Information on the complaint management process

Below we describe our process for dealing with your complaint or feedback:

Our aim is to offer you the products and services that meet your needs, delivered to the standard you would expect. If we do not meet your expectations, please tell us. We aim to ensure any concerns you have will be dealt with promptly and fairly.

How to reach us

You can contact us with your complaint through various channels:

• Your Relationship Manager or account manager will act as your direct contact at Aggregate Financial Services GmbH to investigate any questions, concerns or complaints you may have during your regular meetings.

• Alternatively, please contact these contact persons by e-mail, telephone or mail.

• You can also address your concerns via our central e-mail address:

  complaints@aggregate-fs.com

  or

• call us under

  +49 69 99999 6431.

Information we need from you

To enable us to fully investigate your complaint, please provide us with the following information:

• The date the issue occurred.
• The product and service, and our branch/entity relating to the complaint.
• What occurred and how you have been affected.

If you do not have all the information, please explain the situation as precisely as possible.

Reaction of the Aggregate to customer complaints

Aggregate deals with customer complaints in a timely manner. If Aggregate cannot solve customer complaints immediately, Aggregate will confirm receipt to the customer within 4 working days. Aggregate will inform the customer of a contact person and the expected processing time.

Aggregate processes each complaint individually and deals with the facts described by the customer. Aggregate carries out the necessary research for this. If Aggregate needs a little more time to respond, Aggregate will send the customer an interim reply within two weeks of sending the confirmation of receipt. If the complaint has not been finally dealt with two weeks after the interim information has been sent, the customer will receive a further interim reply.

Our customers receive the reply letter by post or e-mail with the details and the result of the investigation of aggregates. If necessary, Aggregate will explain to the customer in detail which corrective measures are proposed. Aggregate is also happy to discuss the result with the customer personally.

Aggregate places great importance to customer satisfaction and will endeavour to maintain this in the future. It is therefore important to maintain personal contact even in conflict situations. In such cases, the Aggregate Complaints Office is available as a neutral contact point. Together with the customers, this office endeavours to find a solution that is satisfactory for all parties involved, without the need to involve BaFin or other third parties.

This is how we answer you

You will receive our reply letter by way of standard mail or email with the details and the result of our investigation. If necessary, we will explain to you in detail what corrective measures we propose. We will also be happy to discuss the results with you personally.