Your satisfaction with our services is our highest aspiration. We attach great importance to a first-class service and try to constantly improve our quality for you as a customer through your comments. If you are still dissatisfied with our services, please do not hesitate to contact us. We will do our utmost to process your request quickly and in a solution-oriented manner.

We offer the following ways to contact us:

  • If you, as a customer, wish to express your dissatisfaction, please do not hesitate to contact your relationship manager or their supervisor.
    If you feel that you have not received a satisfactory response, you may contact the Bank Julius Bär Deutschland AG Complaints Department directly:

    • Send us a letter:
      Bank Julius Bär Deutschland AG
      Feedback and Complaints
      P.O. Box 15 02 52, 60062 Frankfurt am Main, Germany

    • If you would like to send us your request digitally, you can use the contact form. In order to be able to process your request in the best possible way, we would ask you to provide your name, address and client reference number as well as a description of your concern.

Complaint procedure

After receiving your complaint, we will process it immediately and send you a written confirmation of receipt. Your complaint will be dealt with individually and in a goal-oriented manner. We will make every effort to find a fair and satisfactory solution for you and for us. After final clarification of the facts and conclusion of the procedure, you will receive a written summary of your complaint. The complaint procedure is, of course, free of charge for you.

Alternative dispute resolution and the possibility of a civil lawsuit

The Bank Julius Bär Deutschland AG participates in the dispute resolution scheme run by the consumer arbitration body “The German Private Banks’ Ombudsman” (www.bankenombudsmann.de). Consumers may have any disputes with the Bank resolved by the Ombudsman. Where disputes concerning a payment services contract (Section 675f of the German Civil Code (Bürgerliches Gesetzbuch)) are involved, customers who are not consumers also may request their resolution by the Ombudsman. Further details are contained in the “Rules of Procedure for the German Private Banks´ Ombudsman”, which are available on request or can be downloaded from the Internet at www.bankenombudsmann.de. Complaints should be addressed in text form (e.g. by letter or email) to the German Private Banks´ Ombudsman Office at the Association of German Banks (Bundesverband deutscher Banken), P.O. Box (Postfach) 04 03 07, 10062 Berlin; email: schlichtung@bdb.de.

In addition, customers may make complaints at any time in writing or orally on the record to the German Federal Financial Supervisory Authority (Bundesanstalt für Finanzdienstleistungsaufsicht - BaFin), Graurheindorfer Strasse 108, 53117 Bonn, about breaches by the Bank of the German Payment Services Supervision Act (Zahlungsdiensteaufsichtsgesetz), Sections 675c - 676c of the German Civil Code (Bürgerliches Gesetzbuch) or Article 248 of the Act Introducing the German Civil Code (Einführungsgesetz zum Bürgerlichen Gesetzbuch).

The European Commission has set up a European Online Dispute Resolution (ODR) Platform at https://ec.europa.eu/consumers/odr . Consumers can use the ODR Platform for out-of-court resolution of a dispute arising from online contracts with a company domiciled in the EU.

You also have the option of filing a civil lawsuit.