Complaints Handling Policy

Complaints Handling Policy

Last updated: 1 May 2026

We are committed to delivering high-quality customer service and continuously improving how we handle complaints. All concerns raised by our customers are treated seriously, reviewed carefully, and handled in a fair, objective, and transparent manner. Each complaint is recorded promptly along with any actions taken.

If you wish to raise a complaint, please follow the process outlined below. We will make every effort to resolve your issue as quickly as possible.

a. How to Submit a Complaint

A complaint means a statement of dissatisfaction addressed to Cube Exchange Malta by one of its clients relating to the provision of one or more crypto-asset services.

Complaints regarding the provision of a service offered by us should be sent via email to: complaints@cube.xyz addressed to the complaints department. Alternatively, cusotomers may submit complaints in hard copy by mail to the registered office of the Company, through chat, telephone, or through a third party such as a legal representative. In order to help us understand and deal with your issue as quickly as possible, please ensure that the complaint contains:

• Your full name, address, and contact details
• A clear description of the issue
• Relevant dates and facts
• Any supporting documents or evidence

We accept complaints in any format and do not require a specific structure. Every complaint received will be formally recorded and acknowledged.

You will receive confirmation of receipt and admissibility of your complaint within two (2) working days.

All communication will be conducted in writing (electronically) and in the language used to submit your complaint, provided it is supported within the European Economic Area. If you prefer paper-based communication, please contact us at complaints@cube.xyzfor further guidance.

b. Complaint Review Process

Once your complaint is received, we will begin an investigation promptly.

Our goal is to provide a final response as soon as possible and no later than twenty (20) working days from the date of submission.

If additional time is required, we will:

• Inform you of the reason for the delay
• Provide an estimated timeframe for completion

Please monitor the email address used to submit your complaint, as we may request further information to assist with our investigation.

c. Escalation Procedure

If you are not satisfied with our response, you may escalate your complaint to the relevant authority:

Office of the Arbiter for Financial Services (OAFS)
N/S in Regional Road
Msida MSD 1920
Malta

• Website: http://www.financialarbiter.org.mt
• Toll-free: 80072366
• Telephone: +356 21249245
• Mobile: +356 79219961

Further details regarding the process and any applicable fees are available on the OAFS website http://www.financialarbiter.org.mt. Please note that additional costs may arise if you engage legal representatives or mediators.

d. Confidentiality and Data Protection

All complaints are treated confidentially and stored securely.

• Emails sent to complaints@cube.xyz com are deleted after 60 working days
• Complaint records, supporting documents, and correspondence are retained for 10 years in accordance with legal and regulatory requirements

For more information on how your personal data is handled, please refer to our Privacy Notice.

Further Assistance

If you have any questions or need additional support, you can contact us via: