Dispute Resolution and Account Tracing

The team takes care of the arbitration board of private banks and is the contact point for bank customers in complaint matters.

The team is responsible for the ombudsmen system of private banks, is the contact point for bank customers in complaint matters against private banks and organises the account investigation procedure for bank customers. The team is part of the Organisation and Communication Division, as are the teams HR; Finance; Organisation and IT Management.

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Contact

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Julia KernHead of Dispute Resolution and Account Tracing, Associate Director
+49 30 1663 2326Send E-Mail
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Alexandra SparagaAssociate
+49 30 1663 1573Send E-Mail
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Ombudsman Scheme

If you have a disagreement with your bank, you can present your case to the ombudsmen of the private banks free of charge. You can find more information on the website of the  Customer Complaints Office.

To the website

Related Topic Groups

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Retail and Consumer Protection

The team deals with retail banking, legal consumer protection and consumer policy.
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HR

The team is responsible for HR management, HR development, HR systems and conceptual HR work in the Association of German Banks.
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IT-Management

The team is responsible for the entire IT of the Association of German Banks.
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Department Communications

This department includes the Media Relations and Digital Content and Channels teams.