Complaint

Despite our best efforts, it could happen that our service provision does not meet your expectations. As Bank Delen takes every complaint seriously, it is important that you also include a detailed description of the facts on which the complaint is based.

How to submit a complaint?

If you wish, you can submit your complaint to our Legal & Compliance department. As the case may be, please attach the necessary documents in order for your complaint to be investigated.

You can contact our Legal & Compliance department in the following ways :

By mail:
Delen (Suisse) SA
TAO Legal & Compliance department
31, Boulevard Helvétique
CH – 1207 Genève 

By e-mail:
compliance@delen.ch

How is my complaint handled?

Every complaint that you submit to our Legal & Compliance department will be handled and answered within the shortest possible time frame. If this cannot be done within 5 days after receiving your complaint, you will in the meantime receive a notification of receipt from us. If your complaint is sufficiently explained and documented, you may expect an answer from us within 30 days.

If you are not satisfied with the answer that you received, or if you do not agree with the standpoint taken by Delen (Suisse) SA, you can contact the Ombudsman des banques suisses at the address below.

By mail:
Ombudsman des banques suisses
Bahnhofplatz 9
Postfach
CH – 8021 Zürich

Phone: (08.30 – 11.30 h)
+41 43 266 14 14 Deutsch / English
+41 21 311 29 83 Français / Italiano

Telefax:
+41 43 266 14 15

Website:
www.bankingombudsman.ch

(Please note that this option is only available after you have submitted your complaint to your bank first.)