Complaints Policy

Complaints Policy

Last updated: 2 October 2026

Sterling Bridge Finance is committed to providing a professional and fair service. If you are dissatisfied with any aspect of our service, we want to hear from you so that we can investigate your concerns and, where appropriate, put matters right.

1. How to Make a Complaint

You can make a complaint by contacting us at:

Sterling Bridge Finance
Gem Master Group Ltd trading as Sterling Bridge Finance
Email: contact@sterlingbridgefinance.com
Website: sterlingbridgefinance.com

Please provide as much information as reasonably possible, including:

  • your full name and contact details;

  • details of your enquiry or application;

  • what you believe went wrong;

  • relevant dates and correspondence;

  • the outcome you would like us to consider; and

  • any other information that may help us investigate your complaint.

You do not need to use any particular wording or format to make a complaint.

2. What Happens After We Receive Your Complaint

We will aim to acknowledge your complaint promptly.

We will review the circumstances fairly and objectively and may contact you if we require further information.

Where applicable, we will keep you reasonably informed about the progress of our investigation.

If a complaint can be resolved promptly, we may provide an appropriate response or summary resolution communication.

For complaints subject to the applicable FCA complaint-handling rules, we will provide our final response within the required regulatory timeframe. For most such complaints, this is no later than eight weeks after receiving the complaint.

Our final response will explain the outcome of our investigation and, where applicable, any proposed remedial action.

3. Complaints Involving a Third-Party Provider

Sterling Bridge Finance may act as an introducer or intermediary and may refer customers to third-party lenders, brokers, insurers, finance providers or other partners.

If your complaint relates primarily to the conduct, decision, product or service of a third-party provider, we may need to refer the complaint, or the relevant part of it, to that organisation.

Where appropriate, we will tell you that we have done so and provide available information about the organisation responsible for handling that part of the complaint.

We will remain responsible for investigating complaints concerning Sterling Bridge Finance's own actions or service where those matters fall within our responsibility.

4. Financial Ombudsman Service

Depending on the nature of the complaint, the activity involved and your eligibility, you may have the right to refer your complaint to the Financial Ombudsman Service.

Where the Financial Ombudsman Service has jurisdiction and you are eligible to use the service, our final response will provide information about your referral rights.

Generally, an eligible complainant has six months from the date of a valid final response to refer the complaint to the Financial Ombudsman Service, subject to its rules and any applicable exceptions.

The Financial Ombudsman Service is an independent service for resolving eligible disputes between customers and financial businesses.

Further information is available from the Financial Ombudsman Service.

5. Our Commitment

We take complaints seriously and use them to identify where our service, processes or communications can be improved.

Making a complaint will not affect how we treat you or prevent you from making future enquiries with Sterling Bridge Finance.

We will handle personal information provided during the complaints process in accordance with our Privacy Policy and applicable data-protection requirements.

6. Contact Us

If you have any questions about this Complaints Policy or wish to make a complaint, please contact:

Sterling Bridge Finance
Gem Master Group Ltd trading as Sterling Bridge Finance
Email: contact@sterlingbridgefinance.com
Website: sterlingbridgefinance.com