Complaint Management

Feedback and complaints

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.

How to lodge a complain

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.

In writing
VTB Bank (Europe) SE –
Complaints Management
Rüsterstraße 7-9
D-60325 Frankfurt am Main
In person
Directly to your
relationship manager

Details of the complaint process

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


Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin)
Graurheindorfer Str. 108
53117 Bonn

Let's talk
You can contact us on the site
or by e-mail
Our managers are also ready
to help you by phone
+49 (0) 69 2168-0