Complaints Management service
The satisfaction of our customers with the products and services of Wirecard Bank is very important to us. If we do not live up to your expectations, please let us know. We will take your complaint seriously and strive to find a solution for your issue.
You can send us your complaint by post, email or fax, or you can use the online form on this page. Please first read through the ‘Complaints Management’ information sheet carefully. This contains information about how we handle complaints as well as all the details and documents you need to submit a complaint.
Please send your complaint to:
Wirecard Bank AG
Fax: +49 (0)89 4424 2100
Your information regarding the complaint
Independent arbitration bodies
If it is not possible to find a solution that is satisfactory for both sides, you can refer to one of the following arbitration bodies.
Wirecard Bank is involved in the dispute resolution procedure of the ombudsman scheme of private banks (www.bankenombudsman.de), where consumers can request the resolution of a dispute with a bank. If the subject of a complaint involves a dispute in connection with a payment services contract (section 675f of the German Civil Code – Bürgerliches Gesetzbuch, BGB), cardholders who are not consumers may also refer to the ombudsman of private banks for resolution of the dispute.
Further information is provided in the Rules of Procedure for the Settlement of Customer Complaints in the German Private Commercial Banking Sector (Verfahrensordnung für die Schlichtung von Kundenbeschwerden im deutschen Bankgewerbe), which is provided on request and is also available online at www.bankenverband.de. The complaint must be submitted in writing (e.g. by letter, fax or email) to Ombudsmann der privaten Banken, Geschäftsstelle, Postfach 04 03 07, 10062 Berlin, Germany, fax: +49 (0)30 1663 3169, email: firstname.lastname@example.org.
German Federal Financial Supervisory Authority and European Central Bank
Furthermore, the cardholder may write to the German Federal Financial Supervisory Authority (Bundesanstalt für Finanzdienstleistungsaufsicht, BaFin) at Graurheindorfer Strasse 108, 53117 Bonn, Germany, and Marie-Curie-Strasse 24–28, 60439 Frankfurt am Main, Germany, or to the European Central Bank, Sonnemannstraße 20, 60439 Frankfurt am Main, Germany, at any time to have complaints recorded in writing regarding violations on the part of the bank of the German Payment Services Supervision Act (Zahlungsdiensteaufsichtsgesetz, ZAG), sections 675c to 676c of the German Civil Code or article 248 of the Introductory Act to the German Civil Code (Einfühungsgesetz zum Bürgerlichen Gesetzbuch, EGBGB).