If you are not satisfied with any aspect of our service you can tell us about your concerns in the following ways:
In the first instance we would always prefer to hear from you by telephone on + 352 2603 2003.
This will allow you to have a discussion with one of our representatives who will listen to your concerns, consider the issues raised, discuss your options and attempt to resolve your concern at first contact.
It is not always possible to resolve your concern at the first point of contact, in these instances our representatives will take full details of any issues raised and arrange for your concern to be investigated internally. We will then contact you to explain our findings.
We may also ask you to provide details of your complaint in writing if we are unable to resolve the issue at first contact.
You can send full details of your complaint by email to clientservices@swissquote.lu or by fax to (+352) 2603 2042.
If you prefer to send your concerns by postal mail, you should address your letter to:
Client Services Manager,
Swissquote Bank Europe SA
2 rue Edward Steichen
L-2958 Luxembourg.
Please see the Complaint Form here.
How long will it take?
Our aim is to resolve your complaint at first contact. If we are unable to do this, we will write to you to within 10 business days to:
- Acknowledge the reception of your complaint
- Explain why we have not managed to resolve your concern
- Tell you who is dealing with your concern and how to contact them
- Obtain further information to help us resolve your case
Please note that a complaint received on any day other than a business day, or after 17.00hrs CET on a business day, will be treated as received on the next business day for reporting purposes.
Once we have sent you an acknowledgement of receipt of your complaint, we will aim to resolve your case within one month from receipt.
In exceptional circumstances where the issues raised are particularly complex, matters may take longer to resolve. We will inform you when we expect to reach a final conclusion and when we anticipate providing you with our final response.
Our final response, once issued will explain the outcome of our investigation and make you aware of the availability and contact details of the Commission de Surveillance du Secteur Financier (CSSF) who can be contacted should you not be satisfied with our response.
What happens if we cannot reach agreement?
The CSSF operate a process to facilitate out-of-court resolution of complaints between customers and financial institutions and acts independently of Swissquote. It provides a service as an unbiased adjudicator.
The CSSF address is:
Commission de Surveillance du Secteur Financier
110, route d'Arlon
L-1150
Luxembourg
Tel : (+352) 262511
Fax : (+352) 26251601
Email : direction@cssf.lu