Are you unsatisfied with our service?

If you are not satisfied, please do not hesitate to contact us
in person, by phone, by Opens in a new tabemail or via a letter.

In the unlikely event that we are unable to reach an agreement, you can enlist support from a neutral third party by:

• Contacting the Opens in a new tabGerman private banks' ombudsman
• Contact the Opens in a new tabGerman Federal Financial Supervisory Authority BaFin (Bundesanstalt für Finanzdienstleistungsaufsicht)
• Filing a civil lawsuit

The bank participates in the dispute resolution procedure of the "German private banks' ombudsman scheme" (www.bankenombudsmann.de). This enables consumers to appeal to the private banks' ombudsman to resolve a dispute with the bank. If the subject of the complaint relates to a dispute over a payment services contract (Section 675f of the German Civil Code), customers who are not consumers can also appeal to the private banks' ombudsman.

More detailed provisions are contained in the "Rules of Procedure for resolving customer complaints in the German banking industry", which can be provided upon request or found online at www.bankenverband.de. Complaints must be made in text form (e. g. by letter or email) to the Customer Complaints Office of the Association of German Banks e.V., Postfach 04 03 07, 10062 Berlin, Germany, email: schlichtung@bdb.de.

Graurheindorfer Straße 108
53117 Bonn, Germany

Marie-Curie-Str. 24-28
60439 Frankfurt am Main, Germany
Telephone: +49 (0) 228 / 4108-0
Fax: +49 (0) 228 / 4108-123
Email: poststelle@bafin.de