Terms and conditions

Requests & Complaints handling

Requests handling procedure

Any request of information or explanation filed with Cube Infrastructure Managers shall be made in writing by letter or email to the following address:

- Cube Infrastructure Managers, 41, avenue de la Liberté, L-1931 Luxembourg, Attn: Mrs. Susanne d’Anterroches, Head of Legal (SdAnterroches@cubeim.com).

Within a maximum period of 10 business days after the receipt of a request, Cube Infrastructure Managers will send to the applicant a written acknowledgement of receipt.

Cube Infrastructure Managers will provide the information or explanation as promptly as possible and in any case, no later than 1 month from the date at which the request was received.

Where an answer cannot be provided within this period, Cube Infrastructure Managers will inform the applicant of the causes of the delay and indicate the date at which the request of information or explanation is likely to be met.

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 to the following address:

- Cube Infrastructure Managers, 41, avenue de la Liberté, L-1931 Luxembourg, Attn: Mr. Henri Piganeau.

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.

Out-of-court complaint resolution procedure with the CSSF

Where the complainant did not receive an answer or a satisfactory answer within the period of 1 month from the date at which the complaint was sent to Cube Infrastructure Managers, the complainant may file his/her request for an out-of-court complaint resolution with the Commission de Surveillance du Secteur Financier (CSSF) within 1 year after the complainant filed his/her complaint with Cube Infrastructure Managers.

Further information on the out-of-court complaint resolution procedure is available on the CSSF website (http://www.cssf.lu/en/consumer/complaints/).

Where Cube IM has undertaken to resort to the out-of-court complaint resolution procedure with the CSSF, Cube Infrastructure Managers will provide the complainant with the website reference relating to the Regulation CSSF No 16-07 or copy of that regulation.