Complaints management
Dispute resolution scheme
The Bank participates in the dispute resolution scheme run by the consumer arbitration body “The German Private Banks’ Ombudsman” (www.bankenombudsmann.de). Consumers may have any disputes with the Bank resolved by the Ombudsman. Where disputes concerning a payment services contract (Section 675f of the German Civil Code) are involved, customers who are not consumers also may request their resolution by the Ombudsman. Further details are contained in the “Rules of Procedure for the Settlement of Customer Complaints in the German Private Commercial Banking Sector”, which are available on request or can be downloaded from the Internet at www.bankenverband.de. Complaints should be addressed in text form (e.g. by letter, telefax or email) to the Customer Complaints Office (Kundenbeschwerdestelle) at the Association of German Banks (Bundesverband deutscher Banken),
P.O. Box (Postfach) 040307, 10062 Berlin; Fax: +49 (0)30 16633169; Email: schlichtung@bdb.de
Customer complaint management
If you are not satisfied with the way your complaint is dealt with by your contact or wish to escalate any particular issue immediately you should contact the following address:
Consorsbank
Consorsbank, 90318 Nürnberg, Email: kundenbetreuung@consorsbank.de
DAB BNP Paribas
Online-Kontaktformular
Email: serviceline@dab.com
Postal complaints to:
DAB BNP Paribas
Serviceline
Landsberger Str. 300
80687 München
ConsorsFinanz
BNP Paribas S.A. Niederlassung Deutschland
CIB Beschwerdemanagement
Europa-Allee 12
60327 Frankfurt am Main
Additional information on BNP Paribas CIB’s complaints handling policies and procedures may be obtained on the CIB website at: http://cib.bnpparibas.com/MIFID.
In addition, customers may make complaints at any time in writing or orally on the record to the German Federal Financial Supervisory Authority (Bundesanstalt für Finanzdienstleistungsaufsicht – BaFin), Graurheindorfer Strasse 108, 53117 Bonn, about breaches by the Bank of the German Payment Services Supervision Act (Zahlungsdiensteaufsichtsgesetz – ZAG), Sections 675c – 676c of the German Civil Code (BGB).
Corporate & InstitutionaI Banking
BNP Paribas Germany and BNP Paribas Corporate & Institutional Banking have established a policy for the management of complaints and the prompt processing of all complaints made by the customer.
If you are dissatisfied with a service which is provided to you, if relevant, we kindly ask that you start by taking this up with a contact person or customer advisor known to you. If you are dissatisfied with the way in which your concern has been managed by the respective contact person, or if a particular issue requires immediate attention, please write to the following address:
BNP Paribas S.A. Germany branch
CIB Complaints Management
Senckenberganlage 19
60325 Frankfurt am Main
Email: CIB_Germany_Beschwerdemanagement@bnpparibas.com
Further information on the complaints management of BNP Paribas Corporate & Institutional Banking is available on our CIB website at: http://cib.bnpparibas.com/MIFID.
The Bank participates in the dispute resolution procedure of the “Ombudsman for Private Banks” consumer arbitration board (www.bankenombudsmann.de). There, you are able to appeal to the Ombudsman for Private Banks in order to settle a dispute with the bank. If the subject of the complaint relates to a dispute about a payment service contract (Section 675 et seq., BGB [German Civil Code]), customers who are not consumers are also able to appeal to the Ombudsman for Private Banks. Further details are provided in the “Rules of Procedure for the Conciliation of Customer Complaints in the German Banking Industry”, which is available on request or online at www.bankenverband.de. The complaint is to be made in text form (by letter, fax or email, for example) to the Customer Complaints Office at the Bundesverband deutscher Banken e.V., Postfach 04 03 07, 10062 Berlin, fax: +49 (0) 30/1663-3169, ombudsmann@bdb.de.
At any time, our customers are also able to make a complaint in writing, or for local transcription, at the German Federal Financial Supervisory Authority (Bundesanstalt für Finanzdienstleistungsaufsicht), Graurheindorfer Straße 108, 53117 Bonn, about breaches of the Payment Services Supervision Act (ZAG) by the bank; Sections 675c to 676c, BGB.
Securities Services
The Securities Services business line of BNP Paribas in Germany has established a complaints management policy for the handling of client complaints regarding services provided by it. Should you have any complaint about Securities Services products or services of BNP Paribas in Germany, you may contact your client service manager or relationship manager over the phone, by e-mail, at his/her usual e-mail address at your convenience or by post using the below address.
BNP Paribas S.A., Niederlassung Deutschland
Securities Services
Senckenberganlage 19
60325 Frankfurt am Main
E-Mail: bp2s_client_services_team3_germany@bnpparibas.com
Your complaint will be handled promptly and free of charge in accordance with our complaints management policy and the client services team will ensure that your complaint is investigated fully and impartially.
Your complaint will be acknowledged in writing within 10 Business Days after receipt. We will keep you informed of the progress of the measures being taken to resolve the complaint and we will provide a substantive response within 2 months.
We will also notify you of the options open to you, including the possibility to refer your complaint to the “Ombudsman for Private Banks” consumer arbitration board and the possibility for you to take civil action.
For more details, please refer to the website at www.bankenombudsmann.de.
European Online Dispute Resolution (ODR)
The European Commission has set up a European Online Dispute Resolution (ODR) Platform at http://ec.europa.eu/consumers/odr/. Consumers can use the ODR Platform for out-of-court resolution of a dispute arising from online contracts with a company domiciled in the EU.
Additionally, civil law actions may be brought to court.
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