We make every effort to always fulfill your wishes and orders to your satisfaction. Nevertheless, it may happen that you are not satisfied with our service or other aspects resulting from our actions. If this is the case, you can contact our GLS complaints management team - regardless of whether you are a customer or not - and we will work with them constantly to improve. You can send us your complaint informally in the following ways:

By e-mail to beschwerdemanagement@gls.de
By telephone on 0049 234 5797 100
In writing to GLS Bank, 44774 Bochum
Or use our contact form (mind it is in German language)

Please describe as precisely as possible what has happened and what improvements you would like to see. This will help us to process your request in the best possible way and find a solution. We also need your contact details where we can reach you on this subject.

As soon as we receive your complaint, we will check what has happened and contact you. Our aim is to make you a proposal for a solution within one week. We will respond in writing, unless you have informed us that you would prefer a different form of communication. If we can foresee that we will not be able to resolve your matter conclusively within one week, we will also inform you of this in writing.

Further complaint options

If you do not agree with our proposed solution, there are other avenues open to you.

The Bank participates in the dispute resolution procedure of the German cooperative banking group. Private customers, corporate customers and non-customers who are refused an application for a basic account contract can therefore contact the ombudsman for the cooperative banking group (http://www.bvr.de/Service/Kundenbeschwerdestelle) to resolve disputes with the Bank.

Further details are set out in the “Rules of procedure for out-of-court arbitration of customer complaints in the German cooperative banking group”, which will be made available on request. The complaint must be submitted in text form (e.g. by letter, fax or e-mail) to the Customer Complaints Office at the National Association of German Cooperative Banks (Bundesverband der Deutschen Volksbanken und Raiffeisenbanken): BVR, Schellingstraße 4, 10785 Berlin, Fax: 030 2021-1908, e-mail: kundenbeschwerdestelle@bvr.de 

If the subject matter of the complaint relates to a dispute from the scope of application of payment services law (Sections 675c to 676c of the German Civil Code, Article 248 of the Introductory Act to the German Civil Code, Section 48 of the Payment Accounts Act and provisions of the Payment Services Supervision Act), it is also possible to lodge a complaint with the Federal Financial Supervisory Authority (BaFin). The rules of procedure are available from the Federal Financial Supervisory Authority. The address is: Bundesanstalt für Finanzdienstleistungsaufsicht, Graurheindorfer Straße 108, 53117 Bonn. 

The European Commission provides a platform for out-of-court online dispute resolution (ODR platform) at https://ec.europa.eu/consumers/odr/ 

It is also possible to file a civil law complaint.