Complaints Handling Policy
As a wealth management company authorized by FINMA and subject to Swiss law, we are committed to providing our clients with high-quality services and to acting with transparency, diligence, and integrity. However, if a client is not satisfied with our services, they have the right to lodge a complaint. This policy outlines how we handle client complaints and ensures they are processed fairly, promptly, and e.iciently.
2. Definition of a Complaint
A complaint is defined as any expression of dissatisfaction made by a client (or an authorized representative) regarding a service, a product, or the behavior of an employee of our company.
3. Complaint Submission Channels
Complaints can be submitted free of charge through one of the following channels:
- By post:
JAR (Switzerland) SA
14 Rue du Rhône, 1204 Geneva - By email:
nicolas.stampfli@jarcapital.swiss - By telephone:
022/900.10.71
(Please note that verbal complaints must be confirmed in writing.)
4. Information to Provide
To facilitate the processing of the complaint, clients are asked to provide the following information:
- Full name and contact details
- A clear and detailed description of the issue
- Any relevant supporting documents
- Date of the events concerned
- Expectations or proposed resolution, if applicable
5. Complaint Handling
- Acknowledgment: We acknowledge receipt of any complaint within 5 business days.
- Assessment: Each complaint is assessed objectively and impartially.
- Response: A final response is usually provided within 20 business days from the date of receipt. If exceptional circumstances prevent us from meeting this deadline, the client will
be informed of the status of the process.
6. Escalation to a Mediation Body
If the client is not satisfied with our response or with the way the complaint was handled, they may contact our independent mediation body free of charge, in accordance with the Financial Services Act (FinSA):
OFS Ombud Finance Suisse
16, Boulevard des Tranchées, 1206 Geneva
022 808 04 51 / contact@ombudfinance.ch
7. Data Protection
All complaints are treated confidentially and in accordance with applicable data protection laws.
8. Policy Updates
This policy may be updated at any time. The version published on our website is the one currently in e.ect.