DZ HYP. Because we can.
Customer information on transactions in securities and other financial instruments
Principles of complaint management
We want to provide a range of first-class services at all times. To achieve this, your satisfaction is our top priority. Please let us know if we have nonetheless failed to meet your expectations.
How can you contact us?
You can send your complaints to us by post, e-mail, fax or by phone. In order that we might process your query as efficiently as possible, please state your name, address, customer number and a brief summary of your enquiry.
What other options do you have?
Regardless of the aforementioned channels of communication through which you can reach us, you can also contact an extrajudicial arbitration body. This “Ombudsman” arbitration body acts as an intermediary in disputes between customers and banks.
Address and contact details of the Ombudsman:
Bundesverband der Deutschen Volksbanken und Raiffeisenbanken – BVR
Facsimile: +49 30 2021-1908
If you disagree with the decision arrived at by the Ombudsman, you may still resort to the courts. Furthermore, you may approach the financial supervisory authority responsible for us:
Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin):
Graurheindorfer Str. 108
53117 Bonn, Germany
PO Box 1253, 53002 Bonn, Germany
Telephone: +49 228 4108-0
Facsimile: +49 228 4108-1550
Additional information is to be found on www.bafin.de.
What is the status quo regarding complaints handling?
Your complaint will be reviewed within the scope of an independent procedure by the Complaints Management team. In this context, all the relevant documents available to us will be subject to a renewed comprehensive and intensive review. We spare no effort in resolving your issues confidentially, individually and to your satisfaction.
Upon receipt of your complaint, we will process it immediately and send you a written confirmation of receipt to this effect. Where it is not possible to process complaints immediately, you will be given an interim response and continue to be kept informed about the next steps.