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Feedback & Complaints

The Bank appreciates feedback about its services, systems, practices, procedures, products and complaint handling.

Despite our commitment, we may not always be able to fulfill your expectations as a (potential) client. Please get in touch so we can address your concerns and find a solution. Making a complaint is free of charge.

• Directly to your client advisor or their supervisor – orally or in writing
• By filing a Complaint Form
• With a letter of complaint to the General Counsel of Gazprombank (Switzerland) Ltd:

Gazprombank (Switzerland) Ltd
attn. General Counsel
Zollikerstrasse 183
CH-8008 Zürich

Your complaint will be handled with care, objectivity and fairness.

If you choose to submit a complaint, please include the following:

  1. Contact details
  2. Position (e.g. account holder, client representative, lawyer)
  3. Relevant account number
  4. Description of the complaint
  5. Copies of relevant documents
    Upon receiving your complaint, we will contact you within ten working days. Thank you for your understanding.
Swiss Banking Ombudsman

If no mutually agreeable solution can be found, you can apply to the Swiss Banking Ombudsman, a free and impartial information and mediation service.

Generally, the Ombudsman only gets involved after the client has made a complaint in writing to the bank and the bank has had the opportunity to respond.

Swiss Banking Ombudsman
Bahnhofplatz 9
Postfach
8021 Zurich

Banking Ombudsman website

Please note: The use of e-mail can involve substantial risks such as lack of confidentiality, potential manipulation of contents or sender’s address, wrong recipient, viruses etc. Gazprombank assumes no responsibility for any loss or damage resulting from the use of e-mails. Gazprombank recommends in particular that you do not send any sensitive information, that you do not include details of the previous message in any reply, and that you enter e-mail addresses manually every time you write an e-mail.

Report Misconduct / Whistleblowing

Integrity is a key principle of Gazprombank. Therefore, we make clear to all our employees what we expect from them. However, if an individual or the bank falls short, you can help us by reporting what you have realized.

If you suspect you have seen any misconduct, please inform us through the following Complaint Form. This includes conduct that breaches laws, regulations or rules.

Please note that the information you provide will be accessible by members of the relevant regional investigations team, in order to enable your report to be triaged and investigated. If you do not wish to have your identity disclosed to the investigations teams, you can choose to submit your report on an anonymous basis by typing “anonymous” in fields which seek personal information.

Please fill out the Complaint Form only if you wish to make a complaint. If you wish to provide feedback about service quality, please fill out our Feedback Form.

Gazprombank employees should report misconduct via the internal channels provided.

You may raise concern by declaration or anonymously by sending a letter to:

Gazprombank (Switzerland) Ltd
Audit Committee
c/o Pestalozzi Rechtsanwälte AG
attn. Urs Klöti or Oliver Widmer
Löwenstrasse 1
CH-8001 Zürich

An investigation will take place immediately and with high level of confidentiality.

Please note: The use of e-mail can involve substantial risks such as lack of confidentiality, potential manipulation of contents or sender’s address, wrong recipient, viruses etc. Gazprombank assumes no responsibility for any loss or damage resulting from the use of e-mails. Gazprombank recommends in particular that you do not send any sensitive information, that you do not include details of the previous message in any reply, and that you enter e-mail addresses manually every time you write an e-mail.