8 required. 1,894 <strong>of</strong> <strong>the</strong> complaints received were inadmissible or ineligible under <strong>the</strong> Ombudsman Scheme Rules. These included complaints where <strong>the</strong> complainant was not a customer <strong>of</strong> <strong>the</strong> bank concerned or was not a consumer and an exception under Section 2 (1) (b) <strong>of</strong> <strong>the</strong> Ombudsman Scheme Rules did not apply ei<strong>the</strong>r. In around 694 <strong>of</strong> <strong>the</strong> inadmissible complaints, it was not possible to finally clarify <strong>the</strong> facts through <strong>the</strong> submission <strong>of</strong> documents, so that <strong>the</strong> fur<strong>the</strong>r taking <strong>of</strong> evidence would have been necessary for an ombudsman decision. In such cases, <strong>the</strong> ombudsmen refrained from adjudicating in accordance with Section 4 (4), sentence 3 <strong>of</strong> <strong>the</strong> Ombudsman Scheme Rules. In addition, <strong>the</strong> ombudsmen took no action in 204 cases, as <strong>the</strong> claim in question was already barred under <strong>the</strong> statute <strong>of</strong> limitations and <strong>the</strong> bank had pled <strong>the</strong> statute <strong>of</strong> limitations. Overview <strong>of</strong> number and outcome <strong>of</strong> complaints received annually: 2009–<strong>2013</strong> Year 2009 2010 2011 2012 <strong>2013</strong> 2) Total number <strong>of</strong> 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 <strong>the</strong> Ombudsman Scheme Rules 1,184 1,564 2,585 2,495 1,894 Admissible complaints under <strong>the</strong> Ombudsman Scheme Rules 4,300 3,659 4,093 3,689 3,827 Complaints resolved in favour <strong>of</strong> 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 <strong>of</strong> bank 1,811 1,430 1,714 1,279 878 1) Admissible complaints under <strong>the</strong> Ombudsman Scheme Rules which <strong>the</strong> ombudsman never<strong>the</strong>less refrains from adjudicating because fur<strong>the</strong>r evidence-taking would be necessary. 2) Of <strong>the</strong> 3,827 admissible complaints, 888 are still being processed. Source: Association <strong>of</strong> German Banks, 30 June 2014. 104 Tätigkeitsbericht <strong>2013</strong>
Tätigkeitsbericht <strong>2013</strong> 105 bankenverband