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How to make a formal complaint
How to make a formal complaint

A guide to making a formal complaint to Bridgement's Complaints team

Mike avatar
Written by Mike
Updated over a week ago

Each and every applicant and customer is important to us at Bridgement and we strongly believe you have the right to a fair and respectful service at all times.

This guide explains how to make a formal complaint, as well as the typical timelines you can expect, and how to escalate a complaint if necessary.

Making a complaint

We welcome complaints from our customers or any other third party who may wish to express dissatisfaction with our service. You can submit a complaint at any time by contacting us at any of the following:

  • Tel: (087) 551-0513

  • Post: 32 Impala Road, Chislehurston, Sandton, Gauteng, 2196, South Africa

When submitting a complaint, please make sure to include all of the following:

  • Your full name,

  • Your preferred contact details, and

  • A summary of your complaint.

We appreciate that some complaints may be time-sensitive and will endeavour to resolve these swiftly.

Complaint timelines

Once a complaint is received, we will endeavour to acknowledge it swiftly and will do our best to resolve it within 5 business days. If resolution of your complaint is expected to take longer, we will inform you of how your complaint is being dealt with and, if possible, what the revised timeline is.

If we are not in a position to resolve a complaint, we will send you a final communication which may include an explanation of why we are not in a position to resolve your complaint. We will do our best to send such final communications within six weeks of receiving your complaint.

Complaint escalation

After receiving a final communication from us, we trust there will not be a need to advance your complaint. If you feel the need to escalate a complaint, you may ask the Bridgement team member that handled your complaint to escalate it to management.ย 

In the event of an escalation, a member of management will review the escalation. They will confirm that it was handled and the appropriate responses were given in accordance with our internal policy. In the event of deviation from our internal policy, the member of management will take the necessary action to resolve your complaint.

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