Submit a Complaint
Your satisfaction matters and we're committed to giving you great service. In order to do this, we need you to let us know when we get things wrong. We want to help you resolve your complaint as quickly as possible.
We treat any expression of dissatisfaction with our services or products as a complaint and will aim to respond. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve Bridge products and services.
Ways to submit a complaint
Email: complaints@bridge.xyz
In order to resolve your complaint, it is important that you give us as many details as possible.
Therefore, when submitting your complaint, please provide us with at least the following information:
- Your name and surname
- The email address associated with your account
- The platform on which you are using Bridge’s service, if applicable
- The context of your complaint, i.e., what happened, when the incident or problem occurred, and any solution attempts
- Any documentation that could support your complaint
What to expect
We aim to respond to your complaint as quickly as possible and in accordance with any requirements under law. If we are unable to resolve your complaint instantly, we will send an acknowledgement of your complaint within five (5) business days of receiving it.
We will have a qualified representative to complete a fair and thorough investigation. In most cases, we will provide a written Final Response to your complaint within fifteen (15) business days of receiving it, depending on its complexity.
In exceptional circumstances we may need more time to complete our investigation. If this happens, we will let you know. In most cases, our written Final Response will not exceed:
- Thirty-five (35) business days from the date we received your written complaint if you are a Bridge Building Inc or Bridge Building Limited customer
- Thirty (30) calendar days from the date we received your written complaint if you are a Bridge Building Sp. z o.o. or Bridge Building S.A. (“BBSA”) customer
If you remain dissatisfied
If you are dissatisfied with our Final Response to your complaint, laws may provide you with the right to refer your complaint to a complaint agency or regulator.
If you are a customer of Bridge Building Sp. z o.o. and you are dissatisfied with our Final Response to your complaint or you have not obtained an answer, you have the right to escalate your complaint to the following entities:
- Financial Ombudsman (Rzecznik Finansowy)
Al. Jerozolimskie 87
02-001 Warszawa - Polish Financial Supervision Authority (KNF) via knf@knf.gov.pl or through ePUA
If you are Bridge Building S.A. customer and you are dissatisfied with our Final Response to your complaint or you have not obtained an answer, you have the right to escalate your complaint to the Commission de Surveillance du Secteur Financier (“CSSF”) who is the authority competent to settle disputes relating to the execution of BBSA Terms of Reference on an extrajudicial basis.
Please note that your claim to the CSSF is only admissible if filed within one (1) year after the complaint was filed with BBSA.
Here you can find all relevant information related to CSSF’s out-of-court complaints resolution process.
The complaint can be filed either by:
- Filling in the online complaint form where all relevant documents can be attached; or
- Sending the completed complaint form (PDF) via:
- Physical mail (simple mailing, no registered letter required) to the following address:
Commission de Surveillance du Secteur Financier
Département Juridique CC
283, route d’Arlon
L-2991 Luxembourg - Email to the following address: reclamation@cssf.lu
- Physical mail (simple mailing, no registered letter required) to the following address:
