Money Back Ltd., trading as AssetTraceBack, is committed to maintaining the highest standards of professionalism, transparency, and client care in providing claims management and asset recovery services worldwide. We recognise that, despite our best efforts, there may be occasions where clients are dissatisfied. This policy explains how to raise concerns, how complaints are handled, and your rights during the process.
Submitting a Complaint
You can submit a complaint using any of the following methods:

• Email: support@assettraceback.com

Postal Address: Money Back Ltd., AssetTraceBack, Riesbachstrasse 58, 8008 Zürich, Switzerland
To help us handle your complaint efficiently, please include:

• Your full name, address, email, and contact number
• A clear description of your complaint, including relevant dates and context
• Copies of any supporting documentation (emails, agreements, transaction records)
• Your preferred resolution or outcome

We aim to acknowledge complaints submitted via email or phone within 24 hours, where possible.
Acknowledgement and Initial Review
We will formally acknowledge receipt of your complaint within 5 business days. This acknowledgement will include:

• Confirmation that your complaint is being reviewed
• Details of the next steps in the process
• An estimated timeframe for resolution

If additional information is required, we will contact you promptly.
Investigation and Resolution
All complaints are investigated thoroughly and impartially, in accordance with applicable Swiss, Australian, and international laws. We aim to resolve complaints efficiently, typically within 15 business days. If additional time is needed due to the complexity of the issue, we will:

• Inform you of the delay
• Provide a reason for the extension
• Give a revised timeframe for resolution

Our objective is to ensure a fair, transparent, and well-reasoned outcome.
Outcome of the Investigation
Once the investigation is complete, we will provide a written response summarising:

• The findings of our investigation
• How the complaint was assessed
• Any actions taken to resolve the issue
• Proposed resolutions, including compensation where appropriate

We strive to ensure all outcomes are fair, transparent, and compliant with applicable regulatory standards.
Escalation Options
If you are not satisfied with our response, you have the right to escalate your complaint to the relevant independent dispute resolution authority in your jurisdiction:

• For Australian clients: Contact the Australian Financial Complaints Authority (AFCA)
• For Swiss clients: Contact the relevant Swiss financial or consumer protection authority, if applicable.
• For other international clients: You may have the right to contact a local dispute resolution or regulatory authority, depending on your jurisdiction.

Escalation should generally occur within six months of receiving our final response.
Data Protection
We handle your personal data in accordance with Swiss law, Australian Privacy Principles, and applicable international data protection regulations.

• Data is collected only to investigate and resolve your complaint.
• Appropriate security measures are in place to protect your information.
• Data may be shared with regulators only where necessary and lawful.

You have the right to:

• Access your personal data
• Request corrections
• Request deletion (where applicable)

Data will be retained only as long as necessary in line with our retention policies.
Conclusion
We value client feedback as an essential part of improving our services. Every complaint is taken seriously and handled with professionalism, fairness, and transparency.
For assistance in submitting a complaint or questions about this policy, contact us using the details above. AssetTraceBack is committed to resolving concerns promptly, fairly, and in accordance with all applicable regulations.