Legal
Complaints procedure
If something didn't go as it should, we want to know — and you should know what happens next. This procedure is binding and free of charge.
How to submit a complaint
Write to us by email with the subject "Complaint" or by post to the address given in the legal notice. No particular form is required; a written complaint is, however, easier for both sides to trace than a phone call.
So we can act quickly, please include:
- your name and customer number,
- what it concerns — with date, amount and transaction reference if it relates to an entry,
- what should have happened in your view,
- how we can reach you.
What happens next
- 01
Acknowledgement
Within ten business days you receive an acknowledgement with a case number and the name of the person handling your complaint.
- 02
Review
We review the matter based on entries, logs and your information. If needed we ask follow-up questions — please reply, otherwise processing is delayed.
- 03
Reply
You receive a reasoned reply in writing, usually within one month of receipt. If it takes longer, we tell you why and when to expect it.
- 04
Remedy
If the complaint is justified, we correct the matter — for example by reversing a fee — and tell you what we are changing so it doesn't happen again.
If you disagree with the reply
You can have the reply reviewed again within the procedure; the review is then carried out by a different person from the one who first replied.
Independently of that, out-of-court dispute resolution and the ordinary courts remain open to you. PLACEHOLDER — This detail is not yet available.