In accordance with the joint committee-guidelines concerning the procedures for handling complaints for security transactions (ESMA) and the banking industry (EBA) as well as according to the Austrian Payment Services Act 2018 (ZaDiG 2018), Bank Gutmann AG has introduced effective and transparent procedures for dealing with investor and payment service user (clients) complaints promptly and appropriately. All complaints received as well as all actions taken to resolve them are documented and archived. Complaints provide important information about potential weaknesses in serving clients and contribute to the enhancement of service quality.
Investors may report complaints to the following address free of charge:
Bank Gutmann AG
Schwarzenbergplatz 16, 1010 Vienna
Phone: +43-1-502 20-211
(on weekdays 9:00 to 16:00 CET)
Bank Gutmann AG ensures that all complaints which are received are handled promptly and that the customer concerned is contacted by us as soon as possible in order to provide an adequate solution. Our dedicated complaints management department is responsible for handling all incoming complaints.
There are further options available to the customer if the complaint is not been satisfactorily resolved:
Bank Gutmann AG has joined the Joint Conciliation Board of the Austrian banking industry (Wiedner Hauptstraße 64, 1045 Vienna, Austria www.bankenschlichtung.at). A further option for lodging a complaint can be made with the Consumer Arbitration Board (Mariahilfer Strasse 103/1/18, 1060 Vienna, Austria www.verbraucherschlichtung.at). As a final recourse, it is also possible to file a civil lawsuit.