Raab & Moskowitz/Chelton are 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 Raab & Moskowitz/Chelton.

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

What is a complaint?

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

How to make a complaint

Any member of Chelton 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 Chelton 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
Raab & Moskowitz
Bahnhofstrasse 32, Floor 5
CH-6300 Zug (ZG)
Switzerland

Email: service@chelton.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 Chelton at the address below and our Complaints Officer will independently review the matter.

Complaints Officer
Raab & Moskowitz
Bahnhofstrasse 32, Floor 5
CH-6300 Zug (ZG)
Switzerland

Email: service@chelton.ch

Timeframes & External Dispute Resolution

If after a period of eight (8) weeks, Chelton 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 Chelton 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