Complaints Procedure

Publish date: 1 June 2017

Kue strives for a fair, transparent and consumer friendly service. Our processes comply with the Alternative Dispute Resolution Directive. If you have any complaints regarding our service to you and would like to register a complaint, please follow the below procedure.

 

To make a complaint please contact us at:

Email: complaints@getkue.com

Telephone: 020 3290 0068

Post:
71-75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom

 

What we will do

We will acknowledge and record your complaint and try to resolve it by the end of the next working day. Some complaints may however take longer to resolve and we will then write to you to:

  • let you know we’re investigating your complaint and when you may expect to hear from us
  • give you a complaint ticket number and a contact number should you need to contact us

 

Our Final Response

Although regulations allow us 8 weeks to resolve customer complaints, we’re committed to resolving them as soon as possible. We’ll keep you informed of our progress throughout. Once we’ve thoroughly looked into your complaint, we’ll send you our Final Response. This will tell you what we found out, our decision and if applicable, what we plan to do.

 

Independent review

If you are unhappy with our decision and wish to take it further, you may ask the Financial Ombudsman Service (FOS) to review your complaint. This is a free, independent service for resolving disputes.

You may refer your complaint to the FOS at any time, but they will need our agreement to investigate complaints where:
we haven’t had the opportunity to put things right
we have not exceeded the 56‐day timescale and have not yet issued our Final Response letter.

If you decide to refer your complaint to the FOS after we have issued our Final Response, you should do so within 6 months of the date on our Final response letter.

Email: complaint.info@financial‐ombudsman.org.uk

Website: www.financial‐ombudsman.org.uk

Telephone: 0800 023 4567

Post:
Financial Ombudsman Service
Exchange Tower
London, E14 9SR
www.financial‐ombudsman.org.uk