Extrajudicial mediation and other avenues of complaint

The consumer has the opportunity of referring disputes with the Bank to the consumer mediation service established by the Association of German Public Banks (Bundesverband Öffentlicher Banken Deutschlands, VÖB). It is also possible for non-consumers to refer disputes concerning payment services and e-money to the consumer mediation service of the Association of German Public Banks.

The complaint must be submitted in a form readable as text (e.g. letter, email, fax) to:

Verbraucherschlichtungsstelle beim Bundesverband Öffentlicher Banken Deutschlands (VÖB)
Postfach 110272
D-10832 Berlin

>www.voeb.de

The procedural code of the mediation service dictates the procedure thereafter; this code will be provided on request. The Bank will participate in the mediation proceedings before this recognised consumer mediation service.


Dispute resolution for contracts concluded online

Alternatively, for dispute resolution relating to contracts concluded online, consumers may also refer their matter to the online platform under the following link:

>http://ec.europa.eu/odr


Information for complaints against payment service providers

For accusations of violations against

  • the German Payment Services Supervision Act,
  • Sections 675c through 676c of the German Civil Code or
  • Article 248 of the Introductory Act for the German Civil Code

it is also possible to submit a complaint to the Federal Financial Supervisory Authority.

The addresses are as follows:

Bundesanstalt für Finanzdienstleistungsaufsicht (German Federal Financial Supervisory Authority)
Graurheindorfer Strasse 108
D-53117 Bonn

and

Bundesanstalt für Finanzdienstleistungsaufsicht (German Federal Financial Supervisory Authority)
Marie-Curie-Strasse 24-28
60439 Frankfurt am Main