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  4. Who can I contact if I have a complaint?
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  4. Who can I contact if I have a complaint?

Who can I contact if I have a complaint?

The satisfaction of our customers with the products and services of Advanon AG is very important to us. If we do not meet your expectations, please inform us. We take your complaint seriously and strive to find a solution to your problem.

You can address your complaint to us either by post, e-mail or telephone:

  • Service Hotline: Phone +49 30 437 733 11 (Your telephone provider charges you for a call to the German landline network)
  • Email: team@advanon.com
  • Address: Advanon AG
    Baslerstrasse 60
    8048 Zurich

For German Customers
Advanon offers its services in Germany in cooperation with Wirecard Bank, which is regulated by the German Banking Act (KWG) and directly supervised by the Federal Financial Supervisory Authority (BaFin). All complaints can also be forwarded to Wirecard Bank.

The satisfaction of its customers with its products and services is very important to Wirecard Bank. Should Wirecard Bank or Advanon fail to meet your expectations, please inform Wirecard Bank. Your complaint will be taken seriously and Wirecard Bank will endeavor to find a solution to your problem. You can address your complaint to Wirecard Bank either by post, e-mail or using the online form.

  • Online form: https://www.wirecardbank.de/beschwerdemanagement/
  • Service Hotline: Phone+49 (0) 30 / 300 110 600 (Your telephone provider charges you for a call to the German landline network)
  • Email: beschwerde@wirecardbank.com
  • Address: Wirecard Bank AG
    Einsteinring 35
    85609 Aschheim

Wirecard Bank participates in the dispute resolution proceedings of the consumer arbitration board “Ombudsman of Private Banks” (www.bankenombudsmann.de). There, the consumer has the opportunity to appeal to the ombudsman of the private banks in order to settle a dispute with the bank. If the subject of the complaint concerns a dispute about a payment service contract (§ 675f of the German Civil Code), customers who are not consumers may also call upon the ombudsman of the private banks. Further details can be found in the “Rules of Procedure for the Arbitration of Customer Complaints in the German Banking Industry”, which are available on request or can be downloaded from the Internet at www.bankenverband.de . The complaint must be addressed in text form (e.g. by letter, fax or e-mail) to the Customer Complaint Office at the Bundesverband deutscher Banken e. V., Postfach 04 03 07, 10062 Berlin, Fax: (030) 1663-3169, E-mail: ombudsmann@bdb.de In addition, the customer has the option of contacting the Bundesanstalt für Finanzdienstleistungsaufsicht, Graurheindorfer Strasse 108, 53117 Bonn, and Marie-Curie-Str. 24-28, 60439 Frankfurt am Main or the European Central Bank, Sonnemannstr. 20, 60439 Frankfurt am Main about violations by the Bank against the Payment Services Supervision Act (Zahlungsdiensteaufsichtsgesetz – ZAG), §§ 675c – 676c of the German Civil Code (Bürgerliches Gesetzbuch – BGB) or against Art. 248 of the Introductory Act to the German Civil Code (Einführungsgesetz zum Bürgerlichen Gesetzbuch – EGBGB).

The Bank is a member of the Deposit Protection Fund of the Bundesverband deutscher Banken e.V. and the Entschädigungseinrichtung deutscher Banken GmbH. Bearer bonds issued by the Bank are not protected. For further details, please refer to No. 20 of the General Terms and Conditions, the “Information Sheet for Depositors” and the website of the Entschädigungseinrichtung deutscher Banken GmbH at www.edb-banken.de.

Updated on January 25, 2019

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