Procedural and process information

Complaints handling procedure

We are committed to providing a high quality and professional service and to act with honesty, integrity and transparency. However, we understand that there may be times when you may feel we do not meet your expectations. Should this arise, we would like to know as soon as possible so that any issues can be resolved quickly. A summary of our Complaints Handling Procedure is available below which includes details on how to submit a complaint. You may also choose to send an email to complaints@ftvtrading.ch.

Should you be dissatisfied with our response to your complaint then you may approach the Ombudsman.

The role of the Ombudsman is explained and further questions and answers are provided.

GDPR and data privacy

The General Data Protection Regulation (GDPR) came into force on 25 May 2018. As data controllers, we recognise the importance of looking after personal data consistent with our legal obligations and wider corporate values.

You have the right to information about the personal data we process of you. In addition, you have the right to rectification of incorrect data and deletion of your data (“right to be forgotten”). You may also revoke your consent to the processing of personal data with effect for the future if processing is based on your consent. You may also be entitled to restrict the processing of your data, to object to it, and to the right to receive the data you provided in a structured, common and machine-readable format (“data portability”). You also have the option to file a complaint with a data protection supervisory authority. The data protection supervisory authority responsible for us is: Eidgenössischer Datenschutz- und Öffentlichkeitsbeauftragter, Feldeggweg 1, CH-3003 Bern. https://www.edoeb.admin.ch/edoeb/de/home/der-edoeb/kontakt.html.

Before submitting a complaint to the DPA, or in the course of your or other questions, please contact us: FTV Trading AG, Birmensdorferstrasse 123, 8003 Zurich or via email:

In order for us to process your request for your above-mentioned rights and to ensure that personal information is not disclosed to unauthorized third parties, please direct the request with a clear identification of your person and a brief description of the extent to which you exercise your above-listed rights of individuals affected.

Personal Information

Any information about your trading activities is used only for business purposes and is intended to increase the quality of service.

What kind of information do we use?

• In order to comply with relevant statutory provisions, the DPA, AMLA, FinSA, FinLA and GDPR in particular.
• Registration information you provided in the application (first name, middle name, last name, residential address, e-mail, confirmation that you older than 18 years of age, your income and assets.)
• For residents of some countries e.g. Germany, we are required to include your address on invoices in order for these to be recognised by local tax authorities
• Other documents used to verify your identity (passport or driver’s license).
• This information may be shared with compliance consultants in order to verify that we are meeting our regulatory commitments.
• In order to provide the service that we have contracted for
• Information about your trading transactions such as account balances and your trading activity.
• Our answers to your questions.
• This information is not shared with any third parties. We may be required to disclose this information to comply with statutory regulations.
• In order to maintain security on our website and other system
• Login and usage data
• This data may be shared with security consultants to ensure that security is maintained.

Disclosure to Legal Authorities

We may share your data with law enforcement, data protection and other authorities when:

• We are forced to do so by a court order;
• Required to report suspected illegal activity;
• It is neccesary to investigate violations of this privacy policy.

Anti-bribery, anti-corruption and sanctions

We take anti-corruption and anti-bribery seriously and strive to comply with the AML statutory requirements of Switzerland and various other countries where our clients may be resident. FTV Trading AG will only deal with clients and brokers in a limited number of countries that comply with AML sanction regimes.

Foreign Account Tax Compliance Act

The Foreign Account Tax Compliance Act (FATCA) requires US organisations to be satisfied with the FATCA status of non-US entities. FTV Trading AG does not deal with any US residents or brokers.