Complaint submission / -Processing (BT 12.1.2. MaComp)

Complaints are to be submitted to the Compliance Department by mail with the following information:

Complainant (institution, contact person, contact details).
To be addressed to: joern.moeser@eurobond-sales.de
The submission of a complaint is free of charge for the customer, Art. 26 para. 2 DELVO (EU) 2017/565.

The employee who receives a customer complaint (usually the customer advisor) must immediately email a complete report to the compliance unit and the management (trade) as defined in Art. 26 (4) DELVO (EU) 2017/565, including all information necessary to assess the facts (e.g. copies of email correspondence, trader sheets, confirmations, etc.).

After a timely investigation of the matter, it is up to the management how to proceed with the complaint.

The customer will be informed of the management's decision.