BayernLB

Process for dealing with complaints

Customer satisfaction is our top priority. We have therefore set up a central complaints management system and implemented procedures for handling complaints. This enables you to voice criticism to us and rely on objective and timely processing.

Based on the complaints received, we can also recognize and rectify recurring errors and improve our processes. In this way, we want to increase your level of satisfaction and maintain a long-term customer relationship.

Who can submit a complaint?

All existing and potential customers (e.g. individuals, organizations, municipalities and companies) for which we provide or initiate activities related to banking services or investment services/ ancillary investment services, can submit a complaint.

What information must be conveyed?

In order to process your complaint promptly and completely, we need the following information from you:

  • Full contact details (address, telephone number, e-mail address if applicable)
  • Account, product or service to which your compliant relates
  • Description the facts of the case and state the purpose of the compliant (e.g., to correct an error, improve services, resolve a disagreement, etc.)
  • Copies of the documents necessary to understand the operation (if available)
  • If you contact us in the name of and on behalf of another person, please provide us with an authorization to represent this person

What is the procedure for processing a complaint?

Upon receipt, you will receive an acknowledgement of receipt together with information on the complaint procedure. You can also view this at any time on our website at www.bayernlb.de.

You will receive a response - depending on the complexity of the complaint - within a reasonable period of time after receipt of the complaint. If we need a little more time, we will inform you about the reasons and when our review is expected to be completed.

If we are able to process the complaint in a timely manner, you will receive a response instead of an acknowledgement of receipt. If we do not accept your complaint or do not accept it in full, you will receive an understandable explanation.

Should you decide to uphold your complaint, you have the option of involving the arbitration section of the Association of German Public Banks (Bundesverband Öffentlicher Banken Deutschlands (VÖB)):

Verbraucherschlichtungsstelle beim Bundesverband Öffentlicher Banken Deutschlands, VÖB
Postfach 11 02 72
10832 Berlin, Germany
Tel. +49 30 81 92-2 95
Fax +49 30 81 92-2 99
e-mail: ombudsmann@voeb-kbs.de

Furthermore, you have the option of taking legal action or filing a complaint with the German Federal Financial Supervisory Authority (Bundesanstalt für Finanzdienstleistungsaufsicht) if your complaint concerns an alleged violation of regulations, which is monitored by the Federal Financial Supervisory Authority.

The European online dispute resolution platform at http://ec.europa.eu/consumers/odr/ can also be used for the out-of-court settlement of disputes arising from purchase or service contracts concluded online.

Your compliant will be handled free of charge.