Our complaint management is always interested to hear your concerns. Your complaint, relating to a product or service that our institution provides, can be submitted by post or e-mail. 

Erste Group Bank AG
Ombudsstelle
Am Belvedere 1
1100 Wien 

ombudsstelle@erstegroup.com

We aim to solve your complaint as quickly as possible. In order to facilitate the process, please provide the following information:

• Your name and address
• A description of the issue
• What expectations you have from us to rectify the situation

By contacting us, you express your consent that Erste Group Bank AG will process your data in the following manner:

Depending on the entity concerned, your complaint will be either managed by Erste Group Bank AG or forwarded to the respective legal entity for handling.

If the complaint concerns Erste Group Bank AG, we will process it in line with our internal regulations and local requirements. We will respond directly to your request in a timely manner. 

Shall the complaint concern a different member of Erste Group than Erste Group Bank AG, your complaint will be forwarded to the respective legal entity for solving. Once forwarded, the responsible entity will take over and contact you in due time. Erste Group Ombudsstelle will monitor the processing and timeliness of the answer communicated to you in order to comply with local legal requirements. 

All information that you provide us with regard to the complaint will be stored for a period of 5 years in order to comply with Austrian legal requirements. Please note that the forwarded local complaints not concerning the Erste Group Bank AG might be stored by the respective legal entity for a different period of time depending on the local laws.  

The data provided in connection with the complaint will be handled in accordance with local data protection laws. The data might be disclosed for regulatory or legal purposes to authorities as stipulated by the provision of local law.

General rules on data protection of Erste Group in Austria can be further found on our website under the following link: https://www.erstegroup.com/en/legal-information/data-protection. For details of data protection provisions outside of Austria, please contact the respective local legal entity of Erste Group.   

Once you have sent a complaint, we will record it and handle it. In the final answer we will clarify what we have found and what we plan to do. Submitting complaints is free of charge.

We always do our best to find the most favorable solution to the complaint. If you consider that we have not met your expectations, you may contact an alternative dispute resolution entity:   

• the Joint Arbitration Board of the Austrian Banking Industry (Gemeinsame Schlichtungsstelle der österreichischen Kreditwirtschaft).
  For details on eligible complainants and the procedure, please visit http://www.bankenschlichtung.at/upload/downloads/QuestionandAnswer.pdf or contact the Gemeinsame Schlichtungsstelle der österreichischen Kreditwirtschaft, Wiedner Hauptstraße 63, A-1045 Vienna, Tel.: +43 5 90 900 118337, Website: http://www.bankenschlichtung.at/, E-mail: office@bankenschlichtung.at
• the EU online dispute resolution platform, for online transactions: http://ec.europa.eu/consumers/odr/  

You also have the option to contact the Austrian Financial Market Authority (Finanzmarktaufsicht) at https://www.fma.gv.at/beschwerde-und-ansprechpartner/  or take civil Action.