Transparency
We explain what we reviewed and why we reached each conclusion.
Complaints
If something about the service fell short, we want to know and to put it right. This page explains how to file a complaint with SQM Financerra, what information we need, how quickly we reply and who you can turn to if you are not satisfied with our answer.
What this procedure is for
A complaint is an expression of dissatisfaction with a product, a charge, a service interaction or a platform decision. For us it is valuable information: it helps us correct mistakes and stop them from happening again.
We commit to receiving every complaint respectfully, recording it, investigating it objectively and replying to you in writing. Filing a complaint costs nothing and does not affect your use of the account in any way.
The most frequent complaints concern delayed withdrawals, charges that are not understood, verification problems and access failures. If your case is urgent, such as an access you do not recognise, first use the account lock described on the security page and then file the complaint.
How to file a complaint, step by step
The procedure has four stages and each one has an owner and a deadline.
- 1
Send your complaint
Write to [email protected] with the subject "Complaint". You can also ask your personal manager to log it for you.
- 2
You get an acknowledgement
We reply with a case number and a summary of what we understood. If something is wrong, you correct it at that point.
- 3
We analyse the case
The Client Support and Compliance team reviews the account history, the conversations and the technical records, and may ask you for further information.
- 4
You receive the answer
We send a written reply with the conclusions, the measures taken and, where relevant, the compensation or correction agreed. If the complaint was caused by our mistake, we also explain what we changed so it does not happen again.
What information to provide
The clearer the complaint, the faster we can resolve it.
- Your full name and the email you registered the account with.
- A description of what happened, with dates and, if they exist, amounts and transaction numbers.
- Screenshots, emails or receipts that support what you tell us.
- The outcome you are hoping for, if you already know it.
What you should never send. Do not include passwords, second-step codes, API keys or your full card number. If you sent them by mistake, tell us straight away so we can protect your account.
Timelines
We answer within defined deadlines and tell you if we need more time.
| Stage | Deadline | Detail |
|---|---|---|
| Acknowledgement | 1 business day | Case number and a summary of the complaint. |
| Analysis | Up to 10 business days | Review of the information and a request for extra data if needed. |
| Final answer | Up to 15 business days | A written reply. If the case is complex, we tell you why and give a new estimated date. |
In Chile, consumer rights are governed by Law No. 19,496. The deadlines above are our service targets and do not limit the rights that law gives you.
If you are not satisfied
You can keep going through other routes without losing your rights.
If our answer does not settle your complaint, you can ask for a review by someone other than the person who analysed the case, writing to the same address and quoting your case number. That review is answered within ten business days.
Once that step is exhausted, or at any time if you prefer, you can turn to the competent bodies in Chile, such as the National Consumer Service (SERNAC) on consumer matters, or the Commission for the Financial Market (CMF) for questions about financial services. You can also go to the courts. You do not need to have filed a complaint with us first in order to do so.
Our commitments
Confidentiality
Only the team handling the case sees your data.
Objectivity
We assess facts and records without presuming who is right.
Communication and no retaliation
We keep you informed, and filing a complaint does not affect your account.
Contact for complaints
Write to [email protected]. We are available monday to friday, 9:00 to 18:00 (mainland chile time). For other matters, visit the contact page.