Your opinion matters –
help us shape the future
With your feedback, you help us as a bank to continually review and improve our actions, our daily work, and our products. Share your thoughts with us – whether praise, suggestions, or criticism. We listen and take care of it.
Criticism
Critical feedback helps us move forward. Let us know what hasn’t worked as it should.
Our Complaint Management Principles
We take every complaint seriously and ensure that your concern is addressed transparently, promptly, and fairly. You can share feedback or submit a complaint via our online form, email, phone, or post. Our goal is to resolve issues quickly, provide clear solutions, and continuously improve our services. Below is an overview of how we process complaints and what you can expect.
Channels: Online form, email, phone, or post.
Required Information: Full contact details, description of the issue, desired outcome (e.g., correction of an error, service improvement), and relevant documents.
Acknowledgment: Confirmation of receipt within 2 business days.
Responsibility: Handled by specially trained staff, independent of sales.
Timeframe: Final response within 10 business days.
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Interim Notice: If resolution takes longer, you’ll be informed of the expected completion date.
Notification: You will receive a written response, including the results of our review and, where possible, solution proposals.
Rejection: If your complaint cannot be accepted, we will provide a clear and understandable explanation.
If no agreement can be reached, you may contact the Ombudsman of Private Banks for further mediation.
Get in Touch
+49 (0) 69 255 10 200
