Your satisfaction is important for us! We are always keen to serve our customers and potential customers and to pay attention to their requests, wishes and suggestions to improve our products and services. We also appreciate your positive feedback.
How to Reach Us?
in our 13 Branches
How Do You Make a Complaint?
You have the option to submit your complaint to us free of charge via the contact details above. We kindly ask you to describe your complaint as detailed as possible. Please write your first and last name, your account number (if possible available), your telephone number and e-mail address.
How Will Your Complaint Be Processed?
If you send us your complaint in written form and include your e-mail address, you will receive a confirmation of receipt and further information regarding the complaints procedure per e-mail. If you notify us per phone, we will inform you about the complaints procedure over the phone.
Your complaint or concern will be processed as soon as possible and conscientiously and we will endeavor to clarify the circumstances within 5 working days to your satisfaction.
Should it not be possible to finish a very complex complaint process within this period, we will of course inform you about the current status per e-mail or (in the case of absence of your e-mail address) by phone. We will notify you as soon as the result of your complaint is received.
What Additional Options Do You Have?
If you do not agree with our proposal for a solution, you can submit your complaint to the authorities listed below or to the ordinary courts:
Dispute Resolution Office of the Austrian Banking Industry
Dispute Resolution Office for Consumer Transactions
Adress: Mariahilfer Straße 103/1/18,1060 Wien
Telephone number: +43 (0)1 890 63 11
Fax Number: +43 (0)1 890 63 11 99
Online Dispute Resolution Platform of the European Commission
Financial Market Authority (FMA)
Adress: Otto-Wagner-Platz 5, 1090 Wien
Telephone number: +43 (0)1 249 59- 5502, 5511, 5512, 5513, 5514
Fax Number: +43 (0)1 249 59-5599