Information about the
complaints handling process
We take your needs very seriously. Please let us know if you are dissatisfied with the way we have dealt with your requests, have received insufficient information or would like to comment on anything else.
Submitting a complaint
Please address your complaint to:
Details relating to the complaint: To deal with your complaint, we need to know your customer account or securities account number, if available. We also require personal details such as your name and address, telephone number, as well as the subject of your complaint.
Confirmation of receipt: If we receive your complaint by telephone, you will be advised immediately that your inquiry is being processed and – if your concern cannot be resolved at once – you will be contacted in writing within 7 banking days. During the telephone conversation we may also discuss whether you need to send us documentation.
If we receive the complaint by post, fax or e-mail you will only be notified that we have received your request if it takes more than 7 banking days to process or if further documents are required.
Since every complaint is different, please understand that we cannot promise to deal with your complaint within a set period of time. However, we will do our best to process your complaint within 7 banking days. If it is not possible to process the complaint within that period, we will keep you informed about the progress.
Closing the complaint process
Once your complaint has been examined, you will receive our comments in writing. If we are unable or only partially able to meet your request, we will explain this in our written communication.
If you are not satisfied with our decision on your complaint, you may contact the following authorities for alternative dispute resolution:
– the Joint Arbitration Board for the Austrian Banking Industry [gemeinsame Schlichtungsstelle der Österreichischen Kreditwirtschaft],
– Mediation for Consumer Transactions [Schlichtung für Verbrauchergeschäfte],
You can also contact the Financial Market Supervisory Authority [Aufsichtsbehörde Finanzmarktaufsicht (FMA)], Otto-Wagner-Platz 5, 1090 Vienna, or submit any claims you believe you have to the ordinary courts.