KUBE PAY
Complaints Policy
Kube Finance Limited
Regulated payment services via Yapily Connect Ltd
Version 1.0 | Last updated: July 2026 | Effective date: July 2026
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 Yapily Connect Ltd, FCA Financial Services Registration Number 827001, 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 Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, England
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 Yapily Connect Ltd
Because payment initiation services are delivered under the FCA authorisation of Yapily Connect Ltd, some complaints may involve matters that fall within Yapily Connect Ltd’s regulatory responsibility as our regulated payment provider.
Where we determine that your complaint relates to matters within Yapily Connect Ltd’s regulatory perimeter, we will:
Notify you promptly that the complaint is being referred to or handled in coordination with Yapily Connect Ltd
Liaise with Yapily Connect Ltd 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 Yapily Connect Ltd directly regarding any complaint about regulated services:
Email: info@yapily.com
Address: Yapily Connect Ltd, 86-90 Paul Street, London, EC2A 4NE
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
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 Yapily Connect Ltd as our regulated payment provider. 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 Yapily Connect Ltd, FCA Financial Services Registration Number 827001. Regulated payment services are delivered under Yapily Connect Ltd’s FCA authorisation. Nothing in this policy affects your statutory rights.