Cube endeavours to provide the highest possible standards of service to all clients at all times; consequently, it is always disappointing when a client has cause to complain. We welcome the opportunity to resolve any complaint in a prompt and fair manner.
Should you feel the need to make a complaint please contact us either by email (firstname.lastname@example.org) or in writing:
We make complaints our highest priority and find that most issues can be resolved within a few days. There may be times – if the investigation is complex and / or further enquiries have to be made – that the process takes longer. In these circumstances, we shall keep you informed of any progress.
Investigating Your Complaint
Under most circumstances Louise Parker, our Business Manager will be handling your complaint and will communicate with you directly. In some circumstances a complaint may need to be referred to Charles Jonscher, our Chairman.
Cube will send you a written acknowledgement within two working days following the receipt of your complaint; if at all possible we will provide a resolution at this time. If we require more information to resolve the matter we will make a request in writing. When our investigations are complete we will send you a Final Response Letter that explains the results of our investigation and what action we propose to take.
We shall endeavour to always keep you informed of the progress made in investigating your complaint. If we have not been able to issue a Final Response Letter within eight weeks of receiving your complaint we will provide a written explanation as to why the issue remains unresolved and will tell you when we expect to be in a position to resolve your complaint.
Financial Ombudsman Service (FOS)
Cube is covered by the Financial Ombudsman Service (FOS). You may refer your complaint to the FOS if you are still unhappy after receiving the Final Response Letter or if you have not received the Final Response Letter within eight weeks of us receiving your complaint. We will provide a FOS leaflet to you any time upon request. We will include a leaflet with our Final Response Letter or send you one if we are unable to resolve matters by the end of the eight week following receipt of your complaint.
If you would like the Financial Ombudsman Service to look into your complaint, you must contact them at the following address within six months of the date of any final response issued:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Alternatively you can phone 0845 080 1800. Further helpful information can be obtained from visiting the Financial Ombudsman website at www.financial-ombudsman.org.uk