OeKB handles all the affairs of its customers conscientiously and with the highest diligence. However, if, as a customer, you are not completely satisfied with our services, please let us know.

Continuous improvement of our service quality

We look forward to your feedback and suggestions to help us in continuing to improve our service. Even critical feedback about services and service quality is valuable to us.

With your support we can recognise, analyse and resolve potential, legal and operational risks that may occur repeatedly. This is also the intent of the law (Section 39e BWG) regarding the complaint procedure.

We have set up a transparent and appropriate procedure for processing complaints by customers and business partners which supplements the contact and feedback options we have available at OeKB.

Reason for complaint? Contact us

If you need to offer a critique or submit a complaint, then please first contact your customer support by phone or per email.

CONTACT CENTRE

Required information

Please note that under section 39e BWG, you must supply your identity and contact information to submit a complaint.

We also need the information you provide to be as complete as possible. The more detailed you can describe a problem or issue, the better we will be able to respond to you or find a solution. Please provide all the information about the case that you can.

  • Your first and last name
  • Your company
  • Your contact information
  • Time and date information: When did the problem occur?
  • Order number: Which business transaction is involved?
  • OeKB account number
  • Customer support personnel responsible

Are you dissatisfied with your customer support?

If you customer support person is the subject of your critique, please send your complaint directly to the person’s manager. You can find contact information in our Contact Centre.

CONTACT CENTRE

Complaints for the Central Complaint Office

If you feel that your concerns cannot be directly resolved by either your customer support or the relevant department head, please contact our Central Complaint Office via the indicated lines.

Please note that the Central Complaint Office can only step in after you have at least attempted to come to an agreement with customer support or the department head.

Oesterreichische Kontrollbank AG
Central Complaint Office
Am Hof 4
1010 Vienna

Quick resolution of your complaint

We process complaints as quickly as possible so that we can respond to you within an appropriate period of time. For complicated cases which potentially require more than ten working days to process, however, we ask for your understanding because we can only give a reply regarding the content once we have all relevant information. We can gladly give you a status report regarding your complaint on request.

Gemeinsame Schlichtungsstelle der Österreichischen Kreditwirtschaft

You may also file your complaint with the Gemeinsame Schlichtungsstelle der Österreichischen Kreditwirtschaft (Group Arbitration Office of the Austrian Banking Industry) instead of directly with OeKB.

Gemeinsame Schlichtungsstelle der Österreichischen Kreditwirtschaft
Wiedner Hauptstraße 63, 1045 Vienna
T +43 (0)1 5054298
F +43 (0)1 5054474
office@bankenschlichtung.at

BANK ARBITRATION