We’re committed to providing our customers with the highest standard of service. If you have a complaint, we want to know! We’ll address the issue as quickly and as fairly as possible.

Our promise

You can be sure that we will deal with your complaint fairly, courteously and promptly. We’ll log and fully investigate your complaint and we will rectify the situation in as far as we can, so that it doesn’t happen again. If the mistake is ours, we’ll give you an explanation and an apology.

What happens next?

• We aim to resolve all issues where possible on the spot
• If the issue requires further investigation we will send you a written acknowledgement of your complaint within 5 business days and give you the name of the person dealing with the issue
• If your issue is payment related, this falls under the Payment Services Directive 2 (PSD2), and a Final Response Letter (FRL) will be issued to you within 15 business days.  In exceptional circumstances, where a response cannot be issued within 15 business days, a holding letter will be issued to you outlining the reason for the delay and specifying the deadline by which you can expect to receive a response.  In any event, you shall receive a Final Response Letter within 35 days. We will also include contact details of the Office of the Financial Services and Pensions Ombudsman
• If your issue is non-payment related, and if for some reason we haven't resolved your complaint within 20 business days, we will send you a written update.  In exceptional circumstances, where the matter is not resolved within 40 business days we will write to inform you and let you know when you can expect a full reply. We will also include contact details of the Office of the Financial Services and Pensions Ombudsman

For general queries please email us at info@karlsruhebaden.com.

Please note, any correspondence received after 5.30pm will not be actioned until the next working day.

What if I’m still not satisfied?

We’ll make every effort to agree a fair and reasonable resolution with you. However, if you are not satisfied with our response you may refer your complaint to the Office of the Financial Services and Pensions Ombudsman for arbitration.

The Ombudsman is an independent adjudicator whose services are available free of charge to customers who have unresolved complaints with their service provider. The Ombudsman will only become involved after the matter has been processed through the Bank’s internal complaint procedures, so it is important that you firstly give us the opportunity to resolve your problem.

How do I know if my complaint is payments related, or not?

A payment related complaint is an expression of dissatisfaction in relation to any lodgement, transfer, or withdrawal of money, or information we provide about payment services available on your account, including the terms and conditions.  

Please note: The above are examples and not an exhaustive list.