ETRIS BANK / Complaints

Information about ETRIS BANK´s complaint management system

 

I. Introduction – our claim

We have got the claim to align our range of services specifically to the needs of our customers. Occasionally, it may happen that we do not meet your expectations to your complete satisfaction. In this case, please contact us. We take every suggestion and criticism seriously and always see complaints as an opportunity to improve our services and thus to respond to your needs even more effectively.

This information is addressed to our (potential) customers and is intended to provide you with answers to the following questions :

  • Where and how can you complain?
  • How does the appeal procedure work?

Furthermore, we inform you about our data protection notice and options for out-for-court dispute settlement.

 

II. Where and how can you complain?

We kindly ask you to submit your complaint to the following office or to your contact person at the bank:

  • Electronically submitted complaints can be sent to the following email address: .
  • For written complaints, please contact: ETRIS Bank GmbH, Beschwerdemanagement Dieselstraße 45 in 42389 Wuppertal.

In order to process your complaint immediately, we need the following information from you:

  • Your complete contact details (address, telephone number, email address if necessary);
  • Description of the facts;
  • Formulation of the request or indication of what you wish to achieve with the complaint (e.g. rectification of errors, improvement of services, clarification of a difference of opinion);
  • Copy of any documentation necessary to understand the issue (if available).

 

III. Sequence of the complaint procedure

First, you will receive a confirmation of receipt of your complain. If we are able to process the complaint in a timely manner, you will receive a respone instead of the confirmation of receipt.

We always try to answer your complaint as quickly as possbile. The specific duration of the individual processing of a complaint depends in particular on its complexity or the need to involve third parties such as our external service provider(s). If this is not possible, we will inform you about this and the reason for the delay in an interim message. At the same time, we will let you know when the processing of your complaint is expected to be completed.

Once the complaint process has been completed, you will receive a comprehensive response to your complaint in a timely manner.

 

IV. Information on data protection

Information pursuant to Articles 13, 14, 21 of the General Data Protection Regulation on the processing of your personal data by us and the claims and rights to which you are entitled under the data protection regulations can be found at www.etrisbank.de/datenschutz/.

 

V. Options for out-of-court dispute settlement

We inform you that you we are not willing or obliged to participate in dispute settlement proceedings before a consumer arbitration board.

You have the option to lodge a complaint with the German Federal Financial Supervisory Authority (Bundesanstalt für Finanzdienstleistungsaufsicht) if your complaint concerns an alleged violation of regulations whose compliance is monitored by Federal Financial Supervisory Authority.