HOW TO REGISTER A COMPLAINT
Convera is always disappointed to hear that our clients are unhappy with the service received. Letting us know about any difficulties that you have faced, gives us the opportunity to put matters right for you. Your feedback is important to us and helps us to improve the products and services we offer.
If you are unhappy and need to make a complaint, you can do so in one of the following ways:MAKING A COMPLAINTFirst, please contact your corporate hedging manager or customer service representative.This person will look into your complaint as quickly as possible and initiate the necessary internal steps to offer a solution.
Alternatively, you can contact us as follows:
By Telephone: +41 (0) 848 80 40 40
By Email: email@example.com
By mail: Convera, Werdstrasse 2, Postfach 2063, 8021
By fax: +41 (0) 848 80 41 41
For more information on how we handle your complaints for Non-Hedging products and for Hedging Products (Forward Contract, Non-Deliverable Forward Contract or Option), please read below.We will resolve most complaints within fifteen working days. If we are unable to do so, we will contact you again, to keep you informed of our progress and indicate when we will issue the final response.
As soon as we have established all the facts and completed our investigation, we will provide you with a formal written response which will set out our findings and explain our final position. This response will be issued by e-mail, in PDF format.If you are not satisfied with the outcome of our investigation you may be able to refer your complaint to the local independent dispute resolution scheme, where this involves a derivative product.
In Switzerland, the Ombudsman that we are registered with is the Ombudsstelle Finanzdienstleister (OFD). Where relevant, our final response may therefore also include details of your right to contact the Ombudsstelle Finanzdienstleister.
Their contact details are shown below:-
By Post: Verein Ombudsstelle Finanzdienstleister
(OFD). Bleicherweg 10, 8002 Zürich
By E-mail: firstname.lastname@example.org
By Telephone: +41 44 562 05 25
Details of the dispute resolution service offered by the Ombudsstelle Finanzdienstleister are available on their website https://www.ofdl.ch/en/start/.