Our Operational teams are always available, collectively providing all needed education, and do their best to elevate your investing experience. However, you may still have a problem that we’re not able to address in the exact way you wished us to.
In that situation, should you need to file an official complaint, please follow these steps:
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Fill in the form, by clicking this link Complaint Request
Or alternatively follow these 3 steps:
- Use this link to download the appropriate form in two formats .docx or PDF
- Make sure to complete all the required fields of the form
- Write to us by email at support@swissborg.com with the filled form attached, or contact Support in the app (in the Profile tab> Support>Chat with us) and attach the filled form to your request.
We will respond within 5 working days to acknowledge the receipt of your case, and you will receive a definitive answer within 15 working days from receipt of your complaint. In complex cases, this can take up to 35 working days. If we need more time than that, we will let you know why and when you can expect an answer.
Compliance with MiCA Complaints‑Handling Requirements
As per Commission Delegated Regulation (EU) 2025/294, which supplements MiCA Regulation (EU 2023/1114) and sets out Regulatory Technical Standards (RTS) on complaints handling for Crypto-Asset Service Providers (CASPs), the following requirements are:
• Structured, accessible complaint channel
We provide a standardised complaint form, free of charge, and accessible in the languages in which we market our services, as well as in the official language(s) of our home EU‑based jurisdiction.
• Acknowledgement and tracking
You will receive prompt acknowledgement upon receipt, and a record of your complaint is securely kept in electronic form, as required by MiCA‑aligned RTS.
• Timely resolution
In our case, our internal goal is to provide you with a definitive answer within 15 working days (up to 35 working days in complex cases), aligning with MiCA standards.
• Language accessibility
Complaints are accepted in the languages used in marketing, plus the official language(s) of our jurisdiction—ensuring you can complain in your preferred language.
• Transparent and fair processing
Your complaint will be handled systematically, with clear, concise, and accessible communication (electronic or printed upon request). Decisions follow internal consistency—similar cases handled similarly by our management’s supervision.
• Complaints log and monitoring
SwissBorg maintains a secure electronic complaints log, including metrics such as processing times, and conducts at least annual internal reviews of complaint-handling procedures to ensure compliance with MiCA‑mandated standards and continuous improvement.
Complaint Process Overview
1. Submit your complaint
Download and complete the form available here, in the format of your preference, PDF file or .docx format, and send it to our Support team either directly in the app (Profile tab>Support>Chat with us) or by e-mail, support@swissborg.com
2. Receive acknowledgement
We will confirm receipt promptly and record your complaint in our secure system.
3. Investigation
Within 5 working days, we contact you with guidance and next steps.
4. Resolution
Expect a final answer within 15 working days (up to 35 in complex cases), unless delayed under exceptional, well‑explained circumstances.
5. Follow‑up and escalation
If needed, SwissBorg's management body will review; consistent application of decisions is guaranteed, and you may ask for communications in print.
6. Records and oversight
SwissBorg keeps your complaint on record with relevant data (times, handling steps) and performs annual audits of our systems and processes to comply with MiCA and RTS requirements.
Should you require more information, guidance, or wish to consult external resources:
- MiCA complaints handling RTS (Commission Delegated Regulation (EU) 2025/294) establishes templates, language rules, timing, and transparency duties for crypto‑asset service providers.
Thank you for using SwissBorg. Our commitment remains strong: your concerns are heard, processed fairly, and answered promptly.
SwissBorg Support Team