Complaints
Dear customers,
As Yapi Kredi Bank Deutschland GmbH & Co. OHG (former Bankhaus J. Faisst OHG), we place a high priority on your complete satisfaction with our products and services. Ensuring and protecting the interests of our all customers is our primarily goal. We believe that customer complaints, requests and suggestions are valuable feedback which gives us an opportunity for the continuity of the relationship with you and for improvement of our products and services.
Hereby our main principles about your complaints:
- Protection of our customers‘ interests
- Solution without conflict of interests
- Fast complaint handling; first-touch finalization
- Providing clear, understandable, and satisfying information throughout the entire process
- Confidentiality
Contact options that you can select to reach us:
- Via your Relationship Manager at the head office or at the branches
- Directly by post/phone/email/fax to our complaint management team:
Yapi Kredi Bank Deutschland GmbH & Co. OHGG
z.Hd.:Complaint Management
Neue Mainzer Straße 75
60311 Frankfurt am Main
Phone: 069/5095465-65
Email: wecare@yapikredi.de
Fax : 07834/987-29
To enable us to review your complaint or request and respond as promptly and transparently as possible, please provide the following information:
- Your name, account or customer number
- Your contact details (address, phone number, e-mail address, etc. )
- Description of your complaint, request, wish and suggestion
- Related product/service
If you do not have all the information, please explain the situation as precisely as possible, so we can find a solution for that without any delay.
After you successfully submitted your complaint, we will send you a confirmation email and we will deal with your request within 7 working days. If we need more time for the final processing, you will receive an interim notification from us.
For the case you aren’t satisfied with our response, you have also further options to address your objection:
We participate in the dispute resolution procedure of the consumer arbitration board "Ombudsmann der privaten Banken" (www.bankenombudsmann.de). There, you have the option of calling on the arbitration board of private banks to settle a dispute with us. If the subject of the complaint concerns a dispute about a payment services contract (Section 675f of the German Civil Code), customers who are not consumers can also call on the arbitration for private banks. Further details are set out in the "Rules of procedure for the arbitration of customer complaints in the German banking industry", which can be provided on request or accessed online at www.bankenverband.de.
The complaint must be submitted in text form (e.g. by letter, fax or e-mail) to the Customer Complaints Office at the Association of German Banks:
Bundesverband deutscher Banken e. V.
Ombudsmann
Postfach 040307
10062 Berlin
E-mail: schlichtung@bdb.de
Fax: 030/1663-3169
Furthermore, you may at any time submit a complaint in writing or for the record with the Federal Financial Supervisory Authority (BaFin) about violations by the Bank of the Payment Services Supervision Act (ZAG), Sections 675c to 676c of the German Civil Code (BGB) or Article 248 of the Introductory Act to the German Civil Code (EGBGB).
Bundesanstalt für Finanzdienstleistungsaufsicht
-Schlichtungsstelle-
Graurheindorfer Straße 108
53117 Bonn
E-mail: schlichtungsstelle@bafin.de
Fax: 0228/4108-62299
The European Commission has set up a European online dispute resolution platform (ODR platform) at http://ec.europa.eu/consumers/odr/. You can use the ODR platform to settle a dispute arising from an online contract with a company established in the EU out of court.
Yapi Kredi Bank Deutschland GmbH & Co. OHG