Ombudsmann-Tätigkeitsbericht 2015

ankenverband
6.5 Complaint areas
Depending on their main focus, the complaints received
by the Customer Complaints Office are assigned for
statistical purposes to one of the following areas:
• Securities business
• Lending business
• Payments business
• Basic account
• Savings business
• Guarantees/third-party security
• Miscellaneous
The complaints received usually concern all areas of
banking business. One area led by a long way in 2015,
however: lending business.
To illustrate this, a table is included below showing the
trend in complaints between 2011 and 2015. It splits
lending business into consumer loan processing fees
and other lending business.
The figures for the other areas (securities business,
payments business, basic account, guarantees/thirdparty
security) remained largely stable.
Complaint areas 2011–2015
Lending business is split into consumer loan processing fees and other lending business
Year 2011 2012 2013 2014 2015
Securities business 4,578 2,637 2,388 2,717 2,812
in per cent 55.4 36.7 36.5 2.5 12.6
Lending business 1,550 846 891 1,387 2,146
in per cent 18.7 11.8 13.6 1.3 9.6
Consumer loan processing fees 1) 130 1,702 1,464 102,834 15,483
in per cent 1.6 23.7 22.3 94.7 69.6
Payments business 1,373 1,409 1,263 1,204 1,357
in per cent 16.6 19.6 19.3 1.1 6.1
Basic account 274 236 198 146 132
in per cent 3.3 3.3 3.0 0.1 0.6
Savings business 274 259 295 241 279
in per cent 3.3 3.6 4.5 0.2 1.3
Guarantees/third-party security 20 16 10 8 8
in per cent 0.3 0.2 0.2 < 0.1 0.1
Miscellaneous 69 75 42 28 28
in per cent 0.8 1.1 0.6 < 0.1 0.1
Total 8,268 7,180 6,551 108,565 22,245
1) Special effect caused by the German Federal Court of Justice ruling of 28 October 2014 on the inadmissibility of consumer loan processing fees.
Source: Association of German Banks; as at 31 August 2016.
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