Feedback and complaints

We work together toward your goals and aspire to provide you with the best possible service. If you are ever dissatisfied with our service, we will always attempt to find a solution. We will address your concerns right away.

Please do not hesitate to let us know if you have cause to be dissatisfied; contact us at your earliest convenience:
Kundenfeedback-Deutschland@ubs.com.

EU Commission Online Dispute Resolution platform (ODR)

To encourage the settlement of consumer disputes out of court, the European Commission set up the ODR platform, to which you can submit your complaint.

You can access the ODR platform at: http://ec.europa.eu/consumers/odr/

Alternative dispute resolution through the ombudsman scheme

UBS Europe SE belongs to the Federal Association of German Banks. As part of our involvement, we have voluntarily signed on to the out-of-court dispute settlement system "Ombudsman for private banks". The ombudsman scheme aims to settle disputes without bureaucracy and out of court by jointly working out a solution. This process is supported by independent parties, such as former judges.

Ombudsman proceedings must be initiated in writing (e.g. letter, fax, e-mail). The best way to do this is through the form provided by the Federal Association of German Banks at: http://verbraucher.bankenverband.de/beschwerdestelle/beschwerdeformular [German only].

Please return the completed complaints form or a letter outlining the issue in your own words, including copies of all relevant documents (e.g. account or custody account statements, loan agreement etc.), to the Customer Complaints Office at the Federal Association of German Banks:

Kundenbeschwerdestelle
Bundesverband deutscher Banken
Postfach 04 03 07
D-10062 Berlin
Tel. +49 (0)30-1663-3166
Fax +49 (0)30-1663-3169
ombudsmann@bdb.de

The ombudsman scheme is risk-free and free of charge to consumers. Settlement decisions are not binding for consumers. If the consumer disagrees with the decision, they are free to enter into regular legal proceedings at any time. For smaller claims up to 10,000 euros, any settlement decision is only binding for the bank.

For more information [German only] about the ombudsman scheme, visit the arbitration service online (http://verbraucher.bankenverband.de/) and select "Beschwerdestelle". Here you can find answers to frequently asked questions and details of the process involved in the ombudsman scheme, for example.

If you prefer to send your complaint to us directly, please use the above e-mail address.