Principles for Complaint Management

At BISON, customer satisfaction is our top priority. If you are ever dissatisfied with our services or products, you may submit a complaint at any time. We’ve set up a dedicated complaints office and implemented formal complaint management procedures. Our goal is to ensure your concerns are handled promptly and appropriately.

We take your feedback seriously and view it as an opportunity to continuously improve the quality of our services.

All complaints are reviewed objectively and fairly, in line with our established principles and procedures. Potential conflicts of interest are identified and mitigated to ensure they do not affect the complaint-handling process.

Each complaint also gives us the opportunity to review and, if necessary, optimize our processes and workflows through targeted improvements.

Complaint Handling

As a current or prospective BISON customer, you may submit complaints regarding any of our services, including those provided by our partner organizations. Complaints may be submitted electronically, in writing, or verbally.

If you wish to submit a complaint electronically, you can do so using this contact form. You may also use this template when submitting your complaint.

Important: Please use this contact form exclusively for electronic complaints. Complaints submitted via any other email address will not be processed.

For written complaints, please use the following postal address:

EUWAX AG
Complaint Management BISON
Börsenstr. 4
70174 Stuttgart
Germany

To process your complaint, we require the following information:

Your full contact information (name, address, email address, account number)
The reason for the complaint, such as.
– Purchase/sale of securities or cryptocurrencies
– Delivery of crypto assets
– Outgoing securities transfer
– Fees and charges
– BISON App issues
– Payment transactions
– Other
If related to a specific transaction: ISIN/WKN and the date/time of the transaction or service (if available)
A detailed description of the issue
Copies of any relevant supporting documents (if applicable)

BISON will acknowledge receipt of every complaint. A response is generally provided within 15 business days. If this timeframe cannot be met, We will send you an interim update explaining the reason for the delay and providing an estimated timeline. In such cases, a final response will be issued no later than 35 business days after receipt of the complaint. If your complaint can be resolved immediately, we may respond directly instead of sending a formal acknowledgement.

If BISON does not fully uphold your complaint, you will receive a justification.

Further Options for Your Complaint

If you are not satisfied with the outcome or handling of your complaint, you may escalate the matter to an independent authority:

The Arbitration Board at the Federal Financial Supervisory Authority (BaFin)
Website: www.bafin.de/schlichtungsstelle
Email: [email protected]

Please note: If you submit your complaint to both BISON and the arbitration board simultaneously, BISON will stop processing your direct complaint. Further communication will then take place exclusively through the arbitration board, which may lead to delays.

You also retain the right to pursue legal action through civil courts.

Note: The complaint-handling process is free of charge.