Case Studies
-
Unimplemented special conditions for mandate fees
A client contacted the Ombudsman because a reduction in mandate fees agreed with the bank had not been implemented for nearly 10 years. The bank (…) -
Losses with a structured real estate product recommended by the bank
A client invested USD 100,000 in 2007 in a structured product based on a global real estate fund on the recommendation of her client (…) -
Loss with a structured product (Barrier Reverse Convertible)
A client claimed to her bank that she had received insufficient advice when purchasing a barrier reverse convertible and demanded that the bank share half (…) -
Mortgage renewal at retirement age and affordability rules
The 80-year-old client turned to the Ombudsman with concern. His mortgage would expire in 2027, and he feared that it would not be renewed due (…) -
Refused transfer of an existing fixed-rate mortgage to the buyers of the property
The clients had acquired a property as part of an inheritance division, which had been financed by the same bank for years. Subsequently, they concluded (…) -
Early repayment penalty for a mortgage not disbursed after exercise of a statutory right of pre-emption by the canton
A couple concluded a notarized purchase agreement for a villa with a price of over CHF 2 million and signed a mortgage contract with the (…) -
Early termination penalty for early repayment of a fixed-rate mortgage on the basis of a negative reinvestment rate
A couple repaid their fixed-rate mortgage early and had to pay an early repayment penalty that was almost twice as high as originally calculated. The bank (…) -
Executed payment order despite timely fraud report and revocation
The client became the victim of fraud and, in connection with this, issued a payment order to the bank for an amount of approximately (…) -
Debit card fraud after registration of the card in a payment app
Fraudsters used a client’s debit card for two payments after registering the card in a payment app. The bank refused compensation on the grounds that (…)