It is our aim to provide a very high standard of service to every customer. If you are unhappy, for any reason, with the service we provide to you we would welcome your feedback and the opportunity to put things right. It is important to us that all complaints are resolved as quickly as possible to the complete satisfaction of our customers, and that we learn from any complaints to further improve the quality of our service.

This guide explains how we will deal with any complaints we receive. It also tells you what you can do if your complaint is not resolved to your satisfaction.

HubSolv Complaints Procedure

If you have a complaint about any aspect of our service then we would like to hear from you. You can contact us by telephone on 0141 404 9399, email on helpdesk@hubsolv.com or by writing to us at HubSolv ltd, 89 West Regent Street, Glasgow, G2 2BA.

To help us to investigate and resolve your concerns as quickly as possible, you should in the first instance discuss the situation with our client services and customer support team by emailing helpdesk@hubsolv.com.

It will help us to deal with your complaint quickly if you can provide the following information:

  • your full name, address and contact telephone number;
  • detailed description of your complaint;
  • details of what you would like us to do to put things right

We will aim to resolve your complaint within three business days of receipt. If this is achieved we will write to you, by email to confirm that your complaint has been resolved and to explain next steps. If we are unable to resolve your complaint within this timescale, we will acknowledge your complaint by email within five working days and provide details of the person who will be dealing with your complaint.

We may ask you for further information to allow us to better understand your concerns. Once we have completed our investigation we will tell you our findings and, if appropriate, how we will put things right.

If we are unable to send a final response to your complaint within four weeks we will write to you or telephone you to explain why we have not yet resolved the complaint and indicate when we will contact you further. If your complaint is particularly complicated, we will keep you informed of the progress of our investigations.

If we are unable to provide a final response within eight weeks, we will confirm this in writing and provide a timescale within which you can expect a final response. If, now, you are dissatisfied with the delay, you may refer your complaint to the Financial Ombudsman Service.

What to do If you are not satisfied with our final response

The Financial Ombudsman Service

If you are not satisfied with our final response, you have the right to complain to the Financial Ombudsman Service, their contact details are below. You must do this within six months of our final response.

When we send you our final response, we will direct you to the Financial Ombudsman Service's explanatory leaflet here:

Financial Ombudsman Service, Exchange Tower, London E14 9SR

www.financial-ombudsman.org.uk

Or by calling:

0800 023 4 567- calls to this number are now free on mobile phones and landlines

Or 0300 123 9 123 - calls are charged at the same rate as 01/02 numbers on mobile tariffs or ++44 20 7964 0500 if you are calling from outside the UK.

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