1. What we strive for
Customer satisfaction is our most important goal. We want to assist you with advice and services that are tailored to your needs. Should we nonetheless fail to meet your expectations to your full satisfaction, please don’t hesitate to contact us. We take every suggestion and criticism seriously and welcome complaints as an opportunity to improve our services so that we can respond even more effectively to your needs. This information is for you as our (potential) client. It is intended to provide you with information about our in-house complaints management process. Furthermore, it provides information concerning our privacy policy and additional options for out-of-court dispute resolution.
2. Where and how can you lodge a complaint?
Please lodge your complaint with:
Westend Bank AG
Wendelsweg 64
60599 Frankfurt am Main
Germany
Telephone: +49 69 660 595 6 00
Fax: +49 69 660 595 6 99
Email-Address:
3. Form and content of a complaint
Complaints can be submitted electronically, by letter, in person or over the phone. To be able to process your complaint without delay, we will need the following information from you:
- Your contact details (e.g. address, telephone number, email address, account number)
- Description of the facts and circumstances
- Specification of what you want to achieve with your complaint
- Copy of documents supporting your complaint (if available)
4. Complaint management process
The first step in the complaints management process is an acknowledgement of receipt of your complaint.
We strive to respond to your complaint as quickly as possible. The specific time required to process a complaint may vary and depends in particular on the complexity of the case or the need to involve third parties.
As a general rule, we aim to respond within two weeks. If a final clarification of the matter is not possible during this period, we will notify you accordingly and indicate the further course of action in an interim notification.
We will inform you when the processing of your complaint is expected to be completed. Once your complaint has been processed, you will receive a timely comprehensive response to your complaint.
5. Privacy policy
For information on the processing of your personal data by us and your rights and remedies under the data protection regulations pursuant to Articles 13, 14, 21 of the General Data Protection Regulation please refer to our notice regarding the collection of personal data for complaints management purposes. You can also let us know if we should send you our privacy policy by post.
6. Additional options for out-of-court dispute resolution
If you do not agree with the solution proposed by Westend Bank AG, you may contact the following institutions for out-of-court dispute resolution:
Deutsche Bundesbank
Schlichtungsstelle
Wilhelm-Epstein-Straße 14
60431 Frankfurt am Main
Germany
Email:
Federal Financial Supervisory Authority (BaFin)
Schlichtungsstelle
53117 Bonn
Germany
Email:
Customer Complaints Office at Bundesverband deutscher Banken e.V.
Postfach 040307
10062 Berlin
Germany
Fax: +49 30 1663 3169
Email:
www.bankenombudsmann.de