Complaints Management

In the event that we have not fully met your expectations or you have cause to complain, please inform us immediately

How to contact us

You can contact us with your complaint in various ways:

  • By e-mail: complaints_management@owh.de
  • In person: Directly to your relationship manager
  • In writing: OWH SE i.L. – Complaints Management
    Marienturm, Taunusanlage 9-10; D-60329 Frankfurt am Main

Please provide the following information:

  • Name and surname
  • Your address
  • Phone number
  • E-mail address
  • Customer and/ or account number (if available)
  • A detailed description of your complaint

Details on the complaints-handling process

We acknowledge all complaints immediately upon receipt. Once a complaint has been received, we will undertake an initial review of the complaint. The final decision on the complaint will be provided in written form.

We are committed to resolve complaints within max. 15 working days of receipt. If we need more time to respond, we will inform you of the reasons for the delay, and the expected processing time

Unfortunately, sometimes we may not be able to find a satisfactory solution for you. You always have the option of filing a civil lawsuit or contacting another office with your complaint:

Federal Financial Supervisory Authority (BaFin)

You can find information on how to lodge a complaint with BaFin on its website linked here. There you will also find information on out-of-court dispute resolution at BaFin’s arbitration board. You can reach the arbitration board

  • By e-mail: schlichtungsstelle@bafin.de
  • In writing: Arbitration Board at the Federal Financial Supervisory Authority (BaFin) Division ZR 4, Graurheindorfer Straße 108, 53117 Bonn

European online dispute resolution platform

The European Commission has set up a European online dispute resolution platform (ODR platform). Consumers can use this platform for out-of-court settlement of disputes arising from online contracts with a company established in the EU.