Information on the Complaint Handling Procedure

 

We take your needs very seriously. If you are dissatisfied with the way your request was handled, if you have not received sufficient information or if you would like to provide other feedback, please let us know.

 

Submitting a Complaint

 

This can be done in writing, by phone, fax, or email – please contact:

 

Partner Bank AG

Complaint Management

Goethestraße 1a, A-4020 Linz

 

Phone: +43 732 69 65-0

Fax: +43 732 66 67 67

Email: compliance@partnerbank.at

 

Telephone Availability:

 

Mon-Thu	9:00 till 13:00
Fri	9:00 till 12:00

 

Complaint Details

 

For the processing of your complaint, we need your customer or account number, if available. Additionally, please provide your contact details such as name and address, phone number, and the subject of your complaint.

 

Confirmation of Receipt

 

If the complaint is received by phone, you will be immediately informed that your request is being processed and we will – if your concern cannot be resolved immediately – get back to you in writing within 7 banking days. During the phone conversation, it can also be discussed whether additional documents are required.

 

If the complaint is received by mail, fax, or email, you will only be informed of the receipt of your concern if its processing takes longer than 7 banking days, or if further documents are required.

 

Processing Time

 

Since each complaint is different, we ask for your understanding that we cannot provide a general processing time. However, we strive to process your concern within 7 banking days. If processing within this period is not possible, we will inform you of the processing status.

 

Conclusion of the complaints procedure

 

Once your complaint has been reviewed, you will receive our written response. If we cannot fully or partially meet your concern, we will explain this in our written communication.

 

If you are not satisfied with the decision on your complaint, you can contact the following alternative dispute resolution bodies (ADR bodies):

 

•  the joint conciliation body of the Austrian banking industry, see www.bankenschlichtung.at

•  the conciliation body for consumer transactions, see  www.verbraucherschlichtung.at

 

You can also contact the supervisory authority Financial Market Authority (FMA), Otto-Wagner-Platz 5, 1090 Vienna, or assert your claims before the ordinary courts.