Complaint management


The Bank has established a comprehensive complaints system for customer complaints, which ensures an effective and transparent procedure for dealing with complaints. At the same time, information and suggestions for improvement from the complaints can be recorded. Regulatory audits have confirmed that complaints management has been handled properly and appropriately since its inception.

Despite a further increase in customer numbers in the year under review, the number of customer complaints within the Deka Group remained at a consistently low level. In 2017, 3,638 complaints were received from 4,357,060 deposit customers, about 3.5 percent more than in the previous year. An increase in complaints in the Custody Services Germany division, which is attributable to an increase in custody account prices in the autumn, was offset by a decline in the number of complaints in all other relevant areas.  

Incoming customer complaints are immediately forwarded to the relevant specialist unit and processed. The European Commission has launched an online European Dispute Settlement Platform at http://ec.europa.eu/consumers/odr/ These can be used by consumers for the out-of-court settlement of disputes arising from sales or service contracts concluded online. In addition, customers have the opportunity to address their complaints to the ombudsmen of the Bundesverband Öffentlicher Banken Deutschlands (VÖB) and the BVI Bundesverband Investment und Asset Management as well as to the Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin) or the Luxembourg supervisory authority Commission de Surveillance du Secteur Financier (CSSF). In the year under review, DekaBank received 14 (2016: 21) complaints about these channels.  

No complaints were filed during the reporting period regarding environmental or human rights impacts or corruption through formal procedures.

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