The satisfaction of our esteemed customers is important to us. We value your opinions and feedback as it is instrumental in continuously improving our products, services and processes. For this reason, we have set up a complaints office to give you the opportunity to express criticism. As part of our complaint management, we will process your complaint promptly and transparently.
We offer you the following alternatives for submitting your complaint:
Email:
beschwerdemanagement@isbank.de
Online:
Through the Complaint Form here below.
By post
Written complaints should be sent to the following address:
İşbank AG
DLB-Abteilung
Zeil 123
60313 Frankfurt am Main
In person:
Directly to your account manager or at any İşbank AG branch subject to prior appointment.
Telephone:
Directly to your account manager or call 069/299-01308.
When submitting your complaint, please provide the following information:
• Name, address
• Your contact information (telephone number, email address, mailing address)
• Your desired response form (email, telephone or letter)
• Clear description of your complaints, concerns, and expectations
All complaints submitted to our bank are recorded in an electronic system. Upon receipt of your complaint, you will receive an email confirmation from "noreply@reg.focus-bcs.de" with a reference number for future communication. This email will also inform you about the person responsible for handling your complaint and provide an expected timeframe for a response.
We process and review each complaint individually, conducting necessary research. Depending on the complexity of the matter, we will inform the complainant of the final outcome within fifteen business days, verbally and/or in writing.
We strive to find a fair and satisfactory solution. If the resolution of the complaint takes longer, we will inform the complainant about the reasons for the delay and provide an estimate of the response time.
The final response will be provided no later than 35 business days after the submission of the complaint. We will communicate our response using the complainant's preferred method of communication.
If we decide not to fully address the complainant's demands, we will thoroughly explain our standpoint and present options to maintain the complaint.
There is always the possibility to address a complaint to other bodies:
The Association of German Banks
Postfach 04 03 07
10062 Berlin
Tel.: +49 (0) 30 1663 3166
Fax.: +49 (0) 30 1663 3169
E-Mail: ombudsmann@bdb.de
Web: http://www.bankenombudsmann.de
The Federal Financial Supervisory Authority (BaFin)
Graurheindorfer Str. 108
53117 Bonn
Tel: +49 (0) 228 4108 0
Fax: +49 (0) 228 4108 62299
E-Mail: schlichtungsstelle@bafin.de
Web: http://www.bafin.de/schlichtungsstelle
The European online dispute resolution platform
The European online dispute resolution platform is an online platform provided by the European Commission. Its purpose is to help resolve disputes between consumers and online businesses within the European Union. The platform allows consumers to submit complaints and facilitates communication between the parties involved, aiming to reach a resolution without going to court. The platform can be accessed at https://ec.europa.eu/consumers/odr/.
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