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01/01/2019 03:25

Out-of-court dispute resolution and complaint options


In case of disputes arising from the application of

  1. the provisions of the German Civil Code concerning distance contracts for financial services
  2. Sections 491 - 509 of the Civil Code (consumer loans)
  3. or §§ 675c - 676c of the Civil Code (payment services)
  4. Regulation (EC) No. 924/2009 of the European Parliament and of the Council of 16 September 209 on cross-border payments in the Community and repealing Regulation (EC) No. 2560/2001 or
  5. Regulation (EU) No. 260/2012 of the European Parliament and of the Council of14.03.2012 laying down the technical rules and business requirements for credit transfers and direct debits in euro and amending Regulation (EC) No.924/2009
  6. the customer may turn to the conciliation body established at the Deutsche Bundesbank. The rules of procedure are available from the Deutsche Bundesbank.

The address is:

Deutsche Bundesbank Conciliation Board

P.O. Box 11 12 32

60047 Frankfurt am Main

In order to settle differences of opinion with VietinBank Filiale Deutschland, the customer also has the option of contacting the ombudsman's office of the Bundesverband deutscher Banken

e.V. free of charge.

The address is:

Ombudsman of Public Banks

Federal Association of German Public Banks Postfach 11 02 72

10832 Berlin

In the event of alleged violations of the Payment Services Supervision Act, Sections 675c to 676c of the German Civil Code or Article 248 of the Introductory Act to the German Civil Code, a complaint may also be lodged with the Federal Financial Supervisory Authority, Postfach 12 53, 53002 Bonn.

VietinBank Branch Germany is a member of the statutory Deposit Protection Fund of the Federal Association of German Private Banks.

Complaint options

The customer has the following out-of-court options for making a complaint or initiating a dispute resolution procedure:

The customer may address a complaint to the Bank's contact point specified in the Complaint Policy.

The Bank shall respond to complaints in an appropriate manner; in the case of payment services contracts, this shall be in text form (for example, by letter, fax or e-mail).

The Bank shall participate in the dispute resolution procedure of the consumer arbitration board "Ombudsman of Private Banks"

( There, the consumer has the option of settling a dispute with the

with the Bank, the private bank ombudsman. If the subject of the complaint relates to a dispute about a payment services contract (§ 675f of the German Civil Code), customers who are not consumers may also call upon the private banks' ombudsman. Further details are set out in the "Rules of Procedure for the Arbitration of Customer Complaints in the German Banking Industry," which can be provided on request or downloaded from the Internet at

The complaint must be submitted in text form (e.g., by letter, fax or e-mail) to the Customer Complaints Office at the Bundesverband

of German Banks (Bundesverband deutscher Banken e. V.), P.O. Box 04 03 07, 10062 Berlin, Fax: (030) 1663-3169, E-Mail:

Furthermore, the customer has the option of complaining at any time in writing or for the record to the Federal Financial Supervisory Authority (Bundesanstalt für Finanzdienstleistungsaufsicht), Graurheindorfer Strasse 108, 53117 Bonn, Germany, about violations by the Bank of the German Payment Services Supervision Act (Zahlungsdiensteaufsichtsgesetz - ZAG), Sections 675c to 676c of the German Civil Code (Bürgerliches Gesetzbuch - BGB) or Article 248 of the Introductory Act to the German Civil Code (Einführungsgesetz zum Bürgerlichen Gesetzbuche - EGBGB).

The European Commission has set up a European online dispute resolution platform (Os platform) at consumers/odr/. The Os platform can be used by a consumer for the out-of-court settlement of a dispute arising from online contracts with a company established in the EU.

Vietnam Joint Stock Commercial Bank for Industry and Trade Branch Germany


Attachment: Complaint Management Principles