How to submit a complaint to Maclear: process, response timeline, and escalation
06/24/2026
3 min
To submit a complaint to Maclear, email support@maclear.ch with a clear description of the issue and any supporting documents. Maclear acknowledges complaints within 1–2 business days and aims to resolve them within 10 business days. If the issue remains unresolved, you can escalate to PolyReg SRO, the self-regulatory organization that supervises Maclear under Swiss AML law.
What counts as a complaint and what goes to regular support
A complaint is a formal objection — a written statement that the platform has not met its obligations or has acted incorrectly. Examples: a withdrawal processed to the wrong account, a bonus not credited despite meeting the conditions, an account suspended without explanation.
Routine questions — deposit timelines, verification status, how AutoInvest works — go through the standard support channel: describe the issue in the chat and click "Answer didn't help me." A support agent will respond by email.
If you are unsure whether your issue is a complaint or a support request, start with the chat. Support can escalate internally.
How to submit a complaint
Send your complaint to support@maclear.ch. Include:
Your full name and the email address linked to your Maclear account
A clear description of what happened, with dates
The outcome you are requesting
Any supporting documents: screenshots, transaction confirmations, correspondence
For urgent or unresolved matters involving a financial dispute, you can also write to info@maclear.ch, as specified in the General Terms and Conditions (section 12.4).
What happens after you submit
Maclear acknowledges receipt within 1–2 business days. Complex cases — those involving transaction disputes, compliance reviews, or coordination with partner banks — may take longer than 10 business days. If that happens, Maclear will notify you and provide an updated timeline.
You will receive all correspondence at the email address registered on your account.
How do I escalate if Maclear does not resolve my complaint?
If you are not satisfied with Maclear's response, you can escalate to PolyReg SRO — the self-regulatory organization that supervises Maclear under Swiss AML law. PolyReg can be contacted directly through their official website at polyreg.ch. For legal disputes not subject to arbitration, the courts of Wallisellen, Switzerland have exclusive jurisdiction, and Swiss law governs the agreement (General Terms and Conditions, section 12.1).
What if I submitted a complaint through the chat but have not heard back?
If more than 2 business days have passed without a response, send a follow-up email to support@maclear.ch and reference your original message date. Include your account email and a brief description so the team can locate your case.
Can I submit a complaint if my account has been suspended?
Yes. Account suspension does not prevent you from submitting a complaint. Use support@maclear.ch or info@maclear.ch. Include your registered email address so the team can identify your account.
How long does Maclear keep records of my complaint?
Under Swiss law and the platform's General Terms and Conditions, Maclear retains account and transaction records for 10 years. Complaint correspondence is stored as part of your account history for the same period.
Regulatory disclosure: Maclear AG, registered in Switzerland, member of PolyReg SRO, a self-regulatory organization supervised by FINMA.