Complaints procedure

This English version is provided for convenience. In case of doubt, the German version prevails.

How to reach us

If you are not satisfied with our service, please tell us: through the secure mailbox in the client portal, by email to (not yet published), by telephone on (not yet published) or in writing to (not yet published). Please give your account number, describe the issue and what you would like us to do.

What happens next

• We acknowledge your complaint within 2 business days and give you a reference number.
• A person not involved in the matter reviews your complaint.
• We send you a full written answer within 14 days. If we need longer, we will explain why and when to expect our answer.

If you remain dissatisfied

We are neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board (section 36 VSBG). Your right to go to the ordinary courts is unaffected. Data protection matters can also be raised with a data protection supervisory authority.

Records

We record every complaint and its outcome and use complaints to improve our service.