Your satisfaction is our priority

The satisfaction of our customers is our top priority. Our goal is to offer products and services that fully meet customer expectations and quality standards. We view customer feedback and criticism as a vital contribution to our continuous development. Should a customer nevertheless have cause for dissatisfaction, Raisin Bank AG wants to work together with them to find solutions and restore their satisfaction.

For Raisin Bank AG, customer satisfaction comes first. We regard complaints as valuable customer feedback that offers us a significant opportunity to learn from mistakes, sustainably increase our service quality, and systematically eliminate future sources of error.

Our complaint management pursues four core objectives:

• Restoration of customer satisfaction: We aim to resolve concerns through amicable and mutually satisfactory solutions, ensuring that our response addresses your specific reasons for dissatisfaction in a constructive manner.

• Objective examination: We are committed to an effective and transparent procedure. Every complaint is examined in a traceable, objective, and appropriate manner, without any conflicts of interest.

• Speedy remedy: We guarantee prompt processing and quick clarification of your request through simple, efficient, and structured processes.

• Continuous improvement: Through a systematic, monthly evaluation of complaint volumes, we identify recurring errors or systemic weaknesses in order to optimize internal processes and permanently secure our quality standards.

A complaint exists if you - as a customer, potential customer, interested party, or other authorized third party (e.g., legal representative or authorized person) - express your dissatisfaction regarding the products or services of Raisin Bank AG, including our investment services and ancillary investment services.

In this context, your subjective perspective alone is decisive: if your expectations have not been met, we take this seriously as a complaint. For the purposes of processing, it is irrelevant which communication channel you use to contact us or whether you explicitly describe your concern as a "complaint."

Preferred Channels

We recommend submitting your concern digitally, as this enables particularly fast routing  and processing:

• Electronic: Via email or directly through the online banking of your Raisin account.
• Physical: You may also send us your complaint by post.

Additional Support and Human Intervention

Raisin Bank AG recognizes that some customers require additional support. Customers who require additional assistance - including those in vulnerable circumstances or those experiencing difficulty with electronic communications - may contact customer service at any time. Customers maintain the explicit right to request and obtain human intervention whenever personal assistance, clarification, or support is required regarding their contract or complaint.

Required Information

Please provide us with the following information so that we can review the facts immediately:

• Full contact details (name, address, and if applicable, phone number and email address for inquiries).
• The date/time at which the dissatisfaction or the event in question occurred.
• Specific reference to the product or service.
• A detailed description of the facts (e.g., requested error correction, suggestion for improvement, or clarification of a disagreement).
• If available: Copies of documents that contribute to the understanding of the process.

Representation and Acting on Behalf of Third Parties

If you are submitting a complaint on behalf of another person (e.g., as an authorized representative, legal representative, guardian, heir, or lawyer), please note the following essential information:

• Proof of representation: For reasons of banking secrecy and data protection (GDPR), we are legally obliged to protect the confidential data and banking secrecy interests of our customers. We therefore strictly require written proof of your authority to represent (e.g., a power of attorney, a certificate of guardianship, a certificate of inheritance, or a court appointment order).
• Information without proof: If such proof is not provided, we will of course record your complaint and initiate an internal review. However, for data protection reasons, information on the processing status, content, and the final outcome may only be provided directly to the customer concerned.
• Customer expectations: In representation cases, we always base our review  on the legitimate interests and expectations of the represented customer throughout the entire examination process.

Your complaint represents valuable customer feedback for Raisin Bank AG. Our goal is to resolve your concern as quickly and thoroughly as possible.

Upon receipt of your complaint, you will receive an acknowledgment of receipt (written or electronic), containing your case reference number, either automated or within 5 business days. Regardless of the submission channel, we record all complaints in our complaint register.

• Standard deadline: Subject to differing legal requirements, we will respond to your complaint without undue delay, generally within 15 business days of receipt.
• Interim notice: Should a response within this period not be possible in individual cases (e.g., because complex investigation is required), we will inform you in writing of the reasons for the delay and specify the date by which the review  is expected to be completed. For payment services pursuant to the Payment Services Oversight Act (ZAG), this shall be no later than 35 business days after receipt of the complaint.

As part of the complaint examination, all relevant evidence and information are collected and objectively evaluated. Should our final decision deviate from your expectations or requests, we will explain the reasons in a clear manner and  inform you of your options to pursue the matter further. 

The processing of your complaint is completely free of charge for you.

Customer Service of Raisin SE (Recommended & fastest route for platform customers being the platform service provider)

For all matters and complaints in connection with the use of the Raisin platform, we recommend contacting Raisin SE Customer Service directly.

These are the fastest ways to reach us:

• Online Banking: Secure message directly from your Raisin online banking account
• Email: kundenservice@raisin.com
• Phone: + 49 (0) 30 / 21 78 40 02
• Postal Address: Raisin SE, P.O. Box 440554, 12005 Berlin, Germany

Raisin Bank AG Complaint Management

You may also submit your complaint directly to Raisin Bank AG's Complaint Management department at any time:

• Address: Raisin Bank AG, Beschwerdemanagement, Niedenau 61 – 63, 60325 Frankfurt am Main, Germany
• Email: beschwerdemanagement@raisin.bank
• Phone: +49 (0) 69 / 75 60 98 – 0

Assistance and Accessibility

Raisin Bank AG recognizes that some customers require additional support. If you face access or navigation difficulties, please notify the bank so that all reasonable steps can be taken to provide tailored assistance.

If direct dialogue does not yield a satisfactory solution, alternative official dispute resolution pathways are available. Raisin Bank AG does not participate in dispute resolution proceedings before private consumer conciliation bodies. Depending on the nature of your request, the following official bodies are responsible:

Conciliation Body at Deutsche Bundesbank: 

• When relevant: Responsible for disputes concerning payment services (e.g. money transfers, account management) or distance financial services contracts.

• How to submit: You can submit 

  • a written request by post to Deutsche Bundesbank, Schlichtungsstelle, Postfach 10 06 02, 60006 Frankfurt am Main, Germany, 

  • by email to schlichtung@bundesbank.de, or 

  • online via the Bundesbank’s application portal on their website.

Conciliation Body at Bafin (Federal Financial Supervisory Authority): 

• When relevant: Responsible for conciliation in disputes concerning investment services, matters under the Capital Investment Code (KAGB), and general banking operations under the German Banking Act (KWG) between consumers and supervised institutions.

• How to submit: You can submit a conciliation request 

  • in writing by post to Bundesanstalt für Finanzdienstleistungsaufsicht, Schlichtungsstelle, Graurheindorfer Straße 108, 53117 Bonn, Germany, 

  • by email to schlichtungsstelle@bafin.de, or

  • online using the official conciliation form on Bafin's website.

Formal Regulatory Complaint to Bafin: 

• When relevant: Independent of conciliation proceedings, you maintain the right at any time to lodge a formal regulatory complaint with Bafin regarding any alleged statutory breaches by the Bank (such as under the Payment Services Supervision Act – ZAG, Sections 675c to 676c of the German Civil Code – BGB, or Article 248 of the Introductory Act to the Civil Code – EGBGB).

• How to submit: You can submit a formal regulatory complaint 

  • in writing by post to Bundesanstalt für Finanzdienstleistungsaufsicht, Graurheindorfer Straße 108, 53117 Bonn, Germany, or 

  • online using the official complaint form on Bafin’s website.

Ordinary Courts:
You explicitly retain the right to refer your legal matter to ordinary courts of law at any time.

These complaint handling principles are reviewed and updated regularly (at least annually)  and on an ad-hoc basis as required.

Last update: November 2026