To settle disputes with the Bank, consumers have the option of calling on the services of the ombudsman of the public-sector banks in Germany. 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 the ombudsman of the German public-sector banks. For more information see the "Verfahrensordnung für die Schlichtung von Kundenbeschwerden im Bereich des Bundesverbandes Öffentlicher Banken Deutschlands (VÖB)” (procedure for the arbitration of customer 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 the customer complaint system of the Association of German Public Banks.
Complaints must be sent in writing to: VÖB, Kundenbeschwerdestelle, Postfach 11 02 72, 10832 Berlin, Germany.
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.