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
email: ombudsmann@voeb-kbs.de
www.voeb.de

In the event of alleged breaches of the German Payment Services Regulation Act (Zahlungsdiensteaufsichtsgesetz), sections 675c – 676c of the German Civil Code or section 248 of the Introductory Act to the German Civil Code (Einführungsgesetz zum Bürgerlichen Gesetzbuch), complaints can also be submitted to the German Federal Financial Supervisory Authority at Bundesanstalt für Finanzdienstleistungsaufsicht
Graurheindorfer Str. 108
53117 Bonn, Germany
and
Marie-Curie-Str. 24 – 28
60439 Frankfurt am Main, Germany.

For disputes which fall under German payment services law (Sections 675c to 676c of the German Civil Code or Article 248 of the Introductory Act to the German Civil Code), you also have the option of lodging a complaint directly to us (BayernLB´s name and address including e-mail address see right). We will reply to formal complaints in text form, i.e. in a letter, fax or e-mail.

The European Commission has created an online arbitration platform (http://ec.europa.eu/consumers/odr/). 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.