Management of Complaints

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Management of Complaints

ProCredit Bank is a responsible bank. We place great value on careful operating procedures and on transparency in our communication with clients. If, however, you are dissatisfied with any of our services, we would appreciate you notifying us of the reasons. The following information gives details of how we handle complaints.

What constitutes a complaint and who can lodge a complaint?
A complaint should always relate to particular circumstances in connection with one of the services we provide and can be lodged by a client or by a potential client.

How can I lodge a complaint?
You can send us your complaint (in German or English) in one of the following ways:

by e-mail:
by telephone:(069) 719 129 100
by post: ProCredit Bank AG, Postfach 90 04 67, 60444 Frankfurt am Main

How long will it take to handle the complaint?
The appropriate department will process your complaint within 15 days of receipt and contact you in writing. Should the processing take longer, a member of staff will contact you in order to inform you of the reasons for the delay and to let you know when you can expect the matter to be concluded.

Further information:
You are also able to use the arbitration service offered by the Ombudsman for Private Banks. In this case, complaints should be addressed in writing (by post, fax or e-mail) to:

Customer Complaints Office
Bundesverband deutscher Banken (Association of German Banks)
Postfach 04 03 07, 10062 Berlin.
Fax: (030) 1663-3169
Further details on this subject can be found in section 21 of our General Terms and Conditions and on the Association of German Banks’ website

You can also contact the German Federal Financial Supervisory Authority (BaFin). Further details are available here.

If the matter involves an online contract, as a consumer you are entitled to take advantage of the services of the EU’s out-of-court Online Dispute Resolution (ODR) Platform.