1. Our commitment
Helvetica Credit Investment AG treats every complaint as an opportunity to improve. We handle complaints promptly, fairly and free of charge, and we keep you informed at every stage. This policy explains how to make a complaint, what you can expect from us and what to do if you remain dissatisfied.
2. What is a complaint
A complaint is any expression of dissatisfaction about our services, our staff, our platform or the way a request has been handled, whether or not it is justified and whether or not it requests a remedy. General questions and feature requests are handled through our normal support process rather than this procedure.
3. How to complain
Clients should open a support ticket from the client portal and select the category "Formal complaint". Non clients may use the public support ticket form on our website. You may also write to us by post at Bahnhofstrasse 64, 8001 Zürich, Switzerland or by email to compliance@hcwmgroups.com. Please include your account number, a description of the issue, the outcome you are seeking and any supporting documents.
4. Acknowledgement
We acknowledge every complaint within two business days of receipt, provide a reference number and name the person responsible for handling it. Complaints are handled by staff who were not directly involved in the matter complained about.
5. Investigation and response
We investigate each complaint objectively, reviewing relevant records including the transaction ledger, audit log, communications and system data. We aim to send a final written response within fifteen business days. If the matter is complex and more time is required, we will tell you why, keep you updated at least every ten business days, and in any event respond within thirty five business days. Our final response explains our findings, the reasons for our decision and any remedy we offer.
6. Remedies
Where a complaint is upheld, remedies may include correction of an error, restoration of funds, reversal of fees, an apology, or changes to our processes. Any financial remedy is recorded in your transaction ledger with the complaint reference.
7. If you are not satisfied
If you are dissatisfied with our final response or have not received one within the time stated, you may refer the matter to a recognised Swiss ombudsman body for financial service providers. Referral to an ombudsman is free of charge and does not affect your right to take legal action. The place of jurisdiction for legal proceedings is Zurich, Switzerland. Clients resident in the European Union may also have access to dispute resolution bodies in their own country.
8. Record keeping and reporting
We keep a register of all complaints, their handling and their outcome for ten years. Complaint trends are reported to senior management quarterly and used to improve our services. Personal data in complaint records is handled in accordance with our Privacy Policy.
9. Contact
Complaints handling is overseen by our Chief Compliance Officer, who can be contacted at the compliance email address above or by telephone on +41 44 585 20 60.
Helvetica Credit Investment AG, Bahnhofstrasse 64, 8001 Zürich, Switzerland. Registered in the Commercial Register of the Canton of Zurich. VAT CHE-383.300.010 MWST.