Principles for Complaint Management

As a current or potential customer of BISON, you may submit complaints regarding any of our services, including those provided by our partner organizations. These can be submitted in English, German, and Italian. You can submit complaints free of charge both electronically and in writing to BISON:

• You can submit electronic complaints via this complaint form.
• For written complaints by post, you can use this template and send it to the following postal address:
  
  EUWAX AG
  Complaint Management Customer Support BISON
  Börsenstr. 4
  70174 Stuttgart

The following information is required to process the complaint:

• Complete contact details (name, address, email address, depot number)
• Possible reasons for complaint: purchase and sale of a security or cryptocurrency, delivery of crypto assets, outgoing depot transfer, costs and fees, payment transactions
• If your concern relates to specific trading activities, please provide, if possible, the ISIN (international securities identification number) or WKN (national securities identification number) and the time and date. This applies, for example, to securities services, ancillary securities services or an outgoing depot transfer.
• Comprehensive description of the facts
• Copies of all documents that help to explain the matter

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 thecomplaint. 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 reasoned explanation.