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Money · Switzerland
Updated September 2026

🏦 A loan, credit card or buy-now-pay-later company treats me unfairly — who do I contact?

Direct answer

Every lender must have a complaints procedure and answer within a fixed deadline, so start there in writing. When they refuse, ignore you or the deadline passes, Schweizerischer Bankenombudsman (043 266 14 14) — the financial ombudsman for Switzerland — decides for free and the lender must follow. FINMA (031 327 91 00) licenses lenders and takes complaints about unlicensed or predatory lending, hidden costs and unfair terms. Stiftung für Konsumentenschutz (SKS) (konsumentenschutz.ch) helps with your rights as a consumer, such as the 14-day withdrawal from any credit agreement.

Call firstSchweizerischer Bankenombudsman
Report toFINMA
If that failsStiftung für Konsumentenschutz (SKS)

🗣️ What to say

"I make a formal complaint about agreement [number]. [The interest / fee / charge] was not disclosed clearly / is not in the contract / the payment plan was changed without my consent. I ask you to [refund / correct] within the legal deadline and to confirm in writing."

🪜 Step by step

  1. Complain to the lenderIn writing, with the word "complaint". They must answer within the legal deadline (often 15 working days, up to two months).
  2. Check the paperworkPre-contract information, total cost of credit, APR — missing or misleading information can make fees unenforceable.
  3. Withdrawal rightAny consumer credit can be cancelled within 14 days without reason, repaying only the capital and interest for the days used.
  4. Escalate to Schweizerischer BankenombudsmanFree, in writing, binding on the lender up to a limit. Attach the complaint and the answer.
  5. Unlicensed lender: FINMACheck the register. An unlicensed lender cannot enforce interest and may not enforce the loan at all.

📇 All contacts

Schweizerischer BankenombudsmanFree mediation in disputes with banksAfter complaining to the bank without a solution📞 043 266 14 14🔗 www.bankingombudsman.ch
FINMASupervises banks and insurers; warning listUnauthorised firms, systematic misconduct📞 031 327 91 00🔗 www.finma.ch
Stiftung für Konsumentenschutz (SKS)Advice, template letters, complaints deskWhen the seller refuses🔗 www.konsumentenschutz.ch
Schuldenberatung Schweiz (Fachstellen der Kantone)Free budget and debt adviceAs soon as bills cannot be paid🔗 www.schulden.ch

❓ Frequently asked

Buy-now-pay-later counts as credit?

Yes since the 2023 consumer credit rules: same complaint rights, same ombudsman, and the fees must be disclosed up front.

They added a "late fee" I never saw

A fee not in the contract cannot be charged. Dispute it and complain; the ombudsman removes these routinely.

Can they take money from my account?

Only with a valid direct-debit mandate you gave. You can revoke the mandate at the bank and reverse unauthorised debits.

📎 Sources

Last checked: 2026-09-26

🔎 Common searches

Recognise your own search? The answer above covers all of these.

  • “loan company complaint Switzerland”
  • “financial ombudsman credit dispute”
  • “credit card fee not disclosed refund”
  • “buy now pay later complaint”
  • “withdraw from credit agreement 14 days”

🧭 Is this still correct?

We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.

🔗 Related questions

🔒Account blocked→💸Debt help→💳Scammed online→⚡Energy bill dispute→

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