How to complain and how Cube Capital will respond

Cube Capital (FRN:977586) is authorised and regulated by the Financial Conduct Authority (FCA) in the United Kingdom to provide investment intermediation.

Cube Capital are required to have in place effective and transparent procedures for the reasonable and prompt handling of complaints in relation to this service.

This document sets out the complaints handling procedures that Cube Capital will follow in the event that you make a complaint.

Does this policy apply to you?

The services Cube Capital provide are available to persons who are consumers, as well as individuals, businesses and organisations that may not be consumers, and Cube Capital must therefore establish whether you are an ‘eligible complainant’ or not.

The definition of a consumer for regulatory purposes and refers to any natural person acting outside of his trade, business or profession.

It is important to note that cube Capital will treat all complainants equally, however only eligible complainants will be able to refer complaints to the Financial Ombudsman Service (FOS) if you are not satisfied with the way that Cube Capital have handled your complaint.

How can you make a complaint?

You can make a complaint by any reasonable means – for example, letter, fax, email, telephone or in person. It is free of charge to complain.

To make a complaint, please contact:

Name: Robert Craig

Address: The Pump House, Garnier Road, Winchester, SO23 9QG

Email Address: robert@cubecapital.co.uk

Phone Number: 020 3994 5101

What will happen once we have received your complaint?

Your complaint will be reviewed by Robert Craig, the Compliance Officer of Cube Capital, as soon as possible. In the event that he is involved in the subject matter of the complaint, your complaint will be referred to another member of Cube Capital senior management team.

Cube Capital will promptly acknowledge your complaint in writing. In this acknowledgement, Cube Capital will provide the name and title of the person that is handling your complaint. Cube Capital will give this individual the authority necessary to investigate and settle the complaint. Cube Capital will also include a copy of this policy at this time.

Investigating and resolving your complaint

Cube Capital will investigate your complaint competently, diligently and impartially with a view to deciding whether the complaint should be upheld and whether any remedial action and / or redress may be appropriate. Cube Capital will set out our conclusions in a final response to you.

If Cube Capital decide that redress is appropriate, Cube Capital will aim to provide you with fair compensation for any acts or omissions for which Cube Capital are responsible. If you accept our offer, Cube Capital will promptly provide the compensation to you.

Our timetable for responding to you

Once Cube Capital have acknowledged your complaint Cube Capital will keep you informed of our progress. If Cube Capital can quickly resolve your complaint Cube Capital will send you a Summary Resolution Communication which will:

Acknowledge your complaint and confirm that Cube Capital now consider it to be resolved; Explain that you may still be able to refer your complaint to the FOS if you subsequently disagree with our decision, and the timescales you have for doing this; and Provide information about how to contact the FOS.

If Cube Capital are not able to resolve your complaint quickly Cube Capital will, within eight weeks of receiving your complaint, send you either a final response or a written response that explains why Cube Capital are not able to make a final response to you and when Cube Capital expect to provide one.

Our response will also: inform you that, if you remain dissatisfied, you may refer the complaint to the FOS; and enclose a copy of, or an electronic link to, the FOS standard explanatory leaflet.

Financial Ombudsman Service

If you are an eligible complainant, you can refer a complaint to the FOS if you are not satisfied with the outcome of your complaint. Your rights are set out in the FOS’s leaflet “Your Complaint and the Ombudsman” which [Insert firm’s name] will provide to you as part of the Complaints process. Please remember that if you wish to refer a complaint to the FOS, you must do so within six months of the date of our final response.

Closing complaints

Cube Capital will regard your complaint as closed in the following circumstances: once Cube Capital have sent you a final response; where you have told the firm in writing that you accept an earlier response that Cube Capital have sent to you; or if you refer your complaint to the FOS, when the FOS informs the firm that the complaint has been closed.

Questions

If you have any questions about our complaints process, please contact Robert Craig via any of the contact methods listed above.