Complaint management goals
It’s important to us that you’re satisfied with Trade Republic. However, if you‘ve a reason to complain, we’ll gladly take care of your concern.
We take every feedback seriously - this is the only way we can improve the quality of our services in the long term and define measures to reduce complaints - if they can’t be eliminated completely.
The complaints management function ensures that
- all complaints are investigated objectively and appropriately in accordance with complaint handling policies and procedures;
- and potential conflicts of interest are identified;
- and that conflicts of interest don’t interfere with complaint handling.
Definition
A complaint in the narrower sense and according to the definition in the WpHG is any expression of dissatisfaction that a client as defined in Section 67 (1) WpHG or a potential client (complainant) addresses to Trade Republic in connection with its provision of an investment service or an ancillary investment service.
The term "complaint" doesn’t necessarily have to be used and your complaint doesn’t require a specific form.
We consider complaints to be any expression of dissatisfaction made to Trade Republic in order to:
- draw attention to behavior that is worthy of criticism;
- to bring about a change in the behavior that is being criticized;
- and/or to claim compensation for damages suffered
Submission
To file a complaint, it’s better to contact us directly. This way we can deal with your concern as soon as possible.
This is how you can reach us:
- directly via the App by clicking on "Contact Us" in the App settings
- via the Trade Republic website,
- or via e-mail to complaints-fi@traderepublic.com
- alternatively by mail to: Trade Republic Bank GmbH, Brunnenstraße 19-21, 10119 Berlin, Germany
Note on complaints via e-mail:
Important: Please use only the email address you’ve registered with us to send your complaint. You can find it in the App within your profile.
To protect your personal data, we recommend that you write and encrypt your complaint as follows:
(1) Please use a Word document or other open-source word processing program and complete it with the following data/information:
- Complete contact information (name, address, email address, deposit number)
- Reason for your complaint, e.g. purchase and sale of a security - transfer of securities - costs - and fees - deposit lock - trading app and technical difficulties - payment transactions (transfer of funds) - concerns related to specific trading activities if available - ISIN/WKN and date/time of the trading transaction or securities services/securities ancillary services
- a comprehensive description of the issue
- Indication of the desired resolution (e.g., error resolution, clarification of a disagreement, service improvement)
- Copies of all documentation necessary for understanding (if available).
(2) Please save the document as a PDF on your computer or mobile device.
(3) Password seal the document using the last 6 digits of your International Bank Account Number (IBAN) on file with us.
Note: This IBAN is also stored as your reference account at Trade Republic.
(4) Please send your complaint exclusively to complaints-fi@traderepublic.com.
Note: Complaints sent to an email address other than the above email address may not be considered.
Processing
Our complaints management team is responsible for the proper recording, processing and response to all complaints. In the performance of its duties, the complaint management function is accompanied and monitored by our expert compliance function.
Once we’ve received your complaint, we’ll confirm that we’ve received it. If your concern can be resolved at short notice, you’ll receive a direct response instead of an acknowledgement of receipt.
Depending on the scope and complexity of the complaint, you will receive a written statement from us within 15 working days of receipt of the complaint. If the processing takes longer, we will inform you by e-mail about the expected processing time.
The departments whose cooperation is necessary for the complaint will be involved in processing your complaint. The complaint management team collects all the information, analyzes it, and decides together with the relevant departments whether and which measures are necessary or appropriate in your interest. Due to its complexity, the processing of a complaint can be time-consuming and depend on internal and external factors. Therefore, please understand that the processing of your complaint may take a longer period of time, depending on the case.
After processing, you’ll receive a final, clear and understandable answer from us.
Alternatives to file a complaint
If you aren’t satisfied with the final processing and the result, you can contact an independent third party. You can turn to the following arbitration boards:
- the arbitration board of the Deutsche Bundesbank
- the conciliation body at the Federal Financial Supervisory Authority (BaFin)
Of course, you’ve the right to take legal action in the civil courts.
Note: The processing of a complaint is free of charge.