You can use the online complaint form for complaints against insurance companies or banks:

• Go to the BaFin website.
• There you will find BaFin's online complaint form on the "Complain to BaFin" page
• When submitting the complaint, you will be guided through the form and asked to provide the necessary information.
• The following information is requested:
  • Your name and address or contact details
  • in the case of a complaint on behalf of another person: name and address of the person concerned
  • Name and address of the company concerned
  • If you are complaining about an insurance company:
    • Type of insurance
    • Insurance policy number
    • if available: Claim number
• if you have a complaint about a credit or financial services institution:
  • Type of business relationship, such as:
    • Deposit account,
    • current account,
    • savings contract,
    • loan
  • Account or customer number
  • Name of the account holder, if you are not the account holder yourself
• in the event of complaints in connection with the purchase of securities:
  • Securities identification number: WKN or ISIN
• if you wish to complain about a capital management company:
  • the full name of the investment fund concerned, if applicable, and
  • WKN or ISIN and
  • the name of the custodian.

BaFin normally examines complaints in several steps:

• First, it checks whether your case can already be assessed on the basis of the information you have provided and the documents you have submitted.
• If not, BaFin clarifies the facts further. To do this, it requests a statement from the company concerned. As a rule, BaFin will forward your letter of complaint to the company.
• The company will respond to your complaint to BaFin.
• BaFin examines the company's statement in accordance with regulatory standards and decides whether and to what extent further action needs to be taken against the company. This information will be processed internally by BaFin and will not be disclosed to you.

If you wish to complain by letter, fax or e-mail, please be sure to include the following information in your letter:

• Your name and address.
• If you are complaining on behalf of another person, please also state their name and address. In this case, enclose a power of attorney authorizing you to lodge a complaint with BaFin on behalf of this other person. This also applies if you are contacting BaFin on behalf of your partner or other family members, for example.
• Name and address of the company concerned
• If you are complaining about an insurance company:
  • Type of insurance,
  • policy number and
  • if available: Claim number
• if you are complaining about a credit or financial services institution: Type of business relationship, such as
  • Deposit account,
  • current account,
  • savings contract,
  • the account or customer number and, if applicable
  • the name of the account holder if you are not the account holder yourself or if you are complaining on behalf of another person.
• If your complaint concerns the purchase of securities, please also state the securities identification number, i.e. WKN or ISIN.
• Describe your problem as precisely as possible. Enclose copies of the documents that are necessary to understand the case, such as
  • contracts,
  • statements,
  • insurance policy or
  • correspondence with the company concerned. Please do not send any originals to BaFin.
• Remember your signature. If you are complaining on behalf of another person, please enclose the necessary power of attorney so that BaFin can also process this complaint.
• If you send your complaint by e-mail, please remember to include your postal address in any case.

Irrespective of the final processing, you will receive a confirmation of receipt.

BaFin will request a statement from the company.

BaFin will inform you of the status of the procedure.

You will receive a final letter regarding your complaint. If the company agrees, BaFin will also forward its response to your complaint to you.