{"id":1913,"date":"2019-11-26T19:19:35","date_gmt":"2019-11-26T18:19:35","guid":{"rendered":"http:\/\/hoernerbank-adextra.contentdigital.de\/?page_id=1913"},"modified":"2025-07-23T07:51:59","modified_gmt":"2025-07-23T05:51:59","slug":"beschwerdemanagement","status":"publish","type":"page","link":"https:\/\/www.hoernerbank.de\/en\/beschwerdemanagement\/","title":{"rendered":"Complaints management"},"content":{"rendered":"<div id='av_section_1'  class='avia-section av-k0i5ei27-8272b3e8f543c770a2d3c75fd0ad41ff alternate_color avia-section-huge avia-no-border-styling  avia-builder-el-0  avia-builder-el-no-sibling  blue_gradient avia-bg-style-scroll container_wrap sidebar_right'  ><div class='container av-section-cont-open' ><main  role=\"main\" itemprop=\"mainContentOfPage\"  class='template-page content  av-content-small alpha units'><div class='post-entry post-entry-type-page post-entry-1913'><div class='entry-content-wrapper clearfix'>\n<div class='flex_column_table av-2wl2-c803f41e81b2618f3a73ac495490b946 sc-av_one_full av-equal-height-column-flextable'>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-2wl2-c803f41e81b2618f3a73ac495490b946\">\n.flex_column.av-2wl2-c803f41e81b2618f3a73ac495490b946{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-2wl2-c803f41e81b2618f3a73ac495490b946 av_one_full  avia-builder-el-1  avia-builder-el-no-sibling  first flex_column_table_cell av-equal-height-column av-align-middle av-zero-column-padding  '     ><p>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-2yr9yh-6070fa434d50038658f27f40489c7d37\">\n#top .av-special-heading.av-2yr9yh-6070fa434d50038658f27f40489c7d37{\npadding-bottom:10px;\n}\nbody .av-special-heading.av-2yr9yh-6070fa434d50038658f27f40489c7d37 .av-special-heading-tag .heading-char{\nfont-size:25px;\n}\n.av-special-heading.av-2yr9yh-6070fa434d50038658f27f40489c7d37 .av-subheading{\nfont-size:15px;\n}\n<\/style>\n<div  class='av-special-heading av-2yr9yh-6070fa434d50038658f27f40489c7d37 av-special-heading-h1 blockquote modern-quote  avia-builder-el-2  el_before_av_textblock  avia-builder-el-first  av-linked-heading'><h1 class='av-special-heading-tag'  itemprop=\"headline\"  >Complaints managment<\/h1><div class=\"special-heading-border\"><div class=\"special-heading-inner-border\"><\/div><\/div><\/div><br \/>\n<section  class='av_textblock_section av-k0pcs2wz-6a0f138df13539d3732aedaa9118b930 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><p><strong>Dissatisfied? Our procedure for handling complaints <\/strong><\/p>\n<p>We are committed to always providing our customers with products and services that meet their needs.<\/p>\n<p>However, occasionally we may not meet your expectations to your complete satisfaction. If this occurs, please contact us. We take all suggestions and criticism seriously and always consider them an opportunity to improve our services and to be able to respond more specifically to your own concerns.<\/p>\n<p>This information is addressed to you as our (potential) customer and should provide you with answers to the following questions:<\/p>\n<ul>\n<li>Where and how can you make a complaint?<\/li>\n<li>What is the complaints procedure?<\/li>\n<\/ul>\n<p>We also provide information about options to resolve disputes out of court.<\/p>\n<p><strong><br \/>\nHow to lodge a complaint<\/strong><\/p>\n<p>You can lodge a complaint with our complaints office (Beschwerdestelle) in writing (by letter, fax or e-mail) or verbally:<\/p>\n<p>Hoerner Bank Aktiengesellschaft<br \/>\nBeschwerdestelle<br \/>\nOststrasse 77, 74072 Heilbronn, Germany<br \/>\nTel.: +49 7131 9322-0<br \/>\nFax: +49 7131 9322-999<br \/>\nE-mail: beschwerde@hoernerbank.de<\/p>\n<p>In order to ensure that your complaint can be investigated and answered promptly, you should outline the underlying facts (e.g. account, product or service to which your complaint relates) and the issue as specifically as possible. In addition, if necessary and available, you should attach copies of documents relating to your issue. Finally, unless we already have them, please provide us with your current contact details for any further queries we may have (address, telephone number and, if applicable, e-mail address).<\/p>\n<p><strong><br \/>\nWhat happens during the complaints procedure?<\/strong><\/p>\n<p>First, you will receive confirmation that we have received your complaint. We make every effort to process your complaint promptly and investigate it impartially. We will collect and examine all relevant evidence and information, where necessary. Depending on the complexity of the matter and the possible need for consultation with third parties, this may take some time.