Complaints

Last updated: 27 May 2026

We would rather hear from you than not. If something has gone wrong, or if you are unhappy with anything about your experience of The Plan Hub, please tell us so we can put it right.

1. How to make a complaint

The simplest way is to email us at info@theplanhub.co.uk. Put "Complaint" in the subject line so we route it correctly. You do not need to use any particular form of words.

2. What to include

To help us look into the matter properly, please tell us:

your name and a contact email or phone number;
what happened, in your own words;
when it happened, as best you can recall;
who you have been dealing with at The Plan Hub, if you remember;
what you would like us to do to put things right.

3. How we will respond

We will acknowledge your complaint promptly. We will then look into it and write to you with our findings, and where appropriate what we propose to do, as soon as we reasonably can. If the matter is genuinely complex and we need longer, we will tell you why and give you a clear date.

4. If you remain unhappy

If our response does not resolve the matter, please say so and we will escalate it for a fresh review by a senior person not previously involved. If after that you are still unhappy, you may have the right to refer the matter to an external scheme.

Nothing on this page affects your statutory rights.