complaint process

Our objective is to offer you products and services which meet your expectations and standards. We strive to seek your utmost satisfaction.
Nevertheless, if you are not satisfied please let us know. For this is the only way we can learn from our mistakes and avoid them in the future.
Our complaint management consists of simple and transparent steps. We will keep you informed without delay.

How to get in touch with us

You can submit your complaint in different ways:

  • As your direct contact, your account manager will pursue all your inquiries, concerns or complaints.
  • You can also send your complaints to our centralized complaint management at beschwerde(at)ibb-ag.comPhone +49 7541 304 158.

We will need the following information from you

The more precisely you describe the situation which annoyed you the faster and more effectively can we solve your matter. Please send us the following information:

  • Time  of occurrence of your issue
  • Account number, product and/or service, to which your complaint refers
  • Telephone number, e-mail address
  • Description of the issue and how you are affected as customer

This is what you can expect

We are immediately going to take care of your complaint, look into it and give you feedback within a period of 15 working days.

Do you have further inquiries regarding your complaint? You can get in touch with our centralized complaint management at phone +49 7541/304-158 and/or e-mail beschwerde(at)ibb-ag.com

In investment counseling

In case your complaint refers to investment counseling, we are obliged to report it to our supervisory authority, the Federal Financial Supervisory Authority (BaFin). Therefore, please let us know who provided the investment counseling and when.

Neutral dispute resolution boards

Out-of-court dispute resolution proceedings and other possibilities of complaining

Ombudsman scheme

The bank participates in the dispute resolution proceedings of the Federal Association of German Public Banks (VÖB). To resolve disputes with the bank private customers, corporate customers (in case of payment transactions) and in case a request for a basic account is refused to non-customers, there is a possibility of calling in an ombudsman (https://www.voeb.de/de/verband/ombudsmann/). The details are regulated by the rules of procedure for the arbitration of customer complaints in the area of the Federal Association of German Public Banks (VÖB), which is made available upon request and can also be called up from the VÖB’s website. The complaint needs to be submitted in writing (e.g. by letter, fax or e-mail) to Bundesverband Öffentlicher Banken Deutschlands, VÖB, Kundenbeschwerdestelle, Postfach 110272,10832 Berlin, phone +49 30 8192-295, fax +49 30 8192-299, e-mail: ombudsmann(at)voeb-kbs.de

European dispute resolution platform

In case the object of the complaint is a dispute from the field of payment service law (Articles 675c to 676c of the German Civil Code, Art. 248 of the Introductory Act to the German Commercial Code, Art. 48 of the Payment Account Act and provisions of the Payment Services Supervisory Act) there is also a possibility of submitting a complaint to the Federal Financial Supervisory Authority. The rules of procedure can be requested from the Federal Financial Supervisory Authority (http://www.bafin.de/...). Its address is: Bundesanstalt für Finanzdienstleistungsaufsicht, Graurheindorfer Strasse 108,53117 Bonn. In such cases, you also have the possibility of making a complaint directly to the bank. The bank will reply to complaints submitted in writing (e.g. by letter, fax or e-mail). The European Commission provides athttp://ec.europa.eu/consumers/odr/) a platform for out-of-court online dispute resolution.