Complaint management

Principles of complaint management

  1. Our claim
    Your satisfaction is our highest priority. We always aim to provide you with customised advice and services. However, it may be that we do not fulfil your expectations to your complete satisfaction. If this happens, please contact us. We take every suggestion and criticism seriously and always see complaints as an opportunity to improve our service and thus to respond even more specifically to your concerns. This information is aimed at you as our (potential) customer and is intended to provide you with information about our complaints process. We will also inform you about our privacy policy and other options for out-of-court dispute resolution.
  2. Where and how can you complain?
    Please submit your complaint to the following address:

Westend Bank AG
Wendelsweg 64
60599 Frankfurt am Main
Germany
Telefon: +49 69 660 595 6 00
Fax: +49 69 660 595 6 99
E-mail address: Beschwerdemanagement@westendbank.de

3. Form and content of the complaint
You can address your complaint to us electronically, in writing or verbally. In order to process your complaint immediately, we need the following information from you:

  • Your contact details (address, telephone number, e-mail address if applicable, account number if applicable)
  • Description of the facts
  • State what you wish to achieve with your complaint
  • Copy of documents supporting your request (if available)

4. Complaints procedure

  • In the first instance, you will receive confirmation that your complaint has been received.
  • We will always endeavour to respond to your complaint as quickly as possible. The specific duration of the individual processing of a complaint depends in particular on its complexity or the need to involve third parties.
  • In principle, we endeavour to reply within two weeks at the latest. If it is not possible to clarify the matter conclusively within this time, we will inform you of this and of the next steps in an interim message.
  • At the same time, we will let you know when we expect the processing of your complaint to be completed. Once the complaint has been processed, you will receive a comprehensive response to your complaint in a timely manner.

5. Note on data protection
Information pursuant to Articles 13, 14, 21 of the General Data Protection Regulation regarding the processing of your personal data by us and your claims and rights under data protection regulations can be found in our privacy policy section on complaints management. We will also be happy to send you our privacy policy on request.

6. Further options for out-of-court dispute resolution
If you do not agree with the final solution proposed by Westend Bank AG, you can contact the following institutions for out-of-court dispute resolution:

Bundesverband deutscher Banken e.V.
Postfach 040307
10062 Berlin
Fax: +49 30 1663 3169
E-mail-adress: ombudsmann@bdb.de
www.bankenombudsmann.de