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    Dear customers,

    At Yapi Kredi Bank Deutschland GmbH & Co. OHG (formerly Bankhaus J. Faisst OHG), your satisfaction with our products and services is at the heart of everything we do. Protecting and safeguarding your interests is our top priority.

    We do not view feedback – whether in the form of comments, requests or complaints – as criticism, but rather as a valuable opportunity for further development. It helps us to continuously improve our services and strengthen trust in our bank in the long term.

    Our principles for handling your concerns

    We follow these principles to ensure that we handle your concerns fairly, transparently, and in a customer-oriented manner:
    • Safeguarding and protecting your interests
    • Independent and conflict-free review
    • Prompt processing (if possible upon first contact)
    • Clear, understandable, and transparent communication
    • Confidential handling of your information

    How to contact us
    • In person via your customer advisor at our head office or at one of our branches
    • Directly by mail, telephone, email, or fax to our customer service or complaint management team:

    Yapi Kredi Bank Deutschland GmbH & Co. OHG
    Complaints Management
    Neue Mainzer Straße 75
    60311 Frankfurt am Main

    Email: wecare@yapikredi.de
    Phone: +49 69 5095465-65
    Fax: +49 69 97265665

    To ensure prompt processing, please provide the following information:
    • Your full name and your account or customer number
    • Your current contact details (address, telephone number, email address)
    • A description of your concern that is as detailed as possible (e.g., feedback, inquiry, comment, or dissatisfaction) The product or service in question

    If you do not have all of this information, please describe the situation as specifically as possible so that we can still review your request promptly.

    What happens after you contact us?
    Once we receive your message, we will send you a confirmation email. We usually process your request within seven business days. If more time is required, we will of course inform you with an interim message.

    What if you are not satisfied with the result?
    If you disagree with our response, you have the option of contacting an independent arbitration board.

    We participate in the dispute resolution procedure of the Ombudsman for Private Banks:

    Ombudsmann der privaten Banken
    Geschäftsstelle
    Postfach 04 03 07
    10062 Berlin

    E-Mail: schlichtung@bdb.de
    Fax: +49 30 1663-3169
    www.bankenombudsmann.de

    Please submit your request in writing (e.g., by letter, fax, or email).

    Note: Non-consumers can also use the arbitration board if the dispute relates to a payment services contract (Section 675f BGB).

    Further details can be found in the Rules of Procedure for the Settlement of Customer Complaints in the German Banking Industry, available on request or online at www.bankenverband.de.

    Supervision by BaFin

    Irrespective of this, you can also complain to the Federal Financial Supervisory Authority (BaFin) about possible violations of legal requirements, in particular:
    • the Payment Services Supervision Act (ZAG)
    • Sections 675c to 676c BGB
    • Article 248 EGBGB

    Bundesanstalt für Finanzdienstleistungsaufsicht
    Schlichtungsstelle
    Graurheindorfer Straße 108
    53117 Bonn

    E-Mail: schlichtungsstelle@bafin.de
    Fax: +49 228 4108-62299