Philipp Werthmüller
Communication & Media
Phone: +49 681 383-1264
philipp.werthmueller@saarlb.de
philipp.werthmueller@saarlb.de
Version of 5 December 2001, published in the Official Gazette of Saarland on 28 December 2001, pages 2,529 to 2,535, entered into force on 1 January 2002, last amended with effect from 1 May 2023, published in the Official Gazette of Saarland No. 22 on 7 June 2023.
Customer deposits at Landesbank Saar (SaarLB, SaarLB-La Banque Franco-Allemande) and LBS Landesbausparkasse Saar are protected by the deposit insurance system of the Savings Banks Finance Group.
The task of the deposit insurance system is to avert economic difficulties at the affiliated institutions by protecting the going concern of the member institutions. The primary objective is therefore to protect these institutions, in particular to ensure their liquidity and solvency. However, this is also intended to prevent the occurrence of a deposit insurance case and to protect customers’ business relationships.
Since the creation of the deposit insurance system in the 1970s, no member institution has become insolvent. No customer in the Savings Banks Finance Group has yet lost deposits or the interest owed on them.
The Deposit Insurance Act (Einlagensicherungsgesetz – EinSiG) entered into force in Germany on 3 July 2015. The law implements the corresponding EU directive. The Savings Banks Finance Group has realigned its tried and tested deposit insurance system to these legal requirements. It was recognised as a deposit insurance system under the Deposit Insurance Act.
1. Voluntary institutional insurance
The primary objective of the deposit insurance system is to protect the member institutions themselves and to avert imminent or existing financial difficulties. In this way, a deposit insurance case is to be avoided and the business relationship with the customer is to be continued permanently and without restriction.
2. Statutory deposit insurance
If, in exceptional cases, the institutional insurance does not apply, the customer has a claim against the deposit insurance system for reimbursement of their deposits up to a maximum of EUR 100,000. The Deposit Insurance Act is authoritative for this.
About the Sparkassenfinanzgruppe’s deposit guarantee scheme
Information sheet for contributors
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For us, your satisfaction comes first We consider it important to give you the opportunity to express criticism. We have therefore set up a Complaints Office and introduced complaint management measures.
The goal of our complaint management is to ensure that customer complaints are handled appropriately and promptly. Complaints received are evaluated in order to correct recurring errors or problems. This is how we try to ensure a high level of customer satisfaction and long-term customer loyalty.
This policy provides you with an overview of the complaint handling procedure for you.
These complaint management principles provide an overview of the process for handling your complaints.
Complaints Handling Procedure
All (potential) customers – for example, individuals, organisations or businesses – who are affected by a service or business activity of SaarLB may lodge a complaint.
SaarLB’s Complaints Office is responsible for handling complaints. You may submit complaints to SaarLB electronically, in writing or verbally.
Complaints submitted electronically can be sent to the email address Beschwerdemanagement@saarlb.de.
For written complaints, please contact:
SaarLB
Vorstandsstab
Beschwerdemanagement
Ursulinenstraße 2
66111 Saarbrücken
In order to process your complaint, we require the following information:
We will always send you confirmation that we have received your complaint. If we are able to resolve the matter promptly, you will receive a response in place of the confirmation of receipt. Depending on the complexity of the complaint, we will respond within a reasonable timeframe after receiving it. If we do not fully uphold your complaint, we will provide you with a clear explanation of our decision.
Unfortunately, there are times when we are unable to find a satisfactory solution for you. In such cases, you may submit your complaint to the relevant consumer arbitration board.
In the event of a dispute with SaarLB, you may contact the arbitration board of the Federal Association of German Public Banks (VÖB).
Please send your complaint in writing to the following address:
Verbraucherschlichtungsstelle beim
Bundesverband Öffentlicher Banken Deutschlands, VÖB
Postfach 11 02 72
10832 Berlin
Email: ombudsmann@voeb-kbs.de
Internet: https://www.voeb.de/was-wir-tun/ombudsmann/
Further details are set out in the rules of procedure of the arbitration board, which will be provided on request. SaarLB participates in the dispute resolution procedure administered by this recognised consumer arbitration board.
You also have the option of lodging a complaint with the Federal Financial Supervisory Authority, provided that your complaint concerns an alleged breach of regulations which the Authority is responsible for enforcing.
Other information
(1) There is no charge for handling complaints.
(2) These principles are reviewed at regular intervals.
In the event of a dispute with SaarLB, you may contact the arbitration board of the Federal Association of German Public Banks (VÖB, e. V.).
Verbraucherschlichtungsstelle beim
Bundesverband Öffentlicher Banken Deutschlands (VÖB)
Postfach 110272
D-10832 Berlin
E-Mail: ombudsmann@voeb-kbs.de
Internet: https://www.voeb.de/was-wir-tun/ombudsmann
Further details are set out in the rules of procedure of the arbitration board, which will be provided on request. The Bank participates in the dispute resolution proceedings before this recognised consumer arbitration board.
The bank’s email address is: service@saarlb.de
Information regarding complaints about payment service providers:
In the event of alleged breaches of
A complaint may also be lodged with the Federal Financial Supervisory Authority.
The addresses are:
Bundesanstalt für Finanzdienstleistungsaufsicht
Graurheindorfer Straße 108
D-53117 Bonn
und
Bundesanstalt für Finanzdienstleistungsaufsicht
Marie-Curie-Straße 24-28
D-60439 Frankfurt am Main
Information regarding the possibility of out-of-court dispute resolution
