Complaint Policy

If you have a complaint, let us know

At trixi, We place great importance on maintaining a high level of service satisfaction amongst our clients and business partners.

Should you have any feedback regarding our services despite our best efforts, you can either get in touch with your personal advisor or contact our Complaints Department directly by email at: [email protected]

We will then arrange for the right person to investigate and respond to your concerns.

When you contact us please tell us:

  • Your name and account number
  • The reason for your complaint
  • The name of the person/s that you dealt with
  • A suggestion of what you would like us to do
  • Your address and if you are happy to discuss the issue on the telephone, your day-time number
  • When writing to us it would be helpful if you could submit copies of any documentation relevant to your complaint

Financial Ombudsman Service - Finsom

The Financial Ombudsman (Finsom) is an independent organization with powers to resolve complaints about financial services when issues have not been resolved between an individual and their financier. The service is open to members of the public and very small businesses, charities, clubs, and trusts.

You can check if they are able to deal with your complaint by telephoning +41 27 552 04 24 or you can visit their website at https://finsom.ch/en/ or you can write to Finsom at: Avenue de la Gare 66, 1920 Martigny, Switzerland.

Finsom will not normally accept a complaint for investigation unless 35 days have passed since you first raised your complaint with us or if you have been notified of our final decision and you remain dissatisfied. This is to allow us the opportunity to deal with your concerns.

You may make a complaint at any time within 6 months of our final decision about your complaint. If you do not refer your complaint to the Finsom within that 6 month period then your complaint may not be accepted by Finsom.

You may also lose your right to refer a complaint to Finsom if more than six years have passed since the event(s) about which you want to complain, or if more than three years have passed since you should have realized that you had a possible that you had a possible complaint.

It is important that you act promptly if you think you are entitled to refer a complaint to the financial ombudsman.