Summary of the Ombudsman's Report 2013

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required. 1,894 of the complaints received were
inadmissible or ineligible under the Ombudsman
Scheme Rules. These included complaints where the
complainant was not a customer of the bank concerned
or was not a consumer and an exception under Section
2 (1) (b) of the Ombudsman Scheme Rules did not apply
either. In around 694 of the inadmissible complaints,
it was not possible to finally clarify the facts through
the submission of documents, so that the further
taking of evidence would have been necessary for an
ombudsman decision. In such cases, the ombudsmen
refrained from adjudicating in accordance with
Section 4 (4), sentence 3 of the Ombudsman Scheme
Rules. In addition, the ombudsmen took no action in
204 cases, as the claim in question was already barred
under the statute of limitations and the bank had pled
the statute of limitations.
Overview of number and outcome of complaints received annually: 2009–2013
Year 2009 2010 2011 2012 2013 2)
Total number of complaints 6,514 6,494 8,268 7,180 6,551
Complaints not followed up by customers 1,030 1,271 1,590 996 830
Inadmissible/ineligible 1) complaints under the Ombudsman
Scheme Rules
1,184 1,564 2,585 2,495 1,894
Admissible complaints under the Ombudsman Scheme Rules 4,300 3,659 4,093 3,689 3,827
Complaints resolved in favour of customer (also partly) 2,260 2,001 2,182 1,825 1,616
Compromise proposed by ombudsman 229 228 197 585 445
Complaints resolved in favour of bank 1,811 1,430 1,714 1,279 878
1) Admissible complaints under the Ombudsman Scheme Rules which the ombudsman nevertheless refrains from adjudicating because
further evidence-taking would be necessary.
2) Of the 3,827 admissible complaints, 888 are still being processed.
Source: Association of German Banks, 30 June 2014.
104 Tätigkeitsbericht 2013