Submitting a complaint

Deutsche Bank strives to provide you with the best possible service. However, there may be occasions when you are not satisfied with our service. In such cases, you can submit a complaint to Deutsche Bank.

This document contains information about how to submit a complaint, the timeframe within which you can expect a response, and the follow-up options.

Submitting a complaint

You can submit your complaint to your contact person or to Complaints Management.

Complaints Management can be reached by email during office hours at: complaints.nl@db.com.

If you wish to write a letter, please send it to the following address:

Deutsche Bank AG, Amsterdam Branch
Attn. Complaints Management
De entree 195
1101 HE Amsterdam
The Netherlands

Second opinion

If you are not satisfied with the complaints procedure or the proposed solution, you can resubmit your complaint to the Management Board of Deutsche Bank in the Netherlands.

Please send your letter marked “complaint” to:

Deutsche Bank AG, Amsterdam Branch
Attn. the Management Board (AF2006)
De Entree 195
1101 HE Amsterdam
The Netherlands

Your complaint will then be submitted to Deutsche Bank’s Complaints Committee, which includes members of the Management Board as well as representatives from Legal Affairs, Compliance, Communications and managers from various divisions.

Complaints handling and timeframes

Within two weeks of submitting your complaint, you will receive confirmation of receipt from Deutsche Bank, after which your complaint will be processed. Deutsche Bank will respond substantively to your complaint within six weeks of the date of confirmation of receipt. If we request further information necessary for handling the complaint, the six-week period will be extended by the time required to provide the information.

What you need to bear in mind

In order to process your complaint quickly and effectively, we ask you to describe your complaint as accurately as possible and, where necessary, to enclose copies of the relevant documents. The more relevant information you provide, the better Deutsche Bank will be able to assess your complaint.

Follow-up options with KiFiD

In the following cases, you can submit your complaint to the Dutch Financial Services Complaints Authority (KiFiD):

You have completed the entire complaints procedure, including the option of a second opinion, and this has not resulted in an acceptable outcome for you; and/or
Deutsche Bank has failed to respond substantively to your complaint within the specified timeframe.
In such cases, you can submit your complaint to:

The Dutch Financial Services Complaints Authority (KiFiD)
PO Box 93257
2509 LV The Hague
The Netherlands

Your complaint will only be taken into consideration by KiFiD if it meets the criteria laid down in KiFiD’s regulations.

Only in the case of a non-binding opinion will it possible to subsequently bring the matter before the civil court.

You can find more information at: www.kifid.nl.

Other options

You can always turn to the civil court or the relevant professional organisation (if applicable). You do not need to go through the complaints procedure first.

Supervision and management

At Deutsche Bank, a separate official supervises compliance with the complaints procedure. All information relating to handling your complaint will be retained for at least one year after your complaint has been resolved.