Complaint Handling Procedure

Quanify GmbH is committed to:

  • providing a high standard of client service; and
  • maintaining our reputation for integrity and accountability.

We welcome feedback on our service at any time. If you are dissatisfied with our services, please give us the opportunity to fix the problem. We will investigate, answer your questions and work hard so you enjoy trading with Quanify.

Quanify’s complaints handling procedures seek to ensure complaints are reviewed independently and result in fair resolutions to customer complaints.

What is a complaint?

Quanify defines a complaint as “an expression of dissatisfaction, whether oral or written, with a product or service provided by Quanify that is not resolved at the first point of contact.”

How to make a complaint

Any member of Quanify staff can receive a customer complaint and has the responsibility to do everything within their authority to resolve the issue at the first point of contact.

Where a member of staff feels they lack the experience, expertise, or authority to settle the matter immediately, they may refer the matter to their supervisor.

We may ask you to provide details to us in writing. This includes, specifying the nature of the complaint, providing us with specific details and the desired outcome or action you wish Quanify to take to settle the complaint to your satisfaction. We may ask you to provide relevant material to support the complaint; doing this will help us respond quickly.

You can contact our Client Services team through any of the contact details below:

Client Services
Quanify GmbH
Bahnhofstrasse 32, Floor 5
CH-6300 Zug (ZG)
Switzerland

Email: service@quanify.ch
Phone: +41 44 586 5051

Investigation

On receipt of your complaint, our staff will acknowledge your complaint and, where required, will commence an investigation.

Whilst our internal procedures allow us up to eight weeks to deal with a complaint, every effort will be made to resolve complaints as quickly as possible.

Internal Escalation

We expect that our front-line staff and supervisors will completely resolve the issues you raise. If, despite our best efforts, you believe your complaint has not been satisfactorily dealt with, you may elect to have the matter reviewed.

Simply write to Quanify at the address below and our Complaints Officer will independently review the matter.

Complaints Officer
Quanify GmbH
Bahnhofstrasse 32, Floor 5
CH-6300 Zug (ZG)
Switzerland

Email: service@quanify.ch

Timeframes & External Dispute Resolution

If after a period of eight (8) weeks, Quanify has not completed its investigation and provided a final response, we must either:

  1. Provide a final response in writing where we either:
  • accept the complaint, and where appropriate, offer redress or remedial action
  • offer redress or remedial action without accepting the complaint; or
  • reject the complaint and give our reasons for doing so, and enclose a copy of the Ombudsman Financial Services Provider (OFD) standard explanatory leaflet which
    • Provides the website address of the OFD;
    • Informs the complainant that he or she may refer the complaint to the OFD if dissatisfied and, if so, do so within six (6) months of the date of our final response; and
    • Indicates whether we consent to waive the relevant time limits.
  1. Provide a written response:
  • Explaining why we are not in a position to make a final response and provide an indication as to when we expect to be able to do so;
  • Inform the complainant that he or she may now refer the complaint to the OFD;
  • Indicate whether we consent to waive the relevant time limits;
  • Enclose a copy of the OFD standard explanatory leaflet which provides the website address of the OFD.

The ombudsman office for financial service providers is a neutral and cost-effective information and mediation centre. It deals with specific complaints from customers to the affiliated financial service providers and their advisors. It is based on Article 74 of the Financial Services Act, which requires financial institutions and financial service providers to be affiliated with an ombudsman’s office.

OFD will make a determination after reviewing your complaint and all relevant issues, for example, any relevant regulatory rules. OFD has the authority to resolve the complaint, and Quanify will be bound by their determination. Should you decide to utilise OFD, you can do so. The registration fee for submitting an application for mediation is between CHF 150 and a maximum of CHF 250 in exceptional cases (depending on the amount in dispute, the complexity of the dispute and the volume of documents submitted).

You can contact OFD in the following manner:

By writing to:

Ombudsman Financial Services Provider
(Ombudsstelle für Finanzdienstleiter)
Bleicherweg 10
CH-8002 Zürich
Switzerland

Phone: +41 44 562 05 25
Email: ombudsmann@ofdl.ch
Web: www.ofdl.ch

Please note that OFD will not consider a complaint until we have had the opportunity to address the complaint, and any reference to OFD should not be made by you until you receive a final response from us or eight weeks after the date of your complaint, whichever is sooner.

 

Date of Issue: November 2020

 

Ombudsman: OFD

Disclaimer

 

All information, which is published on this website is designed and created by the company Quanify GmbH (“Quanify”). Quanify is incorporated in Switzerland and operates under ARIF surveillance, a self-regulatory organization, acknowledged by Swiss-regulator FINMA. This Disclaimer is not a means to limit any responsibilities imposed on Quanify according to FINMA.

 

By visiting this website you accept and confirm, that you are aware of and abiding all legal limitations, rules and regulations that exist in your country that relate to investment issues and your use of the services offered by Quanify. You understand and agree not to use information from this website to make the Quanify company or any other party responsible for violating any laws, rules and regulations in your country. This website is not intended to make any offers or provide any solutions or financial services to people who reside in jurisdictions where any such offers or services would be prohibited by local laws, rules and regulations. If you are a person or entity that resides in a jurisdiction where review or participation in our business or offerings would be in violation of your own local laws, rules or regulations, you must leave this page at once and our services will not be available to you. Please contact your own local regulators to determine if you are such a person or entity that is prohibited from participation in any of our offers or services.

 

This website is created for informational purposes only and cannot be treated as official investment, legal, tax or any other advice or to make buy or sell decisions of any financial instrument. Each potential client of Quanify should make a decision only based on his own knowledge and experience, or ask for advice from professional, before making any investment decision. Decisions for investment to Quanify should be done based on corresponding legal agreements, without reference to the website.

 

Quanify undertakes all measures to keep information on the website up to date. Quanify uses only sources which it believes are reliable but Quanify doesn’t give any guarantee that any information that is referenced on Quanify website is accurate or up-to date. All material published on this website represents only Quanify point of view at the moment of publishing, but Quanify’s opinion can change and Quanify is not obliged to publish an update or reminder according to any schedule. Quanify is not responsible for any losses or expenses, which can occur when decisions are made by people who use any information published on Quanify website.

 

The value of any assets which are under Quanify management can decrease and increase. Investors might not receive all their investment principal or earnings because of realized losses and unanticipated circumstances. Investors may lose all their investment. Information published on the website may be used for analytical and comparison purposes and to become acquainted with the trading results and past performance of Quanify. Profits in the past do not guarantee any profits in the future.