Crypto Swiss Hub will acknowledge your complaint within 48-72 hours of receipt and let you know which senior person will be dealing with your complaint.
We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint.
If we are unable to provide you with a final response within this time we will send you an update.
We will endeavour to send a final response to you within 8 weeks of receipt of your complaint.
If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.
INTERPRETATION OF TERMS
Unless indicated to the contrary, the terms included in this Report shall have a specific meaning and may be used in the singular or plural as appropriate.
Client Means the ‘client’ as defined in the ‘Term Of Services’ available online at www.cryptoswisshub.com/term-of-services
SCOPE OF THE COMPLAINTS HANDLING PROCEDURE
The Complaints Handling Procedure (‘the Procedure’) sets out the processes employed when dealing with complaints received by clients.
DEFINITION OF A COMPLAINT
A complaint is an expression of dissatisfaction by a client.
A complaint shall include:
A complaint must not include: offensive language directed either to Crypto Swiss Hub or an Crypto Swiss Hub employee.
PROCEDURE
All complaints must be in writing and shall be addressed, in the first instance,to the Customer Support Department.
If the client receives a response from the Customer Support Department but deems that the complaint needs to be raised further, the client may either ask the Customer Support Department to escalate it to the Compliance Department ([email protected]), which will independently and impartially investigate it.
Both the Customer Support Department and the Compliance Department shall thoroughly examine any complaints as required (taking into account any information contained within the books and records, including but not limited to the client’s account journal to reach a fair outcome.
Both the Customer Support Department and the Compliance Department shall: (i) send an initial response to the client within 48 hours, (ii) resolve complaints as soon as reasonably practicable and (iii) inform the client accordingly.
All complaints shall be treated confidentially.
SCOPE
The Complaint Handling Procedure (the ‘Procedure’) sets out the process adopted by Swiss Global Markets.FZ-LLC (referred to as ‘Crypto Swiss Hub’ or the ‘company’) for the reasonable and prompt handling of complaints, disputes, or grievances received from Clients (referred to as the ‘Client’, the ‘Complainant’, ‘you’, ‘your’ and ‘yourself’).
QUERIES
If you are dissatisfied with our services, or if you have a query regarding your account or activity with us, you may contact the Customer Support Department via, e-mail.
Our Customer Support Department will determine if your query can be resolved immediately or if it will require further investigation; if your query cannot be resolved immediately, we remain committed in addressing and/or resolving it in a prompt manner (usually within 48 business hours).
If you are not satisfied with the response to the query or grievance you received, then you may raise this further with the Compliance Department following the process indicated in the ‘Official Complaints’ section.
OFFICIAL COMPLAINTS
An official complaint means a statement of dissatisfaction relating to the provision of services, addressed by a Complainant to the Compliance Department, as indicated in the Procedure.
A complaint must include: (i) the Client’s name and surname, (ii) the Client’s Account, (iii) the affected transaction number(s), if applicable, (iv) the date and time that the issue arose, and (v) an accurate description of the issue.
Complaints need to be sent by e-mail ([email protected]) to the Compliance Department.
Complaints communicated to the Compliance Department must be received from the registered e-mail of the Client or the Client’s Appointed Representative as soon as possible after the subject matter of the complaint arose.
We will confirm to the Complainant within five (5) days upon the receipt of the complaint and we will provide you with a unique reference number.
We will investigate the complaint within two (2) months and reply to the Complainant about the outcome/ decision.
In the unlike event that we are unable to respond within two (2) months, we will inform the complainant of the reasons for the delay and indicate the period of time within it is possible to complete the investigation.
This period of time cannot exceed three (3) months from the submission of the complaint.
Also note that if a client is a legal entity, trust or otherwise, different provisions may apply and you should become aware of the provisions of the relevant law.
When complaining, a Client should, at all times, use the unique complaint number that will be provided in the acknowledgement and/ or response by Crypto Swiss Hub.
SCOPE
The Complaint Handling Procedure (the ‘Procedure’) sets out the process adopted by Swiss Global Markets.FZ-LLC (referred to as ‘Crypto Swiss Hub’ or the ‘Firm’) for the reasonable and prompt handling of complaints, disputes, or grievances received from Clients (referred to as the ‘Client’, the ‘Complainant’, ‘you’, ‘your’ and ‘yourself’).
QUERIES
If you are dissatisfied with our services, or if you have a query regarding your account or activity with us, you may contact the Customer Support Department via, e-mail.
Our Customer Support Department will determine if your query can be resolved immediately or if it will require further investigation.
If your query cannot be resolved immediately, we remain committed in addressing and/or resolving it in a prompt manner (usually within 48 business hours).
