Cumberland New York Consumer Complaints Policy

Filing a complaint

Counterparties can file complaints with Cumberland New York (“Cumberland NY”) in one of two ways:

Through their Relationship Manager via

Mailing Address:
Cumberland NY
C/O Relationship Manager Name
540 West Madison
Street, Suite 2500,
Chicago, IL, 60661

Telephone number: +1 312 542 1000

Email: complaints@cumberland.io

Through applicable state and federal regulators. For New York State counterparties

Mailing Address: New York State Department of Financial Services
Attention: Consumer Affairs
One Commerce
Plaza Albany, NY
12257

Telephone number:
800-342-3736
212-480-6400
518-474-6600

Email: consumer@dfs.ny.gov
Website: https://myportal.dfs.ny.gov/web/guest-applications/consumercomplaint?hn=1&forward=new

Complaint review process

All complaints that cannot be quickly resolved through the relationship managers will be escalated to Cumberland’s senior management for review and resolution. Senior management will promptly review and address the complaint, and may consult with Cumberland’s compliance, legal, cash, operations and relationship management teams in connection with this process.

All complaints filed directly with state and federal regulatory authorities will be forwarded directly to Cumberland’s compliance team. The compliance team may consult with Cumberland’s legal, cash, operations and relationship management teams in connection with the review and resolution of the complaint.

All complaints escalated to the compliance team will be promptly reviewed and addressed directly with the counterparty filing the complaint. The compliance team may consult with Cumberland’s legal, cash, operations and relationship management teams in connection with the review and resolution of the complaint.

Policy date: April 2024