In order to ensure that your complaint is examined and answered promptly, you should describe the underlying facts (including the account, product or service to which your complaint relates) and your concerns as specifically as possible. You should also provide us with your current contact details (address, telephone number and, if applicable, e-mail address) for any queries, if we do not already have them.
How does the complaint procedure work? We will process your complaint promptly and examine it impartially. As necessary, we will gather and review all relevant evidence and information.
We will usually respond to your complaint within 15 working days of receiving your complaint. Complaints regarding your rights and obligations as a payment service user according to Sections 675c to 676c of the German Civil Code (BGB) or Article 248 of the Introductory Act to the German Civil Code (EGBGB) will be answered within 15 working days of receipt of the complaint at the latest.
If, in exceptional cases, we cannot answer your complaint within the aforementioned deadlines, we will inform you about this, the reasons for the delay and the expected processing time. We will answer a complaint regarding your aforementioned rights and obligations as a payment service user or Article 248 EGBGB no later than 35 working days after receipt of the complaint.
How does the complaint procedure end? You will receive an answer from us in which we will inform you of the result of our examination. If we cannot fully comply with your request, we will explain our position to you.