Your satisfaction is important for us! We are always keen to serve our customers and potential customers and to pay attention to their requests, wishes and suggestions to improve our products and services. We also appreciate your
positive feedback.
You have the option to submit your complaint to us free of charge via the contact details above. We kindly ask you to describe your complaint as detailed as possible. Please write your first and last name, your account number
(if possible available), your telephone number and Email address.
How Will Your Complaint Be Processed?
If you send us your complaint in written form and include your Email address, you will receive a confirmation of receipt and further information regarding the complaints procedure per Email. If you notify us per phone, we will
inform you about the complaints procedure over the phone.
Your complaint or concern will be processed as soon as possible and conscientiously and we will endeavor to clarify the circumstances within 5 working days to your satisfaction.
Should it not be possible to finish a very complex complaint process within this period, we will of course inform you about the current status per Email or (in the case of absence of your Email address) by phone. We will
notify you as soon as the result of your complaint is received.
What Additional Options Do You Have?
If you do not agree with our proposal for a solution, you can submit your complaint to the authorities listed below or to the ordinary courts:
Online Dispute Resolution
Ombudsman Private Banks
The Federal Financial Supervisory Authority (BaFin):
