Contact & Support Complains process of Credit Suisse (Deutschland) Aktiengesellschaft

We're Here to Help

If you are not entirely satisfied with our service, we want to hear from you as soon as possible. We will aim to put matters right as soon as we can. Where possible, we will also take steps to prevent the problem happening again.

Contact your Relationship Manager

The quickest way to address any concerns you have is to contact your relationship manager or normal day-to-day contact.

Please allow them the first opportunity to answer your concerns and put matters right.

Write to Us

If you are not entirely satisfied with our services, please let us know as soon as possible. We will aim to put matters right as soon as we can. If possible, we will take all necessary measures to resolve the problem and try to make sure that this problem will not occur again.

To most practical approach to resolve a problem is to reach out to your usual points of contact under the contact data you already have.
Alternatively, you can file a written complaint with Credit Suisse (Deutschland) AG under the following address:

Credit Suisse (Deutschland) AG
Compliance Department
Taunustor 1
60310 Frankfurt am Main

Alternative Options For Complaints

We take your concern seriously and will deal with it as quickly as possible. In case a complaint cannot be answered promptly, we will generally provide you with a confirmation of receipt within 5 bank working days.

If answering the complaint takes unexpectedly long, we will generally send you an interim notification after 14 bank working days informing you about the reasons for the delay and the expected processing time.

Upon completion of our investigation and final assessment of your complaint we will provide you with the result of our assessment and will explain your options for maintaining the complaint by means of a civil lawsuit or alternative dispute resolution procedures.

As an alternative - or if you do not agree with our answer - you may, as a consumer and in accordance with sec. 13 of the German Civil Code (Bürgerliches Gesetzbuch – BGB), contact the Ombudsman for Private Banks (Ombudsmann der privaten Banken), the Federal Financial Supervisory Authority (BaFin) or the German Federal Bank (Deutsche Bundesbank).

Ombudsman for Private Banks (Ombudsmann der privaten Banken)

By Mail:
Bundesverband deutscher Banken e.V.
Kundenbeschwerdestelle
P.O. Box 04 03 07
10062 Berlin
Phone: +49 30 1663-3166
Fax: +49 30 1663-3169
E-Mail: ombudsmann@bdb.de

The procedure, as well as all the relevant information, can be found on the internet at www.bankenombudsmann.de.

Federal Financial Supervisory Authority (BaFin)

Pursuant to sec. 4b of the German Federal Financial Authority Act (Gesetz über die Bundesanstalt für Finanzdienstleistungsaufsicht), consumers may contact the Federal Financial Supervisory Authority to file a complaint.
For more information about the procedure for complaints, please visit: https://www.bafin.de.

Bundesanstalt für Finanzdienstleistungsaufsicht
Graurheindorfer Straße 108
53117 Bonn
Phone: +49 228 4108-0
Fax: +49 228 4108-1550
E-Mail: poststelle@bafin.de

German Federal Bank (Deutsche Bundesbank)

As a consumer mediation body, the German Federal Bank is only formally entitled to handle complaints if none of the aforementioned other mediation bodies is.

Deutsche Bundesbank
Schlichtungsstelle
P.O. Box 11 12 32
60047 Frankfurt am Main
Building address:
Taunusanlage 5
60329 Frankfurt am Main
Phone: +49 69 2388-1907
Fax: +49 69 709090-9901
E-Mail: schlichtung@bundesbank.de
Website: www.bundesbank.de

You may also take recourse to the general courts of law without prior complaints or arbitration proceedings.