Additional information on our complaints procedure

In the unlikely event of you having any reason to feel dissatisfied with any aspect of our service, in the first instance you should email our Customer Service Department at or call +41 (0) 58 810 77 02, as the vast majority of complaints can be dealt with at this level.

If Customer Service is unable to resolve the matter you may refer it as a complaint to our Compliance Department. Please set out the complaint clearly in writing. The Compliance Department will carry out an impartial review of the complaint with a view to understanding what did or did not happen and to assess whether we have acted fairly within our rights and have met our contractual and other obligations. A full written response will be provided within a reasonable period of receiving the complaint.

If the Compliance Department is unable to resolve the matter you may refer the matter to our independent external dispute resolution scheme to the Swiss Banking Ombudsman.

Swiss Banking Ombudsman

Bahnhofplatz 9
P.O. Box 1818
8021 Zurich

+41 (0) 43 266 1414

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