We are committed to providing a service of the very highest standard. Whilst We use all reasonable endeavors to ensure that You are satisfied with the Goods and Your dealings with Us or any of Our staff, However, we appreciate that sometimes things can go wrong.
If they do, we want you to tell us so that we can put things right as soon as possible. All feedback, whether positive or negative, is used to help improve our on-going service to our customers. All complaints are taken seriously and we will deal with your enquiry as quickly as possible.
In the first instance please contact the Complaints Team via phone on 03332 209 483 or email info@cubeser.com alternatively write to us at
CUBESER Limited 13 Southgate Parade, Crawley, England RH10 6ER.
Our policy is to provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint make sure all complaints are investigated fairly and in a timely manner make sure that complaints are wherever possible resolved and that relationships are repaired and to gather information which helps us to improve what we do on a daily basis.
How to complain
We have set out a simple process to raise a complaint with us:
1. Logging a complaint
You can raise a complaint to us in any of the following ways:
Call us
Calling us is usually the fastest way to resolve your complaint and our team is here to help.
You can call us Monday – Friday from 09:00am – 5:00pm on 03332 209 483.
Write to us via email or post If you’d prefer to write to us, please ensure you include all relevant information that led to the complaint. We’ll let you know when we’ve received your email and have begun to investigate.
Please address your email to: info@cubeser.com
2. We will acknowledge your complaint
Ticket
However you choose to contact us, we’ll aim to resolve your complaint straight away. If that’s not possible, you’ll receive an acknowledgement email from us within 24 hours of receipt of your complaint.
Our aim is always to resolve your complaint as quickly as possible, however it may take some time to investigate the matter thoroughly to ensure the best possible resolution for you.
3. We will fully investigate your complaint
Your complaint will be fully investigated by one of our experienced complaints advisors. They will assess the details of your complaint thoroughly, fairly and impartially in order to reach a resolution. To help with their investigations, they may need to contact you to request any additional information.
Some complaints are more complex and require more time to resolve - where we haven’t resolved the issue within 14 working days of acknowledgement of your complaint, we will write to you via email to confirm our latest position.
For issues that will take longer than 14 working days to resolve, we will aim to provide a final response letter to you within 28 working days from the date we received your initial complaint.
4. We will notify you of the outcome
Once we have completed our investigation, we will confirm our outcome to you. We will always endeavour to inform you of our decision over the telephone, where possible.
Additionally, we will confirm our decision in writing to you in a final response letter. This will detail the outcome of our investigation and what we’ll do to put things right.
If you’re not happy with the outcome provided in the final response letter or the complaint has not been resolved within eight weeks from the date of receipt, you may have the right to refer your complaint to an Alternative Dispute Resolution (ADR).
The Financial Conduct Authority (FCA) regulate businesses that deal with contracts of insurance.
Our service comes under service agreements and not insurance policies and therefore complaints are not investigated by the Financial Ombudsman Service.
