Criticism & complaints
We take your concerns seriously!
Complaints management
For us, trusting cooperation with our customers and your satisfaction with our services are the essential building blocks for mutual success. In the event that you do not wish to discuss your concerns with your responsible customer advisor, Hamburg Commercial Bank AG has established a central complaints management system.
We need the following information so that the central complaints management can take up your request:
– Name
– Account number
– Specific reason for complaint
– Telephone number for any queries
Detailed information on handling complaints can be found in the Complaints Management Policy of Hamburg Commercial Bank AG.
Contact options
E-mail:
beschwerdemanagement@hcob-bank.com
By post:
Hamburg Commercial Bank AG
Central Complaints Management
Gerhart-Hauptmann-Platz 50
20095 Hamburg
What can we do for you?
Alternative dispute resolution
If we are unable to resolve your matter satisfactorily, we refer you to alternative dispute resolution.
Ombudsman of private banks:
The Bank participates in the dispute resolution procedure of the consumer arbitration board “Ombudsman of private banks” (www.bankenombudsmann.de). There, the consumer has the opportunity to call upon the ombudsman of private banks to settle a dispute with the Bank. If the subject of the complaint concerns a dispute about a payment services contract (Section 675f of the German Civil Code), customers who are not consumers can also call on the ombudsman of private banks. Further details are set out in the “Rules of procedure for the arbitration of customer complaints in the German banking industry”, which are available on request or can be accessed online at www.bankenverband.de. The complaint must be submitted in text form (e.g. as a letter, fax or e-mail) to the Customer Complaints Office at the Association of German Banks, Postfach 04 03 07, 10062 Berlin, Fax: (030) 1663-3169, e-mail: ombudsmann@bdb.de.
List of fees and services:
The customer may address a complaint to the Bank’s contact point specified in the “List of Prices and Services”. The Bank will respond to complaints in an appropriate manner; in the case of payment service contracts, this will be done in text form (e.g. by letter or e-mail).
Federal Financial Supervisory Authority:
Furthermore, the customer has the option of lodging a complaint at any time in writing or for the record with the Bundesanstalt für Finanzdienstleistungsaufsicht, Graurheind Straße 108, 53117 Bonn, about violations by the Bank of the Payment Services Supervision Act (Zahlungsdiensteaufsichtsgesetz – ZAG), Sections 675c to 676c of the German Civil Code (Bürgerliches Gesetzbuch – BGB) or Article 248 of the Introductory Act to the German Civil Code (Einführungsgesetz zum Bürgerlichen Gesetzbuch – EGBGB).
European online dispute resolution platform:
The European Commission has set up a European online dispute resolution platform (ODR platform) at http://ec.europa.eu/consumers/odr/. A consumer can use the ODR platform to settle a dispute arising from an online contract with a company established in the EU out of court
Misconduct
If you observe a suspicious circumstance in which you suspect a criminal offense or develop a clear feeling of disturbance, you can submit your report confidentially to the external ombudsman at any time. Here we refer you to the whistleblower protection system.