We strive to provide our customers with high-quality service and personal attention. Are you not satisfied? Then we ask you to let us know. We appreciate your complaint, question or suggestion.

Submit your complaint and what's next

You can submit your complaint verbally or in writing. You will receive a substantive response or confirmation of receipt from us within two working days after we have received your complaint. In the confirmation of receipt we will inform you when you can expect our substantive response. You will receive our substantive response no later than six weeks after the date of the confirmation of receipt. If we ask you for additional information when handling your complaint, this term may be extended. We will inform you of any delay.

• Day 0: Reception We receive your complaint, question or suggestion.
• Day 2: Our (substantive) response You will receive a confirmation of receipt with the date on which you can expect our substantive response.
• Week 6: Our substantive response at the latest Didn't receive our substantive response? Then you can go to the Swiss Banking Ombudsman, Bahnhofplatz 9, Postfach, CH-8021 Zurich, +41 43 266 1414, Bankingombudsman
• Week 8: Our acknowledgment of receipt at the latest. Didn't receive our acknowledgment of receipt of your complaint? Then you can go to the Swiss Banking Ombudsman.

What do we do with complaints?

We use complaints from our relations to improve our services and products.  The working method for heirloom accounts has also been clarified and we have made improvements to our asset management reporting. 

We will continue to listen carefully to our relations in the future. We therefore thank you in advance for your comments.

Explain your complaint well

Has anything happened before you submit your complaint? Then you can help us and yourself by describing this clearly and also providing us with any other additional information. We can handle complaints that are well documented faster and you will receive our substantive response sooner.

When do you submit your complaint?

You can make your complaint within 30 days after the fact about which you are complaining occurred. The sooner you submit a complaint, the easier it is for you and us to obtain the necessary information.

To whom do you address your complaint, question or suggestion?

It is best to direct your complaint, question or suggestion to your International Wealth Manager. Would you rather not send your complaint to your International Wealth Manager or to the branch where you bank? Please contact Van Lanschot's Complaints Management department. You can do that in the following ways:

• you use the contact form on top at the right side
• you send an e-mail to vanlanschotkempen@vanlanschotkempen.ch
• you send a letter to: Van Lanschot Kempen (Switzerland) Ltd., Attn. Complaints Management department, PO Box 3078, Mittelstrasse 10, 8034 Zurich, Switzerland
• you call +41 43 377 1111

 

You want independent mediation

If you are not satisfied with the handling of your complaint, you can submit your complaint to the Swiss Banking Ombudsman, the Financial Services Complaints Institute. Swiss Banking Ombudsman is independent and mediates and decides in disputes between consumers with banks and other financial service providers. In principle, you must submit your complaint to Swiss Banking Ombudsman within one year after you have submitted it to us. For more information about the terms and conditions, please refer to Swiss Banking Ombudsman.

You can also choose to submit your complaint to the competent civil court in Zurich.

If you choose to first submit your complaint to the civil court, it will then no longer be possible to submit your complaint to Swiss Banking Ombudsman. Otherwise, this option does exist.

 

Are we not keeping to the agreements?

Have you not received a substantive response from us six weeks after the date of our confirmation of receipt? Then you can submit your complaint to the Swiss Banking Ombudsman. You do not have to wait for our position.

Have you not received an acknowledgment of receipt of your complaint?  Then you can submit your complaint to Swiss  eight weeks after you have submitted your complaint to  us without our position.