Information on the Complaints Handling Process

We can only be sustainably successful if you, as our customer, are satisfied with our services and perceive us as a reliable partner. Should you ever have a reason for dissatisfaction, we want to look for solutions together with you. This includes understanding your complaint, rectifying any errors that may have arisen and achieving a fair and mutually acceptable outcome.

You can address your complaint to us informally via the following channels:

Address: Walter Ludwig GmbH Wertpapierhandelsbank, Beschwerdemanagement, An der Hauptwache 5, 60313 Frankfurt am Main, Germany
Phone: +49 (0)69 133852-15
Fax: +49 (0)69 133852-20

We do not charge you for a complaint.

Please include your contact details (name, company, postal address, telephone number, e-mail address) and a detailed description of the reason for the complaint with your complaint.

We aim to resolve a complaint promptly, but within one week at the latest. If this is not possible, we will inform you of the expected processing time and a possible interim status.

All complaints and related information will be kept for a period of at least 5 years.

In addition to the possibility of bringing a civil action before the competent court, you can also complain to the Federal Financial Supervisory Authority (Bundesanstalt für Finanzdienstleistungsaufsicht, BaFin), Marie-Curie-Straße 24- 28, 60439 Frankfurt am Main, Germany, fax: + 49 (0)228 4108-1550, e-mail: