Summary of the Ombudsman's Report 2009
To settle disputes between banks and their customers as quickly and smoothly as possible, Germany's private commercial banks introduced an out-of-court conciliation procedure as early as 1992.
To settle disputes between banks and their customers as quickly and smoothly as possible, Germany's private commercial banks introduced an out-of-court conciliation procedure as early as 1992.
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ankenverband 111<br />
Complaint areas 2005–<strong>2009</strong><br />
Area 2005 2006 2007 2008 <strong>2009</strong><br />
Securities business 681 725 796 1,867 3,105<br />
in % 24.4 19.3 22.0 38.6 47.7<br />
Lending business 1,026 1,006 898 1,000 1,072<br />
in % 36.8 26.8 24.9 20.7 16.5<br />
Payments business 644 1,234 1,172 1,252 1,517<br />
in % 23.1 32.9 32.5 25.9 23.3<br />
Basic account 170 431 386 354 358<br />
in % 6.0 11.5 10.7 7.3 5.5<br />
Savings business 243 300 272 254 348<br />
in % 8.7 8.0 7.5 5.3 5.3<br />
Guarantees/third-party security 19 19 18 11 11<br />
in % 0.7 0.5 0.5 0.2 0.2<br />
Miscellaneous 8 38 68 99 103<br />
in % 0.3 1.0 1.9 2.0 1.5<br />
Total 2,791 3,753 3,610 4,837 6,514<br />
Source: Association <strong>of</strong> German Banks, 30 June 2010.
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