Complaint Process

Our aim is to offer you the products and services that meet your needs, delivered to the standard you would expect. If we do not meet your expectations, please tell us. We aim to ensure any concerns you have will be dealt with promptly and fairly. Submitting complaints is free of charge.

How to reach us

Your client advisor or client service officer or their manager are there to deal with any questions, concerns or complaints you raise. Outside of routine meetings you can contact your relationship manager or client service officer via email, telephone or by post.

Information we need from you

To enable us to fully investigate your complaint, please provide us with the following information:

  • Complainants name and role on the account (e.g. account owner, client’s representative)
  • Contact details
  • Your account, product and service relating to the complaint
  • The actual complaint: The date the issue occurred, reason for complaint (What occurred and how you have been affected), pertinent documents or correspondence, other relevant details

What you can expect from us

We will make all reasonable efforts to resolve the matter. If we are not able to respond to your complaint right away, we will send you a written indication of when you can expect our response. Our response will outline the details and outcome of our investigation.

Although we welcome all feedback from customers, unfortunately we can only address complaints from clients and prospects of Deutsche Bank (Switzerland) Ltd.

Deutsche Bank (Switzerland) Ltd.

Swiss Banking Ombudsman

The Swiss Banking Ombudsman is also available for you to contact should you, despite our best efforts, still not be happy with the response provided to you by us. This step is also free of charge for you.

Typically before taking any action the ombudsman will expect the client to have given the bank an opportunity to respond or settle the issue bilaterally by having communicated the complaint and demands to the bank in writing prior to contacting the ombudsman.

The ombudsman can be reached at the following address:

Swiss Banking Ombudsman
Bahnhofplatz 9
PO Box
8021 Zurich

T +41 (0)43 266 14 14
F +41 (0)43 266 14 15

http://www.bankingombudsman.ch/en/

Please also find the corresponding information in the following languages:

French

Spanish

Italian

German