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.
Complaints handling procedure
All (potential) customers – for example, individuals, organisations or companies that are affected by a service or business activity of SaarLB can lodge a complaint.
The SaarLB Complaints Office is responsible for handling complaints. You can 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:
Board of Management
We need the following information to handle your complaint:
- Your full contact details (address, telephone number, email address, if applicable);
- description of facts;
- formulation of the request or indication of what is to be achieved with the complaint (for example, rectification of errors, improvement of services, clarification of a disagreement);
- copies of documents necessary to understand the case (if available);
- authorisation to represent a person, if you contact us in the name of and on behalf of another person.
You will always receive an acknowledgement of receipt of your complaint. If we are able to process and close the complaint quickly, you will receive a response instead of an acknowledgement of receipt. Our response will be made within a reasonable period of time after receipt of the complaint, depending on the complexity of the complaint. If we do not accept your complaint in full, you will receive an understandable explanation.
Unfortunately, it sometimes happens that we cannot find a satisfactory solution for you. In this case, you can take your complaint to the responsible Consumer Arbitration Board. In the event of disputes with SaarLB, it is possible to turn to the Arbitration Board of the Association of German Public Sector Banks (VÖB).
The request should be sent in text form to the following address:
Consumer Arbitration Board at
Federal Association of German Public Sector Banks (VÖB)
P.O. Box 11 02 72
Further details are governed by the Rules of Procedure of the Arbitration Board, which will be made available upon request. SaarLB participates in the dispute resolution procedure of this recognised Consumer Arbitration Board. Furthermore, you have the possibility of lodging a complaint with the Federal Financial Supervisory Authority (Bundesanstalt für Finanzdienstleistungsaufsicht), provided that your complaint concerns an alleged breach of regulations, compliance with which is monitored by the Federal Financial Supervisory Authority.
- The handling of complaints is free of charge.
- This policy will be reviewed at regular intervals.