rubarb places great emphasis on providing the best possible service at all times. It is therefore important to us to give every customer and potential customer the opportunity to express criticism. Due to this, rubarb has set up a complaint management function.
Any statement of dissatisfaction that a customer or interested party directs to rubarb in connection with the provision of an investment service or an ancillary investment service is considered a complaint.
We need the following information in order to investigate a complaint and, if necessary, to resolve it:
Of course, the complaint does not incur any costs.
Complaints can be submitted in the following ways
This is how complaints are handled
As soon as we receive a complaint, we will process it immediately. There will be a response to the complaint within two calendar weeks of receipt of the complaint. If, due to the complexity of the matter, it becomes apparent that the processing process will take a long time, the customer will receive information and an explanation of the reasons for the delay within the above-mentioned period.
In our reply we will provide the details and the result of our investigation. We are happy to discuss the result in person if you wish.
If a customer complaint reveals a deficiency in our organisation, appropriate measures are immediately introduced and implemented to prevent a recurrence of the reasons for the complaint.
Dispute resolution procedure for private investors
Customers can call on the consumer arbitration board set up at the Federal Financial Supervisory Authority (BaFin) or file a civil lawsuit. The consumer arbitration board established at BaFin is responsible for disputes in connection with financial services pursuant to Section 1 (1a) sentence 2 of the German Banking Act, between consumers and companies supervised under the German Banking Act.
The request for arbitration must be submitted in writing to the office of the arbitration board, briefly describing the facts of the case and including the documents necessary to understand the dispute (e.g. correspondence, terms of contract, cost calculations):
Arbitration board at the Federal Financial Supervisory Authority
Referat ZR 3
Graurheindorfer Straße 108
Fax: 0228 4108 62299
Customers can also submit such a request by email.
Competent supervisory authority
Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin)
Graurheindorfer Straße 108, 53117 Bonn and
Marie-Curie-Str. 24-28, 60439 Frankfurt am Main
Fax: +49 228 4108 1150