COMPLAINTS HANDLING PROCEDURE
For the purpose of the complaints handling procedure of Cube Infrastructure Managers, a complaint means a written statement filed with Cube Infrastructure Managers to recognize a right or to address a harm.
For confidentiality purposes, only complaints received from investors or from persons who have the investor’s express and written authorization will be handled by Cube Infrastructure Managers.
The complaints (including those in relation to any branch of Cube IM abroad, if any) shall be made in writing by letter or email to the following address:
– Cube Infrastructure Managers, 28-32 Place de la Gare, L-1616 Luxembourg, Attn: Mr. Emmanuel Rogy firstname.lastname@example.org.
The complainant shall provide at least the following type of information when submitting a complaint:
– Description of the situation;
– Contact details of the complainant.
Within a maximum period of 10 business days after the receipt of a complaint, Cube Infrastructure Managers will send to the complainant a written acknowledgement of receipt. Unless the answer to the complaint is provided within this period, Cube IM will inform the investor of:
– The name and the contact details of the person handling the complaint.
– An indicative timetable for handling the complaint.
Cube Infrastructure Managers will inform the complainant about the decision made as promptly as possible and in any case, no later than 1 month from the date at which the complaint was received. Cube Infrastructures Managers ensures the prompt and effective analysis and handling of client complaints in order to ensure a thorough and respectful treatment of the complaints.
Where an answer cannot be provided within this period, Cube Infrastructure Managers will inform the complainant of the causes of the delay and indicate the date at which its examination is likely to be achieved.