Complaint Policy

We are committed to providing a high standard of service. If you are dissatisfied with any aspect of our services, you have the right to make a complaint.
We will handle your complaint promptly, fairly, and transparently in accordance with the Dispute Resolution (DISP) rules of the Financial Conduct Authority and the Payment Services Regulations 2017.

How to Make a Complaint
You can submit a complaint using any of the following methods:
Email: complaints@rubexchange.co.uk
Phone: 020 8452 9189
Post:
R U B Exchange
174 Cricklewood Broadway
London
NW2 3EB
United Kingdom
To help us investigate your complaint efficiently, please include your full name, contact details, uour transaction reference number (if your complaint relates to a particular transaction) and as much information as possible about your concern, including any relevant transaction details.

How We Handle Your Complaint
Once we receive your complaint, we will:

• Acknowledge your complaint within 2 business days.
• Investigate your concerns thoroughly and impartially.
• Provide a final response within 15 business days of receiving your complaint.

In exceptional circumstances, where we are unable to provide a full response within 15 business days, we will send you a holding response explaining the reasons for the delay and will provide a final response within 35 business days, as permitted under the Payment Services Regulations 2017.
Our final response will:

• Clearly explain the outcome of our investigation
• Confirm whether your complaint is upheld or rejected
• Outline any corrective action or compensation (if applicable)
• Inform you of your right to refer the matter to the Financial Ombudsman Service

If You Are Not Satisfied
If you are not satisfied with our final response, or if we do not provide a final response within the required timeframe, you may refer your complaint to the Financial Ombudsman Service within six months of the date of our final response.
Financial Ombudsman Service
Exchange Tower
London E14 9SR
United Kingdom
Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567
The Financial Ombudsman Service is an independent body established to resolve disputes between consumers and financial services firms.
This complaints process does not affect your statutory rights.