Complaints

(1) Customers of institutions and undertakings subject to BaFin's supervision, and bodies under section 3(1), first sentence, no. 1 of the Injunctions Act, may lodge a complaint with BaFin concerning alleged infringements of provisions whose compliance BaFin monitors, insofar as the relevant supervisory statute does not provide a specific complaints procedure.
(2) Complaints must be lodged with BaFin in writing or in text form and should state the facts and the ground of complaint.
(3) BaFin must respond to the complainant within a reasonable period, having regard to section 11. For suitable complaints, BaFin may point to possibilities for out-of-court dispute resolution.
(4) In the case of complaints, BaFin may, within the framework of the existing supervisory rights to information, request the institution or undertaking concerned by the complaint to comment, and ask it to state whether it consents to the comment, or parts of it, being forwarded to the complainant.