The Banking Ombudsman

  • The institution Swiss Banking Ombudsman took up its duties in April 1993. Since then the office is well established and deals with an increasing number of enquiries (currently about 2000 a year).
  • The Banking Ombudsman also runs a Central Claims Office for persons searching for dormant assets (Search for assets).
  • Marco Franchetti is the Banking Ombudsman since July 2013. He is supported by a multilingual team of lawyers, economists and banking specialists.

Independent mediation

  • The Banking Ombudsman deals with specific complaints which are raised against banks based in Switzerland.
  • The Banking Ombudsman is independent and neutral and he treats inquiries strictly confidential.
  • The mediation process is free of charge.

Swiss Banking Ombudsman Foundation

  • The office of the Swiss Banking Ombudsman is supported by the Swiss Banking Ombudsman Foundation.
  • The Board of the Foundation consists of independent public personalities.

What to do?

  • Please address your complaint initially to your bank and ask for a written response.
  • Is the bank's response unsatisfactory, please contact the Banking Ombudsman either orally or in writing.
  • Once a public authority is actively involved (e.g. a court, administrative body or prosecuting office), it is generally too late for the Banking Ombudsman to become active.
  • Please refer to the page Enquires for the detailed steps to follow.
Current topics

Negative interest rate for early repayment penalties

January 10th, 2020

The article is published in German and French only.

Selected Cases

Acceptance of costs for CAPA clarifications regarding a customer’s mental competence

Test

The bank had doubts that its long-standing customer was of sound mind and judgement to make asset management decisions and requested confirmation from the Child and Adult Protection Authority (CAPA)

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Press Release 2019

The time of “free services” is gone!

June 27th, 2019

The time of “free services” is gone! E-banking: when the customer makes a mistake, who is responsible? Banks face major challenges when it comes to offences involving elderly people. First

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