<\/p>\n<p>As a rule, we will respond to your complaint within three weeks of receipt. Complaints regarding your rights and obligations as a payment services user pursuant to Sections 675c to 676c of the German Civil Code (BGB) or Article 248 of the Introductory Act to the German Civil Code (EGBGB) will generally be answered within no more than three weeks of receipt of the complaint.<\/p>\n<p>If, by way of an exception, we are unable to respond to your complaint within the aforementioned deadlines, we will inform you of this as well as the reasons for the delay and the expected processing time. A complaint regarding your aforementioned rights and obligations as a payment services user or Article 248 EGBGB will be answered by us conclusively within no more than 35 working days of receipt of the complaint.<\/p>\n<p><strong><br \/>\nHow does the complaints procedure end?<\/strong><\/p>\n<p>You will receive a response from us in which we inform you of the result of our investigation. If we are unable to comply with your request in full, or not at all, then we will explain our position to you.<\/p>\n<p><strong><br \/>\nOptions to lodge complaints with third parties<\/strong><\/p>\n<p>If you are not satisfied with our response, you will always have the opportunity to uphold your complaint and contact another office or authority.<\/p>\n<ul>\n<li><strong>Ombudsman for private banks:<\/strong> The bank participates in the out-of-court dispute resolutions procedure of the consumer arbitration body \u201cOmbudsman der privaten Banken\u201d (www.bankenombudsmann.de). There, the consumer has the opportunity to appeal to the ombudsman for private banks to settle a dispute with the bank. If the complaint concerns a dispute over a payment services contract (Section 675f BGB), customers who are not consumers may also call the ombudsman for private banks. Further details are available in the brochure \u201cRules of Procedure for Resolving Customer Complaints in the German Banking Industry\u201d, which can be provided on request or can be downloaded from https:\/\/en.bankenverband.de. The complaint must be submitted in text form (e.g. by letter, fax or e-mail) to the customer complaints office at Kundenbeschwerdestelle, Gesch\u00e4ftsstelle des Ombudsmann der privaten Banken, Bundesverband deutscher Banken e. V., Postfach 04 03 07, 10062 Berlin, Germany, fax: +49 301663-3169, e-mail: schlichtung@bdb.de.<\/li>\n<li><strong>Federal Financial Supervisory Authority:<\/strong> Customers may at any time lodge a complaint with the Bundesanstalt f\u00fcr Finanzdienstleistungsaufsicht (BaFin), Graurheindorfer Strasse 108, 53117 Bonn, Germany, in writing or attend in person to have a complaint recorded in writing, should the bank violate the Payment Services Supervision Act (ZAG), Sections 675c to 676c BGB or Article 248 EGBGB, or with regard to the termination of a basic account agreement. Further, pursuant to Section 48 of the German Payment Accounts Act (ZKG), a customer may apply to BaFin for administrative proceedings to be conducted if an application to conclude a basic account agreement has been rejected. <a href=\"https:\/\/www.bafin.de\/DE\/Verbraucher\/BeschwerdenStreitschlichtung\/BeiBaFinbeschweren\/BeiBaFinbeschweren_node.html\" target=\"_blank\" rel=\"noopener\">Further information can be found on the BaFin website.<\/a><\/li>\n<\/ul>\n<p>There is also the possibility to file a civil lawsuit.<\/p>\n<p>There are no costs involved in lodging a complaint in itself. The complainant shall only bear his or her own costs (e.g. postage or telephone).<\/p>\n<p><strong><br \/>\nData protection information<\/strong><\/p>\n<p>Information according to Articles 13, 14, 21 of the General Data Protection Regulation on the processing of your personal data by us and your rights under data protection law can be found on our website under <a href=\"https:\/\/www.hoernerbank.de\/en\/data-protection\/\">https:\/\/www.hoernerbank.de\/en\/data-protection<\/a>. If required, we would also be happy to send you our data protection information.<\/p>\n<\/div><\/section><\/p><\/div><\/div><!--close column table wrapper. Autoclose: 1 --><\/div><\/div><\/main><!-- close content main element --><\/div><\/div><div id='after_section_1'  class='main_color av_default_container_wrap container_wrap sidebar_right'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-small alpha units'><div class='post-entry post-entry-type-page post-entry-1913'><div class='entry-content-wrapper clearfix'>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":8,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-1913","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Complaints management - Hoerner Bank<\/title>\n<meta name=\"description\" content=\"Dissatisfied? 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