At VTB Bank (Europe) SE, we are constantly looking for ways to improve our services. Client satisfaction is always our top priority. If we have failed to meet your expectations or if you have reason to complain, we kindly ask you to contact us. We do appreciate constructive feedback and take comments and complaints seriously.
A complaint can be made at VTB Bank (Europe) SE in the following ways. Please provide your name, address, account number (if applicable) and a brief description of your matter.
We will confirm receipt of your complaint promptly. Upon receipt of your complaint, we will conduct a thorough investigation of your complaint through our central Complaint Office. After we have reviewed your complaint, we will provide you with a written response.
We are committed to resolving complaints without undue delay (max. 10 working days). If our review exceeds this time period, we will inform you as to the reasons for the delay and indicate when we expect the review to be completed.
You can also contact a third party to assist you with your complaint:
The German Federal Supervisory Office for Financial Services