Dissatisfied? Our procedure for handling complaints
RSB Retail+Service Bank GmbH
How to lodge a complaint?
You can lodge a complaint by e-mail (email@example.com), fax (+49 (0)7154 206 9) or by letter (RSB Retail+Service Bank GmbH, Bahnhofstr. 82, 70806 Kornwestheim Germany).
In order to ensure that your complaint is investigated and answered promptly, you should outline the underlying facts (e.g. account, product or service to which your complaint relates) and the issue as precisely as possible. In addition, you should also provide us with your current contact details for any further queries we may have (address, telephone number and – if applicable – e-mail address) in case we do not already have these.
How does the complaints procedure work?
We will process your complaint promptly and investigate it impartially. Where necessary, we will collect and review all relevant evidence and information. As a rule, we will respond to your complaint within approximately 15 working days of receipt. Complaints regarding your rights and obligations as a payment services user as per Sections 675c to 676c of the German Civil Code (BGB) or Article 248 of the Introductory Act to the German Civil Code (EGBGB) will be answered by us within no more than 15 working days of receipt of the complaint.
If, by way of exception, we are unable to respond to your complaint within the aforementioned deadlines, we will inform you of this along with the reasons for the delay and the expected processing time. A complaint regarding your aforementioned rights and obligations as a payment services user or Article 248 EGBGB will be answered conclusively no later than 35 working days of receipt of the complaint.
How does the complaints procedure end?
You will receive an answer from us in which we will inform you of the result of our investigation. If we are unable to fully address your concern, we will explain our position to you.
Options to lodge complaints via third parties
If you are not satisfied with our response, you will always have the opportunity to uphold your complaint and contact another authority.
- Ombudsman of private banks: The bank participates in the out-of-court dispute resolutions procedure of the consumer arbitration body for private banks “Ombudsman der privaten Banken” (www.bankenombudsmann.de). With this, the consumer has the option to contact the ombudsman for private banks to settle a dispute with the bank. If the complaint concerns a dispute over a payment services contract (§ 675f BGB), customers who are not consumers may also call the ombudsman for private banks. Further details are specified in the “Rules of procedure for the settlement of customer complaints in the German private commercial banking sector”, which can be provided on request or can be downloaded online at www.bankenverband.de. The complaint must be submitted in text form (e.g. by letter, fax or e-mail) to the ombudsman’s customer complaints department at Kundenbeschwerdestelle Geschäftsstelle des Ombudsman der privaten Banken, Bundesverband deutscher Banken e. V., Postfach 04 03 07, 10062 Berlin, Germany, fax: +49 (0)301663-3169, e-mail: firstname.lastname@example.org
- Federal Financial Supervisory Authority: Customers may at any time write to or contact the federal financial supervisory authority Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin), Graurheindorfer Strasse 108, 53117 Bonn, Germany, to have a complaint recorded in writing should the bank violate the Payment Services Supervision Act (ZAG), Sections 675c to 676c of the German Civil Code (BGB) or Article 248 of the Introductory Act to the German Civil Code (EGBGB) or with regard to the termination of a basic account agreement. Furthermore, pursuant to §48 of the Payment Accounts Act (ZKG), a customer can apply to the BaFin for administrative proceedings to be conducted if an application to conclude a basic account agreement has been rejected.
- European online dispute resolution platform: The European Commission has launched a European platform for online dispute resolution at ec.europa.eu/consumers/odr/ (OS platform). The OS platform can be used by a consumer to settle out-of-court disputes arising from online contracts with a company established in the EU.
It is also possible to file a civil lawsuit.