Out-of-court settlement

To settle disputes with the Bank, consumers have the option of calling on the services of the Consumer arbitration board of the Association of German Public Banks (Bundesverband Öffentlicher Banken Deutschlands, VÖB). If the subject of a dispute falls under German payment services law (Sections 675c to 676c of the German Civil Code), customers who are not consumers may also call on on the services of the Arbitration board of the Association of German Public Banks (VÖB). For more information see the "Verfahrensordnung für die Schlichtung von Beschwerden im Bereich des Bundesverbandes Öffentlicher Banken Deutschlands (VÖB)” (procedure for the arbitration of complaints for the Association of German Public Banks (VÖB)). This publication is available on the VÖB website but will be sent to you upon request. The Bank participates in this recognized Consumer arbitration board.

Complaints must be sent in text form to:
Verbraucherschlichtungsstelle beim Bundesverband Öffentlicher Banken Deutschlands (VÖB)
Postfach 11 02 72
10832 Berlin

The European Commission has created an online arbitration platform ( As a consumer you may use this platform to settle disputes out of court arising from a purchase or service agreement concluded online. For other disputes, please refer to the VÖB arbitration section.