Ombudsstelle/Complaints

Erste Group Bank AG

We are always interested to hear your concerns. We ensure that all complaints are handled impartially and fairly, giving each case the attention it deserves.

Accessibility: you can submit complaints through email or via post.

Erste Group Bank AG
Ombudsstelle
Am Belvedere 1
1100 Wien 
ombudsstelle@erstegroup.com

You also have the option to submit complaints anonymously.

Timely Resolution: once you have sent a complaint, we will record it and handle it. We aim to solve complaints promptly. Our goal is to address and resolve issues within a reasonable timeframe and in line with the applicable regulations. However, we recognize that some cases are more complex and may require additional time for thorough investigation and resolution. We kindly ask for your understanding and cooperation in such instances.

Data Protection: we handle all personal data in compliance with data protection laws.

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.   

Continuous Improvement: we use your feedback to improve our services continuously. Your input helps us serve you better.

Clear Outcomes: we ensure that the outcome of your complaint is clearly communicated. Our position will be explained in clear terms.  

Free of Charge: our complaint management process is completely free of charge. You will not incur any fees for submitting or processing your complaint.

Compliance: we work in line with our internal regulations and local requirements to ensure that our complaint management process meets necessary standards.

Legal Support: you have the right to seek legal support during the complaint process. If you choose to appoint a representative, please provide a power of attorney.

Alternative Dispute Resolution: if you are not satisfied with our resolution, please be informed that alternative dispute resolution options exist: 

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: