MDF AG — Modern Digital Finance
Freigutstrasse 22, 8002 Zurich, Switzerland
Version 2.0 | May 2026
Please read this Complaints Procedure carefully. It explains how MDF AG manages complaints and compliments, and sets out your rights and the steps available to you if you are not satisfied with our services. This Procedure applies to all clients, whether retail or corporate.
1. Introduction
1.1 MDF AG is committed to providing high-quality services to all of its clients. We recognise, however, that there may be occasions when our services or our handling of a matter falls short of the standard you expect. When that happens, we want to hear from you so that we can put things right and improve.
1.2 This Complaints Procedure explains how to submit a complaint or compliment, how we handle complaints once received, the timelines we aim to meet, and the options available to you if you remain dissatisfied after we have responded.
1.3 This Procedure applies to complaints and compliments relating to any service provided by MDF AG, including account management, transactions, fees, customer support, and security matters.
1.4 We handle all complaints free of charge. We are committed to treating every complaint fairly, with confidentiality and without prejudice.
2. Definitions
2.1 Complaint — Any expression of dissatisfaction, whether written or oral, from a client or prospective client relating to the provision of, or failure to provide, a service by MDF AG, where a response or resolution is explicitly or implicitly expected.
2.2 Compliment — Any expression of satisfaction or positive feedback from a client or prospective client regarding MDF AG’s services, staff, or processes.
2.3 Business Day — Any day other than a Saturday, Sunday, or Swiss public holiday on which banks in Zurich are open for business.
2.4 Working Day — For the purposes of this Procedure, used interchangeably with Business Day.
2.5 We / Us / Our — MDF AG, incorporated in Switzerland with company registration number CHE-323.398.672, whose registered address is Freigutstrasse 22, 8002 Zurich, Switzerland.
2.6 You / Your — The individual, company, or other legal entity that has opened or applied to open an MDF AG Account.
PART 2 — SUBMITTING A COMPLAINT OR COMPLIMENT
3. How to Contact Us
3.1 You may submit a complaint or compliment to us using any of the following channels:
3.2 When contacting us, please indicate clearly whether you are making a complaint or submitting a compliment so that we can direct your message appropriately.
3.3 All complaints and compliments are handled by our Compliance and Customer Support teams. If your matter relates to a potential security incident, please also follow the security notification steps set out in our Terms and Conditions.
4. What to Include in Your Complaint
4.1 To help us investigate and resolve your complaint as efficiently as possible, please include the following information when you contact us:
4.2 Complaints received without adequate identification may be treated as anonymous and we may be unable to investigate them. We reserve the right not to process complaints that do not contain sufficient information to permit a meaningful investigation.
4.3 If you are submitting a compliment, please include the name or role of the member of staff or team you wish to recognise, together with a brief description of the service or assistance provided.
5. Acknowledgement
5.1 We will acknowledge receipt of your complaint within 2 Business Days. Our acknowledgement will confirm that we have received your complaint, provide you with a unique reference number, and set out the expected timeframe for our response.
5.2 If we require any additional information or clarification from you in order to investigate your complaint, we will contact you as soon as practicable following our initial acknowledgement.
6. Investigation
6.1 Once we have received your complaint and all necessary information, a designated member of our Customer Support or Compliance team will review your complaint. This review will include an examination of the relevant account records, transaction history, and any correspondence associated with your matter.
6.2 Where your complaint involves a matter of particular sensitivity or complexity, it may be escalated to senior members of our Compliance team or to our management. We will keep you informed if this occurs.
6.3 We treat all complaints confidentially. Personal information submitted in connection with a complaint will only be used to investigate and resolve the matter and will not be disclosed to any third party except where required by applicable law or with your consent.
7. Resolution Timelines
7.1 We aim to resolve the majority of complaints within 15 Business Days of receipt. Where we are able to do so, we will send you our final response within that period.
7.2 In complex cases, resolution may take longer. Where we are unable to provide a final response within 15 Business Days, we will write to you to explain the reason for the delay and provide an estimated date by which we expect to respond. In any event, we aim to provide a final response within 35 Business Days of receipt.
7.3 If your complaint is particularly complex and requires further investigation beyond this period, we will contact you to explain the position and agree on appropriate next steps. We will provide you with a status update at intervals of no longer than 15 calendar days until the matter is resolved.
8. Our Response
8.1 Our final response to your complaint will:
8.2 Where we uphold your complaint in whole or in part, we may offer one or more of the following, depending on the nature and circumstances of the matter: correction of an error in your account; a refund of any incorrectly charged fees; compensation for direct financial loss caused by our error; an explanation and apology; or an improvement to our internal processes.
8.3 Where we do not uphold your complaint, we will provide a clear and reasoned explanation of our decision. A decision not to uphold your complaint does not affect any legal rights you may have.
8.4 If you have not responded to a request for additional information within a reasonable period, we may close your complaint file. You may reopen a complaint by resubmitting it together with the information requested.
9. Escalation Within MDF AG
9.1 If you are not satisfied with the response provided by our Customer Support team, you may request that your complaint be escalated to our Compliance team by contacting us at compliance@onramp.exchange and marking your communication for the attention of the Compliance Officer.
9.2 A senior member of our Compliance or Management Team will review your complaint and our earlier response and will provide you with a further written response within 10 Business Days of receiving your escalation request.
10. External Escalation — Private Clients
10.1 If you are a private client and remain dissatisfied after receiving our final response, or if we have not provided a final response within the timeframes described in this Procedure, you may refer your complaint to the Swiss Financial Services Ombudsman (Ombudsman des services financiers suisses — FinSO). The FinSO provides a free, independent mediation service for private clients and can be contacted at:
Swiss Financial Services Ombudsman (FinSO)
Talstrasse 20, 8001 Zurich, Switzerland
www.finso.ch
10.2 Referral to the FinSO is available to private clients only and is subject to the conditions set out by the FinSO. We will provide you with information about how to contact the FinSO in our final response where this is applicable.
11. External Escalation — Corporate Clients
11.1 Corporate clients who remain dissatisfied following our final response may pursue any legal remedies available to them. Any dispute arising under or in connection with these matters shall be subject to the exclusive jurisdiction of the competent courts of the Canton of Zurich, Switzerland, in accordance with our Terms and Conditions.
12. Compliments
12.1 We welcome compliments and positive feedback from our clients. Compliments are shared with the relevant members of staff or teams and contribute to the recognition and continuous improvement of our service standards.
12.2 You may submit a compliment using any of the contact channels set out in section 3 of this Procedure. We do not provide a formal written response to compliments, but all positive feedback is logged and reviewed as part of our service improvement process.
13. General Feedback
13.1 We also welcome general feedback about our platform, services, or processes. Feedback that does not constitute a formal complaint will be passed to the relevant operational team for consideration.
13.2 Providing feedback does not create any obligation on MDF AG to act on the feedback or to provide a substantive response.
14. Record-Keeping
14.1 We maintain a centralised complaints register in which all complaints are recorded, together with details of the investigation, the outcome, and any remedial action taken. This register is reviewed periodically by our Compliance team and senior management.
14.2 All records relating to complaints are retained for a minimum of 10 years and are maintained in a format accessible for internal review and, where required, for inspection by our supervisory body.
14.3 The confidentiality of complaint records is maintained in accordance with our Data Storage and Privacy Policy.
15. Continuous Improvement
15.1 We review complaint data at least annually to identify trends, systemic issues, and opportunities to improve our services and processes. The outcomes of these reviews are considered by our management team and used to inform service development and staff training.
15.2 Where a complaint reveals a systemic issue or a recurring error, we will take appropriate steps to rectify the underlying cause and to prevent recurrence.
15.3 Our Compliance Officer reports complaint statistics and trends to the Board and to our senior Management on at least a semi-annual basis.
16. Updates to This Procedure
16.1 We may update this Complaints Procedure from time to time to reflect changes in our services, regulatory expectations, or internal processes. The current version of this Procedure will always be available on our website.
16.2 If we make material changes to this Procedure that affect your rights, we will notify you in accordance with our standard communications process.
MDF AG | Version 2.0 | May 2026
If you have any questions about this Complaints Procedure, please contact us at compliance@onramp.exchange or write to us at MDF AG, Freigutstrasse 22, 8002 Zurich, Switzerland.
