Information on the processing of complaints
The satisfaction of our customers is our top priority. However, if there is cause for criticism, we take it seriously and try to identify potential for improvement.
Who to contact
As your direct contact, your account manager will follow up on any questions, concerns or com-plaints you raise during your conversations. Alternatively, you can contact your direct contact by e-mail, phone or mail.
You are also welcome to send your concerns by mail or e-mail to the following address:
Informationen we require
In order to respond to your request expeditiously, we request the following information:
- Complete contact information for the complainant (address, telephone number, email address, if available)
- Product or service to which the complaint relates
- Description of the facts
- Formulation of the request or an indication of what the complaint is intended to achieve (e.g. rectification of errors, improvement of services)
- if applicable, copies of the documents necessary to understand the case.
What to expect
We will process your complaint promptly and review it without bias. If we are unable to resolve your concern immediately, we will send you a written acknowledgement of receipt. As a rule, we will endeavor to respond to your complaint within approximately 15 working days of receipt of your complaint.
If our investigation of your complaint takes longer due to complex circumstances, we will inform you of the reasons for the delay and the expected processing time. If we are unable to respond to your complaint in a particular case, we will explain our position to you.
Complaints to third parties
If we have not found a satisfactory solution for you, you have the option of taking legal action or contacting another office with your complaint:
Federal Financial Supervisory Authority (BaFin)
Graurheindorfer Str. 108
Tel.: +49 (0) 228 4108-0
Fax: +49 (0) 228 4108-1550
60439 Frankfurt am Main
Details are available on the homepage at www.bafin.de.