SwissBorgSkip to content
Log InSign UpGet Started

BlockNodes - Complaints handling policy

Last updated: May 12, 2026

1.How to submit a complaint

We aim to deliver the best experience to our users, including in supporting you when you have questions or experience dissatisfaction.

This page explains how you can submit a complaint if you have one, whether it is about our products, service, support or anything else. Submitting a complaint, whatever the way chosen, is always free of charge for the user. 

You may submit it in writing via the following channels:

If you are located in the European Union, you may submit your complaint in any official EU language. 

Submitting a complaint, whatever the way chosen, is always free of charge.


2.What do you need to mention in your complaint

When we are investigating a user complaint we will be relying on information provided by you and information we may already be holding. 

To help us investigate a complaint quickly and efficiently, we will ask you for the following information:

  • Your full name,
  • The email address associated with your SwissBorg account,
  • Your country of residence,
  • A detailed description of your issue,
  • Dates or events related to your complaint,
  • Details of any steps you have already taken to resolve the complaint,
  • Details of conversations you may have had with us that may be relevant to your complaint;
  • Copies of any documentation which supports the complaint. 

We may need to contact you to clarify details or request additional information where necessary.

3.How we manage complaints

Once we receive your complaint:

We acknowledge:
Within three (5) working days of receiving your complaint, we will acknowledge its receipt. 

The acknowledgment of receipt of a complaint shall contain all of the following: 

(a) the identity and contact details, including email address and telephone number, of the person to whom, or the department to which, you can address any query related to your complaint; 

(b) the date of receipt of the complaint; 

(c) a reference to the timeline applicable to complaint handling; 

(d) where an electronic complaint form is filed, a copy of the complaint filed by you.

We review:

We undertake an initial review of your complaint and determine what, if any, additional information or documentation may be required to complete an investigation. We may need to contact you to clarify details or request additional information where necessary.

In such circumstances we will explain the purpose of seeking clarification or additional documentation and provide you with feedback on the status of your complaint at that time.

We investigate:

Within fifteen (15) working days of receiving your complaint, we will investigate it objectively and impartially, by considering the information provided to us, our actions in relation to your dealings with us and any other information which may be available, that could assist us in investigating said complaint.

If we have sought clarification or additional documentation from you and we are waiting on you to provide this information, we may not be able to meet our fifteen (15) working day finalization commitment. In such circumstances upon receipt of your clarification or additional documentation we will indicate to you when we expect to be able to finalize your complaint.

We respond:

Following our investigation we will notify you of our findings and any actions we may have taken in regards to the user’s complaint.

Extended Timeline: 

In complex cases, the investigation may take up to 30 to 35 working days. In exceptional cases where a response cannot be provided within this period, we will inform you of the delay and provide a justified reason, along with an expected timeframe for resolution. 

We record:

We will record your complaint for the purposes of continuous improvement processes and monitoring through regular review. Your personal information will be recorded in accordance with relevant privacy legislation.

Ombudsman:

In case you would find our final response to your complaint unsatisfactory, you may submit a complaint with the AMF Ombudsman Service to seek out-of-court resolution:

AMF Ombudsman 

Request for mediation available on the AMF’s website:

Home > AMF Ombudsman > Mediation file > Request for mediation.

The AMF Ombudsman can be reached through the following link: https://www.amf-france.org/fr/espace-epargnants/lamf-et-vous/epargne-info-service

You have the right to make enquiries about the current status of your complaint at any time by contacting us.