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:

• Service quality or platform functionality
• Billing, fees, or payment processing
• Technical issues not resolved through standard support
• Application or enforcement of program rules
• Communication or response delays
• 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.

Step 2 — Formal Complaint Submission

If the issue remains unresolved, a formal complaint may be submitted by email.

Please include the following information to allow proper review:

• Full name and registered account email
• Account ID (if available)
• Clear description of the issue
• Date(s) of occurrence
• Steps already taken to resolve the issue
• Outcome sought
• Any relevant supporting documents or screenshots

Incomplete complaints may delay processing.

3. Complaints Handling Process

Stage 1 — Acknowledgment

Timeline: Within 24 hours (business days)

• Confirmation of receipt
• Assignment of a complaint reference number
• Identification of the case handler

Stage 2 — Investigation

Timeline: Within 5 business days

• Review of account data, system logs, and communications
• Internal consultation with relevant departments where required
• Request for additional information, if necessary

Stage 3 — Response

Timeline: Within 10 business days

• Written response outlining findings and conclusions
• Explanation of any corrective or remedial actions
• 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:

Timeline: Response within 15 business days

Level 3 — Executive Review (Final Internal Stage)

As a final internal review:

• The complaint will be assessed by senior executive management
• 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:

• Seeking independent legal advice
• Initiating arbitration, as outlined in our Terms & Conditions
• 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

• Professional and respectful treatment
• Timely acknowledgment and communication
• Objective and impartial review
• Transparent explanations
• Decisions based on documented facts and program rules
• Continuous improvement driven by complaint analysis

7. What We Expect From You

• Accurate and complete information
• Timely responses to information requests
• Respectful communication
• 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:

• Notify you promptly
• Explain the reason for the delay
• Provide an updated expected resolution timeframe

9. Record Keeping

Swiss Trade Funding maintains records of complaints for:

• Quality assurance
• Service improvement
• Internal governance
• Legal and compliance purposes

All records are handled in accordance with applicable data protection laws.

10. Continuous Improvement

Complaint data is:

• Reviewed regularly by management
• Used to identify systemic issues
• Integrated into staff training
• Considered in updates to policies and procedures

11. Contact Information

Note: For general support inquiries not classified as complaints, please contact:
📧 contact@swisstradefunding.com