Services

Complaint Managementremember

Your satisfaction is important to us.

The satisfaction of our customers is very important to us. For this reason, we have set up a complaints office to give you the opportunity to criticize and as part of our complaint management respond to your complaint promptly and transparently.

For the submission of your complaint, we offer the following alternatives:

Complaint Submission

When submitting your complaint, please provide us with all the evidence and information relevant to your complaint, as well as your full contact details. When submitting your complaint, please continue to let us know the form of answer you want, i.e. whether you would like a written and / or oral answer from us.
 
Please provide the following information, when submitting your complaint:

          • 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
          • The form of answer you want (email/phone/letter)

  • By E-mail
    Write us through our contact form on the right.
  • By phone
    +49 (0) 69 29 90 11 25 & +49 (0) 69 29 90 11 99
    or your advisor.
  • By post
    Written complaints must be submitted to:
    İşbank AG, Dienstleistungsbereich, Zeil 123, 60313 Frankfurt am Main
  • Personal
    Via your advisor or in all branches of İşbank AG.

 

 

Complaint Handling

Upon receipt of a complaint, the complainant will receive an acknowledgement of receipt and the complaint will be processed promptly. Since each complaint is individual, must be examined and requires the necessary research, the final result, depending on the complexity of the matter, will be communicated to the complainant verbally and/or in writing within fifteen working days.
 
We strive to find a fair and satisfactory solution. If the complaint takes longer to resolve, the complainant will be informed of the reasons for the delay and the expected response time. The final answer must under no circumstances be later than 35 working days after receipt of the complaint.
 
How do we deal with customer complaints?
 
Customer satisfaction is our top priority!
 
All complaints submitted to our bank are recorded in an electronic environment.
Depending on the content of the complaint, our Service Center Team will initiate the necessary steps. If necessary, information is obtained from other Departments / Branches to ensure quick clarification.
 
You can get information about the status of your complaint by calling our Service Center Team.
 
For all completed complaints, you will receive feedback according to your preferred communication channel (email/phone/letter).
 
If we are unable to meet your demands on us entirely, we will explain our position to you in detail and demonstrate ways of maintaining your complaint.

 

Others

The handling of complaints is free. There is always the possibility to direct a complaint to other bodies:

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: www.bankenverband.de

Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin)
Graurheindorfer Str. 108
53117 Bonn

und

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: www.bafin.de

 

The European online dispute resolution platform

The European Commission has set up an European online dispute resolution platform (OS platform) at http://ec.europa.eu/consumers/odr/. The OS platform may use a consumer for the out-of-court settlement of a dispute arising from online contracts with a company established in the EU.

 

Contact

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Please do not enter confidential data such as bank account numbers. Because the sender is not checked here İşbank does not accept orders for business transactions such as account openings, payment orders, stock exchange orders, changes of address or other business transactions. For orders, please contact your branch directly or use online and mobile banking.