Concerns, Complaints and Compliments

Last Updated: June, 2026

Cyber Universe Europe Ltd. is committed to delivering managed security services of consistently high quality. We welcome all feedback; including concerns, complaints, and compliments as an essential part of our continuous improvement programme. This section sets out how feedback is handled fairly, transparently, and in a timely manner, in alignment with our obligations under ISO 9001:2015 and our Quality Policy.

1. Definitions

Concern

A concern is an expression of worry or unease about something that may or may not be happening. Concerns can be based on facts or assumptions, and people raise them when they want to draw attention to a potential issue. Concerns are not subject to a formal timeframe but will be acknowledged and addressed promptly.

Complaint

A complaint is a formal or informal expression of dissatisfaction about something that has happened or is happening in the course of our service delivery. Complaints are usually based on specific incidents or experiences that have not met the expectations of the person raising them.

Compliment

A compliment is an expression of appreciation or thanks for the quality of service received. All compliments are recorded centrally, acknowledged, and shared with the relevant team members.

2. Our Responsibilities

The organisation is committed to:

  • Providing an efficient, fair, and structured mechanism for handling all concerns and complaints.
  • Ensuring that all clients can access the complaints process easily, regardless of the nature of their engagement with us.
  • Keeping complainants informed of the progress of their complaint and the expected timescales for resolution.
  • Conducting regular reviews of complaints to identify trends, systemic issues, and opportunities for service improvement.
  • Responding to all complaints with openness, transparency, and a commitment to learning and improvement.

3. Handling a Concern or Complaint

On receipt of any concern or complaint, the following process applies:

  1. Acknowledgement will be provided to the complainant in writing within two business days of receipt.
  2. The complaint will be reviewed by the Chief Operating Officer and assessed for complexity, severity, and whether it involves a potential data protection or security incident.
  3. Where the complaint involves a potential personal data breach, the Information Security Officer will be notified immediately and the incident management procedure under UK GDPR Article 33 will be initiated in parallel.
  4. The relevant team will coordinate the investigation and identify any remedial actions required.
  5. The organisation aims to resolve complaints within 20 business days. Complex complaints may take longer; in such cases, regular written updates will be provided.
  6. A formal written response will be issued setting out the outcome, any actions taken, and any lessons learned.

4. Time Limits

A complaint must normally be made within 12 months of the date on which the matter occurred, or within 6 months of the date on which it came to the complainant's attention. The Chief Operating Officer may investigate a complaint made after this period where there are good reasons why it could not be raised earlier.

5. Confidentiality

All complaint records are held securely in the organisation's central records system and are accessible only to those directly involved in investigating and resolving the complaint. Complaint information will not be disclosed to third parties without the complainant's consent, except where required by law.

6. Being Open

Our approach to all complaints is to provide an open and transparent account of the matter. All formal responses will include:

  • An explanation of how the complaint has been considered.
  • A factual account of the relevant events.
  • An apology where appropriate.
  • A clear statement as to whether the complaint is upheld in full, in part, or not upheld.
  • Any remedial action the organisation considers appropriate.
  • Information about any lessons learned and changes made as a result.

7. Compliments

All compliments are recorded centrally, acknowledged in writing within five business days, and passed on to the relevant staff member or team. We share compliment summaries at our management review as part of our quality performance monitoring.

8. If You Remain Dissatisfied

If you remain dissatisfied with the outcome of your complaint, you may refer the matter to:

  • The Information Commissioner's Office (ICO), where your complaint relates to the handling of your personal data: ico.org.uk | 0303 123 1113.
  • The Financial Ombudsman Service, where your complaint relates to a financial matter within their jurisdiction: financial-ombudsman.org.uk.
  • A qualified legal adviser, where you consider that your rights under contract or applicable law have been infringed.

9. Contact Details

Concerns, complaints, and compliments can be directed to:

  • By email: info@cyberuniverse.uk
  • By post: Cyber Universe Europe Ltd., Landmark House, 12 Chorley New Road, Bolton, Greater Manchester, England, BL1 4AP