We have successfully received your request and will begin processing it promptly. If you have provided your contact information, one of our representatives will reach out to you within ten (10) business days to acknowledge your complaint and provide further information on the next steps.

What Happens Next?

1. Acknowledgment: Within ten (10) business days of receiving your complaint, we will send you a formal acknowledgment, confirming the receipt of your complaint and providing you with a reference number. Please keep this reference number for any future correspondence regarding this matter.

2. Processing: We will thoroughly investigate your complaint in accordance with our internal complaint management procedures, which comply with the guidelines set forth by the Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin).

3. Resolution Timeline: We strive to resolve complaints as quickly as possible. However, depending on the complexity of the issue, the investigation may take up to four (4) weeks. If, in exceptional cases, a resolution requires more time, we will inform you in writing, providing an explanation for the delay and an expected resolution date.

4. Final Response: You will receive a final response, detailing our findings and the outcome of our investigation. This response will also outline any further actions you can take if you are not satisfied with the resolution.

Additional Information

• Right to Escalate: If you do not receive a satisfactory response or if your complaint is not resolved within the specified timeframes, you have the right to escalate your complaint to BaFin. We will provide the necessary details on how to do so in our final response.

• Privacy Notice: We take the protection of your personal data seriously. Your information will be handled in accordance with our Privacy Policy, which complies with the General Data Protection Regulation (GDPR).

• Contact Information: Should you have any questions in the meantime, or if you wish to provide additional information related to your complaint, please contact our customer service team at complaint@tradias.de.