Information on the handling of complaints

Client satisfaction is our top priority. We take any form of criticism seriously, and we will undertake immediate steps to identify potential for improvement.

Who should you contact?

• Your client advisor will act as your direct contact person. He or she will follow up on all your questions, concerns or complaints. Please feel free to communicate any issues with your direct contact person via e-mail, telephone or by mail. 

• Alternatively, you may send your concern to the following (e-mail) address:

Deutsche Pfandbriefbank AG
Corporate Office – Complaints Management
Freisinger Strasse 5
85716 Unterschleissheim, Germany
E-mail: Beschwerdemgt(at)pfandbriefbank.com

• As a pbb direct customer, please use the following address for submitting your complaint:
pbb direct Customer Service
PO Box 20 02 52
08002 Zwickau, Germany
E-mail: service(at)pbbdirekt.com
Telephone: +49 89 9192-90900

Information we need from you

Please provide us with the following information, so that we can swiftly respond to your concerns:
1. Complete contact details of the person submitting the complaint (address, telephone number, e-mail address if applicable)
2. Account, product or service the complaint refers to
3. Description of the facts
4. Please provide us with as much detail and information as possible concerning the intention of the complaint (e.g. troubleshooting, improving services)
5. If applicable, please provide copies of any documents necessary to understand the process

What you can expect from us

We will process your complaint promptly, and examine it without bias. Should we be unable to settle your concerns immediately, we will send you a written confirmation of receipt. Usually, we will endeavour to answer your complaint within approximately 15 working days following receipt.
If your complaint or concerns are particularly complex, and our inquiries are taking longer than expected, we will inform you accordingly. We will also give you the reasons for the delay, and tell you how long the expected processing time is.
Should we be unable to satisfy your complaint, we will of course explain our position to you.
How to take your complaint to third parties, if necessary

How to take your complaint to third parties, if necessary

Should you be unhappy with our solution, you can take legal action or turn to another entity with your complaint:

German private banks' Ombudsman Scheme Office, within the Association of German Banks (Bundesverband deutscher Banken e.V.)

PO Box 04 03 07
10062 Berlin, Germany
Phone: +49 30 1663-3166
Fax:  +49 30 1663-3169
E-mail: ombudsmann(at)bdb.de

More details are provided by the Procedural Guideline for Resolving Customer Complaints in the German Banking Sector ("Verfahrensordnung für die Schlichtung von Kundenbeschwerden im deutschen Bankgewerbe"), which is available upon request, or which can be found online at www.bankenverband.de.

German Federal Financial Supervisory Authority (BaFin)

Graurheindorfer Strasse 108
53117 Bonn, Germany
Phone: +49 228 4108-0
Fax:  +49 228 4108-1550
E-mail: poststelle(at)bafin.de

For details, please refer to the BaFin homepage: www.bafin.de.

European Online Dispute Resolution Platform

The European Commission has launched a European Online Dispute Resolution Platform (OD Platform) under http://ec.europa.eu/consumers/odr/. Consumers may use this OD Platform for an out-of-court settlement of a dispute arising from online contracts with an EU-based company.