Concedus operates a documented complaint-handling procedure under § 3e WpDVerOV. Every complaint is logged, acknowledged, and resolved within defined timelines, free of charge.
1. How to file a complaint
Complaints can be submitted in writing via:
- [email protected]
- Phone
- +49 911 7439 400 0
- Post
- CONCEDUS GmbH · Complaints Department
Ostendstraße 100, 90482 Nürnberg, Germany
2. What to include
For efficient processing, please include:
- Your full name and contact details
- Account or client reference (if applicable)
- A clear description of the complaint
- Supporting documents
- Your preferred response method
3. Acknowledgment
We acknowledge every complaint in writing within five working days of receipt.
4. Processing and response
We process complaints objectively, thoroughly, and without charge. A substantive response is provided within a maximum of 30 working days. For exceptional cases requiring extended review, we inform you of the reason and the expected response timeline.
5. Complaint register
All complaints are logged in a central complaint register and
reviewed regularly for systematic issues and procedural
improvements, as required under § 3e WpDVerOV.
6. Arbitration board (for consumer matters)
If our response does not resolve the matter to your satisfaction, you may refer the complaint to the Schlichtungsstelle der Deutschen Bundesbank. See Imprint for contact details.
7. BaFin
You may also submit complaints to our supervisory authority, the Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin), at any time. Contact details: www.bafin.de.
8. EU online dispute resolution
For consumer matters, the European Commission's online dispute resolution platform is available at https://ec.europa.eu/consumers/odr. Note: we are not obligated and not willing to participate in proceedings before a consumer arbitration board.