complaints

 
Our Complaint Procedure:

At Akbank AG, we aim to provide you with the highest standards of service; however, there may be an occasion when you feel you have cause for complaint.
If you’re not completely happy with our service, we’d like to hear about it – that way, we can do something to put it right. Our aim will always be to bring such matters to a conclusion promptly and to your satisfaction.

We want to:

• make it easy for you to inform us about your complaint
• give your complaint the attention it deserves
• resolve your complaint without delay
• make sure you are satisfied with how your complaint was resolved


How and where to complain

If you are not satisfied with any aspect of our service or products you can tell us your concerns by;

• Sending an email to: complaints@akbank.de
• Contacting your relationship manager via e-mail or phone
• Sending a mail to: Akbank AG  /  Taunustor 1  /  60310  Frankfurt am Main,  Germany


Please provide the following information when you get in touch with us:

• Name, address and account number (if applicable)
• Clear description of complaint/concern and expectations
• Contact details (telephone number, e-mail address, post address)
• Copies of any relevant documents/information


Complaint-handling process

Our aim is to try and resolve your complaint straightaway. However, complaints may need to be investigated further, in which case we will write to you within three working days to:

• Acknowledge receipt of your complaint
• Tell you how long we expect it will take to resolve it
• Tell you who is dealing with it

In the majority of cases, we would hope to be able to resolve your complaint within two weeks. In exceptional circumstances where your complaint is particularly complex, matters may take longer to resolve. In such cases, we will keep you informed with any progress or give you reasons for the delay in resolving your complaint and an indication of when we expect to reach a conclusion.


Availability of the alternate dispute resolution (ADR) mechanisms
In the unlikely event we cannot reach agreement with you, you can always direct your complaints to following bodies:


• European Commission (online dispute resolution platform)
The Online Dispute Resolution (ODR) platform is provided by the European Commission to allow consumers and traders in the EU or Norway, Iceland, and Liechtenstein to resolve disputes relating to online purchases of goods and services without going to court.
https://ec.europa.eu/consumers/odr/


• Ombudsman (Bankenverband deutscher Banken)
Kundenbeschwerdestelle beim Bundesverband deutscher Banken
Postfach 04 03 07
10062 Berlin

Tel.: +49 (0) 30 1663 3166
Fax.: +49 (0) 30 1663 3169
E-Mail: ombudsmann@bdb.de
Web: https://bankenverband.de/


• BAFIN (Bundesanstalt für Finanzdienstleistungsaufsicht)
Graurheindorfer Str. 108
53117 Bonn

and

 Marie-Curie-Str. 24-28
60439 Frankfurt am Main

 Tel: +49 (0) 228 4108 0
Fax: +49 (0) 228 4108 1550
E-Mail: poststelle@bafin.de
Web: https://www.bafin.de/