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COMPLAINT RESOLUTION

We take a complaint seriously. Ensuring that our clients are treated fairly is at the heart of our approach to business, our team’s commitment, and the governance, policies, and controls framework that we provide.

Whenever possible, we will try to find an amicable solution with our clients. We recognise that it may not always be possible to meet all clients’ expectations. Should clients wish to submit a complaint, the following contacts are at their disposal:

COMPLAINT RESOLUTION
Please contact us by letter or email:
Crypto Finance (Brokerage) AG
Hardstrasse 201, 8005 Zurich, Switzerland
+41 41 552 45 05 | complaints@cryptofinance.ch

OMBUDSMAN
To provide our brokerage clients an impartial contact if a complaint cannot be resolved by contacting us, we offer our clients an ombudsman contact for our brokerage business, Crypto Finance (Brokerage) AG, which is registered with the Swiss Financial Service Ombudsman Association (OFD). The ombudsman can be contacted as follows:

Ombudsstelle Finanzdienstleister (OFD)
Bleicherweg 10, 8002 Zurich, Switzerland
+41 44 562 05 25 | ombudsmann@ofdl.ch | ofdl.ch

The Financial Service Ombudsman is a neutral and cost-effective information and mediation centre. It deals with specific complaints from customers about the affiliated financial service providers and their advisors. It is based on Article 74 of the Financial Services Act, which requires financial institutions and financial service providers to be affiliated with an ombudsman’s office.

The service facilitates voluntary, out-of-court procedures for resolving disputes provides competent information and acts as an independent mediator in disputes. Expensive, time-consuming legal proceedings, which often take years, can thus be avoided.

Should you have any other questions, please contact or call us directly here.