Complaints Policy

Last updated: January 2024

At Swiss Trade Funding, we are committed to providing excellent service. However, we understand that sometimes things may not meet your expectations. This policy outlines how to submit a complaint and how we will handle it.

1. What is a Complaint?

A complaint is an expression of dissatisfaction regarding our services, staff, or the handling of your account that requires a formal response.

Examples of complaints may include:

• Service quality issues
• Billing or payment disputes
• Technical problems not resolved satisfactorily
• Rule enforcement concerns
• Communication issues
• Account management problems

2. How to Submit a Complaint

Step 1: Try to Resolve Informally

We encourage you to first contact our support team to resolve the issue:

• Email: support@swisstradefunding.com
• Live chat (available after login)

Many issues can be resolved quickly through direct communication with our support team.

Step 2: Formal Complaint Submission

If the issue is not resolved to your satisfaction, submit a formal complaint:

• Email: complaints@swisstradefunding.com
• Use the subject line: "Formal Complaint - [Your Name]"

Information to Include:

• Your full name and account email
• Account ID (if applicable)
• Clear description of the issue
• When the issue occurred
• Steps you've already taken to resolve it
• What outcome you're seeking
• Any relevant screenshots or documentation

3. Our Complaints Handling Process

Stage 1: Acknowledgment

• Timeline: Within 24 hours
• We will acknowledge receipt of your complaint
• We will provide a reference number
• We will confirm the assigned case handler

Stage 2: Investigation

• Timeline: Within 5 business days
• We will thoroughly investigate your complaint
• We may request additional information from you
• We will review all relevant records and communications
• We may contact other departments if necessary

Stage 3: Response

• Timeline: Within 10 business days
• We will provide a detailed written response
• We will explain our findings and decision
• We will outline any corrective actions
• We will explain your escalation options if you remain unsatisfied

4. Escalation Process

Level 1: Complaints Team

Initial complaints are handled by our dedicated complaints team.

Level 2: Senior Management Review

If you are not satisfied with the initial response:

• Request an escalation to senior management
• Email: escalations@swisstradefunding.com
• Include your original complaint reference number
• Explain why you are dissatisfied with the initial response

Timeline: Response within 15 business days

Level 3: Executive Review

As a final internal step:

• Request an executive review
• The complaint will be reviewed by a senior executive
• This is the final stage of our internal process

Timeline: Response within 20 business days

5. External Resolution

If you remain unsatisfied after exhausting our internal complaints procedure, you may have the option to:

• Seek independent legal advice
• Pursue arbitration (as specified in our Terms & Conditions)
• Contact relevant consumer protection authorities in your jurisdiction

6. What You Can Expect From Us

• Professional and courteous treatment
• Prompt acknowledgment of your complaint
• Thorough and impartial investigation
• Clear communication throughout the process
• Honest and transparent responses
• Fair resolution based on facts
• Learning from complaints to improve our service

7. What We Expect From You

• Provide accurate and complete information
• Respond promptly to requests for clarification
• Communicate respectfully with our team
• Follow the escalation process if unsatisfied

8. Timeframes

While we strive to meet the timeframes outlined above, complex complaints may require additional time. If we need more time, we will:

• Notify you as soon as possible
• Explain the reason for the delay
• Provide a new expected resolution date
• Keep you updated on progress

9. Record Keeping

We maintain detailed records of all complaints for:

• Quality assurance
• Service improvement
• Regulatory compliance
• Legal protection

10. Continuous Improvement

We take all complaints seriously and use them to improve our services. Complaint data is:

• Analyzed regularly by management
• Used to identify systemic issues
• Incorporated into staff training
• Used to update policies and procedures

11. Contact Information