DenizBank AG

Feedback Management

We take care of your requests.

Your satisfaction is important for us! We are always keen to serve our customers and to pay attention to their requests, wishes and suggestions to improve our products and services. We also appreciate your positive feedback.

How to Reach Us?

  • per Post

DenizBank (Wien) AG
z.H. Feedback Management
Münchener Straße 7
60329 Frankfurt/Main

  • personally

in our 16 Filialen

  • per Telephone

0800 488 66 00

  • per Fax  

+49 69 - 4272 603-4629

  • per E-Mail    

feedbackde@denizbank.de

  • Contact Form

Click here

How Do You Make a Complaint?

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 e-mail address.

How Will Your Complaint Be Processed?

If you send us your complaint in written form and include your e-mail address, you will receive a confirmation of receipt and further information regarding the complaints procedure per e-mail. 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 e-mail or (in the case of absence of your e-mail 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

The European Commission has set up a European online dispute settlement platform (OS platform) at http://ec.europa.eu/consumers/odr. The OS platform may be used by a consumer for the out-of-court settlement of disputes arising from online contracts with a company established in the EU. This information is provided by DenizBank AG independently of participation in a European alternative dispute settlement procedure.

Ombudsman Private Banks

The DenizBank AG participates in the dispute resolution scheme run by the consumer arbitration body “The German Private Banks’ Ombudsman” (www.bankenombudsmann.de). Consumers may have any disputes with the Bank resolved by the Ombudsman. Where disputes concerning a payment services contract (Section 675f of the German Civil Code) are involved, customers who are not consumers also may request their resolution by the Ombudsman. Further details are contained in the “Rules of Procedure for the Settlement of Customer Complaints in the German Private Commercial Banking Sector”, which are available on request or can be downloaded from the Internet at www.bankenverband.de. Complaints should be addressed in text form (e.g. by letter, telefax or email) to the Customer Complaints Office at the Bundesverband deutscher Banken (Association of German Banks), Postfach (P.O. Box) 040307, 10062 Berlin; fax: +49 (0)30 16633169; email: ombudsmann@bdb.de.

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