At UBS Switzerland AG, we follow strict standards for handling client complaints and aim to resolve them quickly and professionally. While we are committed to meeting your expectations as a valued client - whether current or prospective - there might be occasions when we do not fully succeed. Should this occur, we encourage you to contact us directly so that we can work together to address your concerns and find a suitable resolution.

The filing of a complaint is free of charge and no specific formalities are required. You may present your complaint orally, in writing, or through any other suitable channel.

Below are three available methods you can use to submit your complaint:

Online

Use the complaint form on the right.

Through Your Client Advisor

You can share your concerns directly with your client advisor or escalate them to their supervisor, either orally or in writing.

By Letter

Address your complaint to the client handling unit (Quality Feedback / Management). 

Our standards for handling client complaints

  • Once we receive your complaint, it will be reviewed by the relevant teams, including specialist departments if needed, to ensure a timely and client-focused response.
  • If your inquiry is straightforward, you can typically expect a response within four business days. For more complex cases, such as those involving third parties (e. g. specialist departments depending on the specific topic), you will receive an acknowledgment of receipt within four business days, along with an outline of the next steps.
  • Whenever possible, we will respond to your complaint personally and in accordance with applicable laws and internal guidelines.


We are committed to resolving your concerns in a way that meets your needs. If you have any further questions, please don’t hesitate to reach out.

If you are not satisfied with how your complaint has been handled by the client servicing unit, you have the option to escalate it by directly addressing the complaint handling unit (Quality Feedback / Management). To help us process your complaint efficiently, please include the following details when contacting Quality Feedback / Management:

  • Your contact details
  • Your position (e.g., account holder, client representative, lawyer or legal counsel)
  • The relevant account number
  • A description of your complaint
  • Copies of any relevant or supporting documents
Mailbox icon

Please send your complaint to:

UBS Switzerland AG
Management / Quality Feedback
Postfach
8098 Zurich

Upon receiving your complaint, we will contact you within four working days. Thank you for your understanding.

Swiss Banking Ombudsman

If we are unable to reach a solution that works for both of us, you have the option to contact the Swiss Banking Ombudsman. This is a free and impartial service that provides information and mediation. Please note that the Ombudsman typically becomes involved only after you (or a client) have submitted a written complaint to the bank and the bank has had the opportunity to respond.

Swiss Banking Ombudsman
Bahnhofplatz 9
Postfach
8021 Zurich

Of course, you are free to choose legal action at any time.

Submit complaint online

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