Complaints

Last updated 9 October 2026

How to complain

All complaints are made in writing, by secure message from your client area, choosing the topic “Complaint”. This keeps a dated record of your complaint and of every exchange that follows, and it lets us verify that the message comes from the holder of the account. We do not accept complaints by email, telephone or social media, and nobody from Lombard Private will contact you through those channels.

If you can no longer sign in to your account, restore your access with your recovery kit. If that is not possible, you can open a new account, which requires no personal details, and send your complaint from it, quoting the account number and loan reference concerned if you have them.

What to include

To help us deal with your complaint quickly, please tell us:

• the loan reference concerned, if your complaint relates to a loan;
• what happened, and when;
• the amounts involved, and any payment reference or blockchain transaction identifier that is relevant;
• what you would like us to do to put things right.

Never include your password, your recovery kit, a private key or a seed phrase in a message. We will never ask for them.

What happens next

1. Promptly

   We acknowledge your complaint

   We confirm in your client area that we have received your complaint and give you a complaint reference.

2. As needed

   We investigate

   A member of our team who was not involved in the matter reviews your complaint and the records of your account and loans. We may ask you for further information through your client area.

3. Within 15 business days

   We give you our answer

   We aim to send you a full written answer within 15 business days. If we need more time, for example because a bank or a third party is involved, we explain why and tell you when you can expect our answer.

If you are not satisfied

If you are not satisfied with our answer, reply to it in your client area and ask for your complaint to be reviewed. A senior member of our team who has not been involved in your complaint will review it and send you our final response, which sets out our position and the reasons for it.

Outside Lombard Private

Depending on your country of residence and your situation, you may be able to refer your complaint to an out-of-court dispute-resolution body or to a court. Our final response will indicate the options available to you that we are aware of. Using our complaints procedure does not prevent you from exercising your legal rights.

Your loan in the meantime

A complaint does not suspend your loan and pledge agreement: interest continues to accrue, and alerts, margin calls and liquidations continue to apply according to its terms. If your complaint concerns a loan whose loan-to-value is close to a threshold, you can still add collateral or repay part of the loan at any time. If you suspect that someone has accessed your account, change your password and tell us immediately, choosing the topic “Security”: it will be dealt with as a matter of urgency.

How we handle complaints

• Complaints are free of charge, and we treat every one fairly and on its merits.
• We keep a record of each complaint, of our answer and of any action taken.
• We look at complaints together to spot recurring problems and correct their causes.
• The information you give us is processed in accordance with our privacy notice.