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Information on the complaint management process

Below we describe our process for dealing with your complaint or feedback:

Our aim is to offer you the products and services that meet your needs, delivered to the standard you would expect. If we do not meet your expectations, please tell us. We aim to ensure any concerns you have will be dealt with promptly and fairly.

How to reach us

You can contact us with your complaint through various channels:

Information we need from you

To enable us to fully investigate your complaint, please provide us with the following information:

If you do not have all the information, please explain the situation as precisely as possible.

Reaction of the CORESTATE Bank to customer complaints

CORESTATE Bank deals with customer complaints in a timely manner. If CORESTATE Bank cannot solve customer complaints immediately, CORESTATE Bank will confirm receipt to the customer within 4 working days. CORESTATE Bank will inform the customer of a contact person and the expected processing time.

CORESTATE Bank processes each complaint individually and deals with the facts described by the customer. CORESTATE Bank carries out the necessary research for this. If CORESTATE Bank needs a little more time to respond, CORESTATE Bank will send the customer an interim reply within two weeks of sending the confirmation of receipt. If the complaint has not been finally dealt with two weeks after the interim information has been sent, the customer will receive a further interim reply.

Our customers receive the reply letter by post or e-mail with the details and the result of the investigation of CORESTATE Bank. If necessary, CORESTATE Bank will explain to the customer in detail which corrective measures are proposed. CORESTATE Bank is also happy to discuss the result with the customer personally.

CORESTATE Bank places great importance to customer satisfaction and will endeavour to maintain this in the future. It is therefore important to maintain personal contact even in conflict situations. In such cases, the CORESTATE Bank Complaints Office is available as a neutral contact point. Together with the customers, this office endeavours to find a solution that is satisfactory for all parties involved, without the need to involve BaFin or other third parties.

This is how we answer you

You will receive our reply letter by way of standard mail or email with the details and the result of our investigation. If necessary, we will explain to you in detail what corrective measures we propose. We will also be happy to discuss the results with you personally.

If the demands of the complaining client cannot be met in full, CORESTATE Bank will explain its position. The client then has the option of approaching the BaFin's conciliation body or bringing a civil action before an ordinary court.