We inform, mediateand connect

Home Complaint Submit a complaint

YOUR FILE

The following documents must be submitted to the Ombudsman:

A letter to the Ombudsman setting out in a clear and comprehensible way the facts of the case, the problem and your points of complaint. The letter must also contain a substantiated description of your expectations and claim, as well as reasonable arguments and a comprehensible calculation of the damages claimed: What should be achieved with the financial business? On what basis? Why do you disagree with the statements of the financial business?

1

Your complaint letter to the Management or Complaints Management Office of the financial business. This letter must contain a specific claim, a comprehensible justification and a request for a written reply.

2

The financial business’ reply to your complaint.

3

Your consent, that the Ombudsman may request information from the financial business. Normally, this consent is provided by means of the Authorization Form.

4

Important documents such as contractual documents, bank statements, other correspondence with the financial business in the complaint matter etc.

5

Do you have any further questions? Please consult first our Frequently Asked Questions or give us a call.

Monday through Thursday, 08.30 – 11.30 a.m. (M.E.T.):
+41 43 266 14 14 Deutsch / English
+41 21 311 29 83 Français / Italiano

Online submission to the Ombudsman

Step 1: Please answer the following questions

According to the Rules of Procedure, the Banking Ombudsman is responsible for member institutions of the Swiss Bankers Association.

The ombudsman can only deal with complaints if the client can demonstrate that a tangible damage or disadvantage has occurred. So, for example, if you feel that you have been treated in an inappropriate or unfriendly manner without a concrete damage having occurred, please contact the Management or the Complaints Management office of the financial business in writing.

First address your complaint with your specific claim and a comprehensible justification by letter to the financial business and ask it for a written response. If this is unsatisfactory, you can turn to the Banking Ombudsman.

If a court, arbitration tribunal or administrative authority is or has been seized of the case, the Banking Ombudsman cannot generally intervene.

Step 2: Documents

Please copy the necessary documents and complete and sign the authorisation form. For online submission, please scan the documents.

Step 3: Submission

  • The Banking Ombudsman cannot influence financial businesses on their business and tariff policy issues. For example, he is not allowed to question credit decisions, to object to a schedule of fees for services or to influence the design of service offers.
  • It may happen that a certain case is not suitable for the Ombudsman procedure or that the procedure will not be initiated or has to be terminated without result for another reason (e.g. lack of prospects, questions of evidence). In such a case, the client is free to go to the ordinary courts.
  • If a court, arbitration tribunal or administrative authority is or has been seized of the case, the Banking Ombudsman generally cannot intervene.
  • The Ombudsman does not carry out investigations or formal evidence procedures. He assesses the case on the basis of information and documents submitted by the parties.
  • The Ombudsman has no decision-making power. He can make his own factual and legal assessment of the dispute and propose solutions to the parties, but he cannot issue binding instructions.
  • The Banking Ombudsman is not responsible for abstract legal and economic issues and does not provide expert opinions.

  • The Ombudsman procedure usually takes one to two months. Simpler cases can also be dealt with within a shorter period. With increasing complexity, a procedure may take longer.
  • The client’s intervention with the Banking Ombudsman does not suspend or interrupt the course of legal deadlines (limitation periods, forfeiture periods, court or administrative time limits). It is the client’s responsibility to ensure that such periods are observed.

Submission by post

As an alternative to the online form, you may submit your file by postal delivery:

Swiss Banking Ombudsman
Bahnhofplatz 9
P.O. Box
CH-8021 Zurich

Important: Do not submit original documents to the Ombudsman, only copies.