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  • Complaints

    There may also be times of dissatisfaction. Of course we take every complaint seriously.
    Please send complaints by e-mail to: beschwerdestelle@concedus.com

    Information on complaint management

    CONCEDUS GmbH has the claim to always provide our customers with products and services that meet their needs. The satisfaction of our customers is always our focus.

    To care also means to give full attention to dissatisfied customers. If, contrary to our stated goal, we receive a complaint, we make every effort to remedy the dissatisfaction of the customer in question and take steps to prevent a recurrence.

    To give our customers the opportunity to voice criticism, we have set up a central complaints office and implemented complaint management measures. In this way, we pursue the goal of ensuring that customer complaints are handled appropriately and promptly.

    This information is aimed at our (potential) customers and is intended to provide answers to the following questions:

    Where and how can you complain?
    What is the complaint procedure?

    Where and how can you complain?

    The following e-mail address is available for electronic submission of the complaint: Verf├╝gung:beschwerdestelle@concedus.com

    Form and content of the complaint

    In order to process your complaint immediately, we ask you for the following information:

    Sequence of the complaint procedure

    CONCEDUS GmbH will endeavor to gather and review all relevant evidence and information regarding the complaint; communicate in clear, unambiguous language; provide a response without undue delay.

    Likewise, our customer will receive confirmation of receipt of the complaint in question. If the complaint can be processed in a timely manner, the complainant will already receive a written response in place of the confirmation of receipt.

    If no initial response can be given within the usual period (10 days), we will inform the complainant in an adequate manner of the reasons for the delay and indicate when the investigation by our institute is expected to be completed.

    All complaints, without exception, are processed and responded to with the relevant departments and the compliance team.

    In principle, we aim to respond within three weeks at the latest.
    Once complaint processing has been completed, our customers receive a comprehensive response to the respective complaint in a timely manner.

    General information and data protection

    All complaints received are registered and archived electronically.

    Complaints relating to investment advice and investment brokerage in connection with financial instruments must be reported by our institution to the competent authority, the German Federal Financial Supervisory Authority (BaFin).
    The processing of complaints is free of charge.

    Information pursuant to Articles 13, 14, 21 of the General Data Protection Regulation on the processing of your personal data by our institute and the claims and rights to which you are entitled under the data protection regulations can be found in our Privacy Policy.