Complaints
Your satisfaction matters to us
If something didn't go as you could rightly expect, we want to know. Every complaint is handled free of charge, confidentially and fairly.
How we handle your complaint
- 1
Receipt
Submit your complaint via the form, by email or by post.
- 2
Confirmation
You receive an acknowledgement with a reference number within three working days.
- 3
Review
A person not involved in the matter reviews it carefully and obtains statements where needed.
- 4
Response
You usually receive a reasoned response within 15 working days. If we need longer, we tell you why and give a new deadline.
Our principles
- Complaints handling is free of charge for you.
- Complaints are reviewed independently of the contact involved.
- We record every complaint and use it to improve our processes.
- We treat your details confidentially and in line with the GDPR.
Out-of-court dispute resolution
If you are not satisfied with our response, disputes relating to loan brokerage contracts (§§ 655a ff. German Civil Code) can be referred to the consumer arbitration board at the Deutsche Bundesbank (§ 14 Injunctions Act, UKlaG). Information: www.bundesbank.de/schlichtungsstelle.
Your right to go to court remains unaffected.