Contact us - Member area

If you’ve heard about our service through information you’ve received from your pension scheme, then you’ll find bespoke contact details within that pack.

If you’re struggling to locate that information, or you want to contact us directly then please feel free to get in touch with our helpdesk.

020 8189 6000

We’re available Monday to Friday, 9am to 5pm.

enquiries@hubpc.co.uk

HUB Pension Consulting
5th Floor, The Ewart
3 Bedford Square
Belfast
BT2 7EP

Our complaints process

We aim for the highest standards of quality in the way we provide financial products and services. That’s why we want you to know exactly what you’re buying – and what you can expect from us.

We also understand that sometimes things don’t go as planned. If things do go wrong, we’re keen to quickly put them right. That’s why we value your feedback and treat all complaints seriously. Your comments, good or bad, are very important to us. They help us improve our service – and identify areas that could benefit from further development.

Our complaints procedure is designed to be fair and thorough. That’s why it can take some time to review your complaint as we need to work out what’s happened and fully address your concerns.

Whether your comments are about our customer service or any other aspect of your experience with us - we want to hear them. And we’re 100% committed to giving you the best service, every time – regardless of how you do business with us.

What you should do if you're unhappy +

The first thing to do is tell us what’s gone wrong. You can share your concerns with our staff either in person; or by phone, email or letter:

Telephone: 01737 827 227
Lines are open 9am to 5pm, Monday to Friday

Email: complaints@hubpc.co.uk
Write to: The Complaints Team, HUB Pension Consulting, Enterprise House, Bancroft Road, Reigate, Surrey, RH2 7RP

Information we need +

To help us investigate and resolve your concerns as quickly as possible, please give us (where applicable):

your full name and address;
a daytime phone number (where we can contact you in case of a query);
a clear description of your concerns;
your policy number or reference; and
copies of any relevant documents, letters, or policies.

How we respond +

Our first step is understanding what the issues are. After that, we’ll work out what we can do to put things right. If we can do this within three working days, we will. And we’ll send you a letter summarising your concerns (a Summary Resolution Communication) and the actions we’ve taken.

What can you expect from us +

If we can’t resolve things within three working days, we’ll send you a letter by the fifth working day to acknowledge your complaint. It’ll also give you details of the person who’s handling your investigation – and how to contact them. We aim to resolve your complaint within four weeks of receiving it. If this is possible, we’ll send you a final response letter. If not, we’ll write to you with an explanation of what’s happening and when you should expect a formal reply. If we still haven’t resolved your complaint within eight weeks, we’ll let you know why and we’ll also let you know when we expect to be able to respond.

If you're still not satisfied +

If you’re not happy with the way in which your complaint has been handled or you’re unhappy with the outcome you can refer it to the Financial Ombudsman Service within the following timescales:

If you have not received a final response from us and it has been eight weeks since we received your complaint.
Within six months of being sent your final response letter or your Summary Resolution Communication.

This service was set up by law to provide consumers with a free, independent service for resolving disputes with financial firms.

The Financial Ombudsman Service can be contacted at:

Write to: Financial Ombudsman Service, Exchange Tower, London E14 9SR
Call: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Visit: financial-ombudsman.org.uk

Making a complaint to the Financial Ombudsman Service won’t affect your legal rights.