Purpose
We take complaints seriously. This policy explains how to complain and how we handle complaints fairly, promptly and transparently.
How to complain
Email complaints@mwcgroup.ch (or your usual contact). Please include your name, contact details, a description of the issue, and any supporting documents.
What happens next
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Acknowledgement: We will acknowledge your complaint promptly and tell you who is handling it.
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Investigation: We’ll review the facts, speak to relevant staff and gather any documents.
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Response: We’ll send you our written response within the timeframes below. If we need more time, we’ll explain why and when you can expect a final response.
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Escalation: If you are not satisfied, you may have the right to refer the matter to an external dispute resolution body or regulator (see your country addendum).
No detriment
Raising a complaint will not adversely affect how we treat you.
Contact
Complaints team: complaints@mwcgroup.ch (or local address in the addenda).
