KUBE PAY
Complaints Policy
Kube Finance Limited
Agent of Wonderful Payments Ltd (trading as Asima)
Version 1.0 | Last updated: March 2025 | Effective date: March 2025
1. Our Commitment to You
Kube Finance Limited (trading as Kube Pay) is committed to providing a high standard of service. We take all complaints seriously and treat them as an opportunity to improve. If something has gone wrong, we want to know so we can put it right as quickly as possible.
As an agent of Wonderful Payments Ltd (trading as Asima), FCA Financial Services Registration Number 964289, we are required to handle complaints in accordance with the FCA’s complaint handling rules (DISP) as set out in the FCA Handbook. Complaints relating to the regulated payment initiation services delivered through the Kube Pay platform are subject to these rules.
This policy applies to both merchant account holders and payers who have used Kube Pay to make a payment.
2. What Is a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, about our services, products, platform, or conduct. This includes but is not limited to:
A payment that was initiated incorrectly, failed, or was not received by the intended recipient
Delays in payment processing or merchant settlement
Errors in transaction records or statements
Concerns about how we have handled your personal data
Dissatisfaction with our customer service or response times
Concerns about our onboarding process or KYB decisions
Any other matter where you feel we have fallen short of the standard you expect
3. How to Make a Complaint
You can submit a complaint by any of the following methods:
By email: complaints@kubepay.co.uk
By post: Complaints, Kube Finance Limited, [Registered Address]
Via our website: kubepay.co.uk/complaints
To help us resolve your complaint as efficiently as possible, please include:
Your full name and contact details
Your merchant account reference or, for payers, the payment reference and amount
The date(s) on which the issue occurred
A clear description of what happened and what you expected to happen
Any relevant supporting documentation (e.g. screenshots, email correspondence, payment confirmations)
What outcome you are seeking
4. How We Will Handle Your Complaint
Our complaint handling process follows the FCA’s DISP rules. The timeline below applies to complaints about regulated payment services. For non-regulated matters, we will aim to follow the same standards as best practice.
| Stage | Timeframe | What Happens |
|---|---|---|
| Acknowledgement | Within 5 business days of receipt | We will acknowledge your complaint in writing and provide you with a reference number and the name of the person handling your case. |
| Investigation | Ongoing | We will investigate your complaint thoroughly, reviewing relevant records, transaction logs, and correspondence. We may contact you for further information. |
| Final Response | Within 15 business days (up to 35 in exceptional circumstances) | We will issue a final written response setting out our findings, our decision, and any remedy offered. If we cannot respond within 15 business days, we will write to explain why and when you can expect a final response. |
All complaints are handled confidentially. The person investigating your complaint will not have been directly involved in the matter complained about.
5. Complaints Involving Asima (Wonderful Payments Ltd)
Because payment initiation services are delivered under the FCA authorisation of Wonderful Payments Ltd (trading as Asima), some complaints may involve matters that fall within Asima’s regulatory responsibility as our principal.
Where we determine that your complaint relates to matters within Asima’s regulatory perimeter, we will:
Notify you promptly that the complaint is being referred to or handled in coordination with Asima
Liaise with Asima on your behalf to ensure your complaint is investigated appropriately
Keep you informed of progress and ensure you receive a final response within the required timeframe
You may also contact Asima (Wonderful Payments Ltd) directly regarding any complaint about regulated services:
Email: compliance@wonderful.co.uk
Address: Wonderful Payments Ltd, 41 Luke Street, London, EC2A 4DP
Tel: 0333 443 3333
6. If You Are Not Satisfied
If you are not satisfied with our final response, or if we have not provided a final response within 15 business days (or 35 business days where applicable), you have the right to refer your complaint to the Financial Ombudsman Service (FOS) free of charge.
Financial Ombudsman Service
Website: financial-ombudsman.org.uk
Phone: 0800 023 4567 (free from a landline) or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
You must normally refer your complaint to the FOS within 6 months of receiving our final response. The FOS is available to eligible complainants, which includes individual consumers, micro-enterprises, small charities, and small trusts. Business complainants that do not meet the eligibility criteria may have alternative legal remedies available to them.
The existence of the FOS does not affect your right to take legal action.
7. Alternative Dispute Resolution (ADR)
In addition to the FOS, disputes relating to online services may be referred to the European Commission’s Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr. However, as a UK-regulated business, the Financial Ombudsman Service is the primary and preferred route for eligible disputes involving our regulated payment services.
8. Complaint Records and Reporting
We maintain a record of all complaints received, our investigation process, and the outcomes. This record is used to identify systemic issues, improve our services, and fulfil our regulatory reporting obligations as an agent of an FCA-authorised Payment Institution.
Complaint records are retained for a minimum of 5 years from the date of the complaint, in line with FCA requirements.
9. Vulnerable Customers
We are committed to treating all customers fairly, including those in vulnerable circumstances. If you are experiencing difficulties such as financial hardship, bereavement, ill health, or other personal circumstances that affect how you engage with us, please let us know when making a complaint and we will ensure our process is appropriately adapted.
We can communicate by alternative means where required and will ensure that our complaints handling process does not create additional barriers for vulnerable individuals.
10. Changes to This Policy
We may update this Complaints Policy from time to time to reflect changes in our services, regulatory requirements, or our relationship with Asima (Wonderful Payments Ltd) as our regulated principal. The current version will always be available at kubepay.co.uk/complaints.
Legal Notice
This Complaints Policy is published in accordance with FCA DISP rules. Kube Finance Limited acts as an agent of Wonderful Payments Ltd (trading as Asima), FCA Financial Services Registration Number 964289. Regulated payment services are delivered under Wonderful Payments Ltd’s FCA authorisation. Nothing in this policy affects your statutory rights.