Complaints Policy
Last updated: January 2026
Swiss Trade Funding is committed to providing a professional, transparent, and fair experience to all users of its services. We recognize that concerns or dissatisfaction may occasionally arise.
This Complaints Policy explains what constitutes a complaint, how to submit one, and how we handle complaints in a structured and impartial manner.
1. Definition of a Complaint
A complaint is any formal expression of dissatisfaction regarding Swiss Trade Funding's services, systems, policies, staff conduct, or account-related decisions that requires a written response.
Complaints may relate to, but are not limited to:
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Service quality or platform functionality
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Billing, fees, or payment processing
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Technical issues not resolved through standard support
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Application or enforcement of program rules
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Communication or response delays
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Account access, suspension, or closure
General inquiries or support requests are not considered complaints and should be directed to standard support channels.
2. How to Submit a Complaint
Step 1 — Informal Resolution (Recommended)
Before submitting a formal complaint, users are encouraged to contact our support team, as many issues can be resolved quickly through direct communication.
Support Contact:
Live chat (available after login)
Step 2 — Formal Complaint Submission
If the issue remains unresolved, a formal complaint may be submitted by email.
Email:
Subject line:
Formal Complaint – [Your Full Name]
Please include the following information to allow proper review:
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Full name and registered account email
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Account ID (if available)
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Clear description of the issue
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Date(s) of occurrence
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Steps already taken to resolve the issue
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Outcome sought
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Any relevant supporting documents or screenshots
Incomplete complaints may delay processing.
3. Complaints Handling Process
Stage 1 — Acknowledgment
Timeline: Within 24 hours (business days)
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Confirmation of receipt
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Assignment of a complaint reference number
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Identification of the case handler
Stage 2 — Investigation
Timeline: Within 5 business days
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Review of account data, system logs, and communications
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Internal consultation with relevant departments where required
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Request for additional information, if necessary
Stage 3 — Response
Timeline: Within 10 business days
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Written response outlining findings and conclusions
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Explanation of any corrective or remedial actions
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Information regarding escalation options if dissatisfaction remains
4. Escalation Process
Level 1 — Complaints Team
All complaints are initially handled by the dedicated complaints team.
Level 2 — Senior Management Review
If you are not satisfied with the outcome:
📧 contact@swisstradefunding.com
Please include:
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Original complaint reference number
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Reason for escalation
Timeline: Response within 15 business days
Level 3 — Executive Review (Final Internal Stage)
As a final internal review:
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The complaint will be assessed by senior executive management
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This stage represents the conclusion of Swiss Trade Funding's internal process
Timeline: Response within 20 business days
5. External Resolution Options
If you remain dissatisfied after completing the internal complaints process, you may consider:
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Seeking independent legal advice
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Initiating arbitration, as outlined in our Terms & Conditions
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Contacting relevant consumer protection authorities in your jurisdiction
Swiss Trade Funding does not waive any contractual or legal rights through this process.
6. What You Can Expect From Us
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Professional and respectful treatment
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Timely acknowledgment and communication
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Objective and impartial review
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Transparent explanations
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Decisions based on documented facts and program rules
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Continuous improvement driven by complaint analysis
7. What We Expect From You
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Accurate and complete information
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Timely responses to information requests
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Respectful communication
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Adherence to the escalation procedure
Abusive or threatening communication may result in restricted correspondence.
8. Timeframes
While we aim to meet all stated timeframes, complex cases may require additional time.
If delays occur, we will:
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Notify you promptly
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Explain the reason for the delay
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Provide an updated expected resolution timeframe
9. Record Keeping
Swiss Trade Funding maintains records of complaints for:
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Quality assurance
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Service improvement
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Internal governance
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Legal and compliance purposes
All records are handled in accordance with applicable data protection laws.
10. Continuous Improvement
Complaint data is:
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Reviewed regularly by management
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Used to identify systemic issues
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Integrated into staff training
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Considered in updates to policies and procedures
11. Contact Information
Complaints Department
📧 contact@swisstradefunding.com
Escalations:
📧 contact@swisstradefunding.com
Note: For general support inquiries not classified as complaints, please contact: