Information on the complaint-handling procedure for the banking institution M.M.Warburg & CO

You may submit a complaint in person, by telephone, via our online contact form, by e-mail, by fax, or by letter using the Bank’s general contact details:

M.M.Warburg & CO (AG & Co.) KGaA
Kommanditgesellschaft auf Aktien
Ferdinandstraße 75
20095 Hamburg
Phone +49 40 3282-0
Fax +49 40 3618-1000
E-mail info@mmwarburg.com
To the contact form

To ensure that we can review and respond to your complaint promptly, you should describe the underlying facts (including the account, product, or service to which your complaint relates) and your request as specifically as possible. In addition, you should provide your current contact details (address, telephone number and, if applicable, e-mail address) for any follow- up questions, unless we already have these details.

We will handle your complaint promptly and review it impartially. Where necessary, we will gather and assess all relevant evidence and information. As a rule, we will respond to your complaint within approximately 20 business days of receipt. If, exceptionally, we are unable to respond within the aforementioned time limits, we will inform you accordingly, explain the reasons for the delay, and provide the expected processing time. A complaint relating to your rights and obligations as a payment service user will be conclusively answered no later than 35 business days after receipt of the complaint.

You will receive a reply from us in which we inform you of the outcome of our review. If we are unable to fully comply with your request, we will explain our position.

If you are not satisfied with our response, you always have the option to pursue your complaint further and contact another body.

• Ombudsman of the privat Bankes: The Bank participates in the out-of-court dispute resolution procedure of the consumer arbitration body “Ombudsman of the Private Banks” (bankenombudsmann.de). There, consumers have the possibility to contact the Ombudsman of the Private Banks in order to resolve a dispute with the Bank. If the subject matter of the complaint concerns a dispute regarding a payment services contract (Section 675f of the German Civil Code (BGB)), customers who are not consumers may also contact the Ombuds­man of the Private Banks.
  Further details are governed by the “Rules of Procedure for the Arbitration of Customer Complaints in the German Banking Industry”, which are available on request or can be accessed online at www.bankenverband.de.
  The complaint must be submitted in text form (for example by letter, fax, or e-mail) to the customer complaints office:
  Office of the Ombudsman of the Private Banks at the Association of German Banks (Bundesverband deutscher Banken e. V.), P.O. Box 04 03 07, 10062 Berlin, Fax: (030) 1663-3169, E­mail: ombudsmann@bdb.de.

• Federal Financial Supervisory Authority (BaFin): Customers have the option at any time to submit a complaint in writing or for the record (“zur Niederschrift”) to the Federal Financial Supervisory Authority (BaFin), Graurheindorfer Straße 108, 53117 Bonn, regarding violations by the Bank of the German 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 regarding the termination of a basic payment account contract.
  In addition, a customer may request that BaFin initiate administrative proceedings if the customer’s application to enter into a basic payment account agreement is rejected, pursuant to Section 48 of the German Payment Accounts Act (ZKG).
  Furthermore, it is also possible to file a civil lawsuit.