COMPLAINT MANAGEMENT
Dealing with complaints at Tradias GmbH
Tradias GmbH is a financial institution regulated and supervised by the German Federal Financial Supervisory Authority (BaFin). At Tradias GmbH, we strive to provide exceptional service to our customers and your satisfaction is our top priority. However, we recognise that there may be occasions when you experience problems with our products or services. To address such situations, we have established a robust complaints management procedure. This ensures that all customer complaints are dealt with in a fair, timely and transparent manner. In addition, by analysing complaints, we aim to identify recurring problems and continuously improve the quality of our services.
How to Submit a Complaint
If you are dissatisfied with our products or services, you can submit a complaint to Tradias GmbH through the following channels. Please ensure that your complaint includes your contact details, a detailed description of the problem and an explanation of how your business has been affected.
In person: Discuss the problem directly with your customer advisor.
By post: Send your letter to Tradias GmbH, Complaints Management Function, Rossmarkt 21, 60311 Frankfurt am Main, Germany. You can find a complaint form here: https://www.tradias.de/wp-content/uploads/2025/05/Template-for-filing-of-Complaints.docx
Electronically: Use the online form on this website (see below) to upload your completed complaint form.
Complaint handling
As soon as we have received your written or electronic complaint, you will receive an acknowledgement of receipt within ten working days.
Our team will carefully review the information you provide and make all necessary enquiries to fully understand the facts.
We will endeavour to resolve your complaint as quickly as possible, at the latest within 2 months of receiving your complaint. If necessary, you will receive an interim communication from us. Our final response will set out the results of our investigation and the action we will take. If we need more time to respond, we will inform you with an interim communication explaining the reason for the delay and giving an estimated timetable for resolving the issue.
If we are unable to fully resolve your concerns, we will clearly explain our position and the reasons for it and provide you with information about available remedies.
Please note that the processing of complaints is free of charge for you.
External Complaint Resolution
If you are not satisfied with our resolution, you have the option to escalate your complaint to an external dispute resolution entity:
Arbitration Board of the Federal Financial Supervisory Authority – BaFin
Schlichtungsstelle bei der
Bundesanstalt für Finanzdienstleistungsaufsicht
Referat ZR 3
Graurheindorfer Straße 108
D-53117 Bonn
Tel.: +49 (0) 228 4108-0
Fax: +49 (0) 228 4108-62299
Email: schlichtungsstelle@bafin.de
