+49 69 7147 - 0
You can reach us Monday to Friday from 8am to 6pm
Our goal is to examine the circumstances you describe and then clarify the situation or find a solution together with you. The applicable organisational units of DekaBank Frankfurt, DekaBank Luxembourg S.A. and the Deka Group investment companies (Deka Investment GmbH, Deka Immobilien Investment GmbH, WestInvest Gesellschaft für Investmentfonds mbH and in Luxembourg: Deka International S.A., International Fund Management S.A. and Deka Immobilien Luxembourg S.A.) ensure this by responding promptly – within 10 bank working days of receipt by the Deka Group – to your reports and complaints. If it becomes apparent that a complaint cannot be answered within 10 bank working days of receipt by the Deka Group, the customer will receive an interim report.
The entire procedure is free of charge for you. Responses to complaints are sent in German or, if it is an EU language, in the language in which the complaint is written.
You can also contact an external ombudsman for matters that concern DekaBank and its German subsidiaries. The ombudsman acts as a neutral arbitrator for disputes. The position is regularly filled by a retired judge from a higher German court who has many years of expertise in the area of bank and stock market law and investment fund law. The ombudsman position enjoys judicial independence. The procedure with the ombudsman is also free of charge for you.
The European Commission has set up an online dispute resolution platform at http://ec.europa.eu/consumers/odr/. Consumers can use the online dispute resolution platform for out-of-court settlement of disputes arising from online purchase or service agreements. Our email address is: email@example.com.
You may direct complaints directly to DekaBank Deutsche Girozentrale (DekaBank) or to our German investment management companies.
In addition, DekaBank takes part in dispute settlement procedures before the consumer arbitration office of the Association of German Public Banks (Bundesverband Öffentlicher Banken Deutschlands – VÖB) and our German investment management companies take part in dispute settlement procedures with the German Investment Funds Association (Bundesverband Investment und Asset Management e.V. – BVI):
1) For differences of opinion in connection with a business relationship with DekaBank, you may contact the ombudsman at the consumer arbitration office of the Association of German Public Banks (VÖB): Bundesverband Öffentlicher Banken Deutschlands, Verbraucherschlichtungsstelle, Postfach 11 02 72, 10832 Berlin (Internet: www.voeb.de).
2) For differences of opinion with one of our German investment management companies in connection with the requirements of the German Investment Act (Investmentgesetz – InvG) or German Investment Code (Kapitalanlagesegesetzbuch – KAGB), you may contact the ombudsman at the German Investment Funds Association (BVI): Bundesverband Investment und Asset Management e.V., Unter den Linden 42, 10117 Berlin (Internet: www.ombudsstelle-investmentfonds.de).
3) For differences of opinion with our company DekaBank Deutsche Girozentrale Luxembourg S. A. or one of our Luxembourg investment companies (Deka International S. A., International Fund Management S. A., Deka Immobilien Luxembourg S. A.), you can contact the Luxembourg supervisory authority Commission de Surveillance du Secteur Financier (CSSF).
CSSF is responsible for handling client complaints against the companies that are under its supervision. CSSF acts as an arbitrator with the goal of achieving out-of-court settlements for disputes between complainants and companies. In order to initiate the out-of-court complaint settlement procedure with the CSSF, the complaint must first be processed by one of our Luxembourg companies mentioned above. This means that the complaint must first be submitted in writing to the management of the company concerned. If you have not received a satisfactory answer or confirmation of receipt one month after sending your complaint to the management of the Luxembourg company, you can then submit a request to the CSSF for out-of-court settlement of your complaint.
You can send your complaint to the following email address: firstname.lastname@example.org or the following postal address:
Commission de Surveillance du Secteur Financier
Departement Juridique II
110 route d´Arlon
or by fax: +352/26251-601.
Detailed information on this procedure is available on the website www.cssf.lu
The European Commission has set up an online dispute resolution platform at http://ec.europa.eu/consumers/odr/. Consumers can use the online dispute resolution platform for out-of-court settlement of disputes arising from online purchase or service agreements. Our email address is: email@example.com.