention or third-party confidentiality.

Nothing on this page removes any statutory right or any external complaint route that applies. If a specific ombudsman, regulator or alternative-dispute route applies to a later product, Bridge will identify it in the relevant final documents.

4. Cancelling a later online service

For many consumer service contracts entered into online, the starting point is a 14-day cancellation period beginning after the contract is made, subject to the applicable law and any exception.

• If you ask Bridge to begin a service during that period, Bridge must obtain the required express request and provide the relevant cancellation information.
• If you cancel after requested work has begun but before it is fully performed, you may be charged a reasonable amount proportionate to the service actually supplied, where the legal requirements have been met.
• If a service is fully performed during the cancellation period after the required request and acknowledgement, the cancellation right for that completed service may end.
• An expedited-review option, if offered, purchases priority work only. It never purchases approval.

How to cancel

Email info@bridgeguarantor.co.uk with the subject line Cancellation Request. State your name, reference, the service you want to cancel and the date of the request.

5. Refund principles

• No fee is taken for the Initial Application or manual initial screening.
• Any refund entitlement depends on the relevant contract, the timing of cancellation, work already supplied and applicable consumer law.
• Bridge will not use a blanket “no refund in any circumstances” rule where that would conflict with legal rights.
• Approved refunds are normally returned to the original payment source after payer and security checks.
• A third-party payment will not be redirected to an unrelated account merely on an informal instruction.

If Bridge stops a paid service before completing the contracted work, the applicable agreement and law will determine any refund after deducting only amounts that may lawfully be retained.

6. Contact details

Privacy complaints may also be raised with the Information Commissioner’s Office.