Ombudsman’s Office
Contact us to help you with your
- Concerns
- Complaints
- Feedback
Dear Customer,
we value your suggestions and ideas. Please let us know:
- How you feel about our services
- In case you have a complaint
- If you have any suggestions how we can improve
We appreciate your time. Your feedback helps us to make our services even better.
Something did not go as you expected? Reach out to us and we will find a solution.
We are here to support you. Our goal is to assist you with your requests, complaints, and concerns.
This is how you can contact us:
- Call us: 05 0100 - 13003 – we will gladly call you back.
- Visit us: Am Belvedere 1, 1100 Vienna – please make an appointment.
- If you have any questions about our products, services or contact details, you will find all the information you need here. (available in German language only)
Frequently asked questions about the Ombudsman’s Office
We promise you: We will deal with every situation fairly. We pay attention to your perspective – and the perspective of Erste Bank. However, every collaboration needs certain guidelines. These guidelines are not debatable.
It is your right to have legal counsel support you. If you would like someone to work with us on your behalf, please issue a power of attorney.
We understand that dissatisfaction breeds anger. Nevertheless, we ask you to remain calm. The more objectively you explain your problem to us, the quicker we can take the right steps.
You have come to the right place if:
You have feedback about employees in our branches
You would like to tell us something about our products and services
You feel that laws or contracts have not been followed
We also offer products and services from other companies in our branches, such as Wiener Städtische Versicherung. If you have any questions, please contact the respective contractual partners directly. We will be happy to forward any feedback that does not concern Erste Bank to those responsible for you.
Are you angry or dissatisfied? Do you have a complaint or reclamation? Describe your problem to us in detail. The more information we have, the better we can get a picture of your situation:
- Which branch, when, which account number, who was involved, what amount?
- Don't forget your details: name, address and telephone number
- If possible, please send us copies of documents
Important: Do not send us passwords, PIN codes or other personal security codes. We will never ask you to do this.
Sometimes misunderstandings arise because agreements or contracts are not read. Please always read what you sign carefully. If something is unclear to you, ask us – we will be happy to help. Please contact us immediately if you feel that you have not been adequately informed.
Transparency is important to us: We will always keep you up to date and inform you about the next steps.
We record your complaint or concern in our system. This ensures that we always keep an eye on it. And we see whether this problem has arisen before and whether there are already solutions.
You will receive a message no later than the next working day. In the best case scenario, we can solve your problem immediately, otherwise we will discuss how to proceed with you.
We do research in-house and talk to the affected colleagues or departments. It is important to us to assess the situation fairly and objectively.
We want to learn from every experience. For us this means: We ensure that a situation like this does not arise again - we owe that to you. We will keep you updated on interim results.
You will be informed of the result: your solution, Erste Bank's view of your problem and information about the next steps. And we'll tell you exactly why we made this decision.
We know you are waiting for an answer. But sometimes issues are more complex than they appear at first glance. Please understand if it takes a little longer.
If you are not satisfied with the way we addressed your concern, you can also contact:
- Austrian Savings Banks Association – Ombudsman’s Office (www.sparkassenverband.at/de/ombudsmann)
- Joint Arbitration Board of the Austrian Banking Industry, Vienna, Austria (www.bankenschlichtung.at)
- Arbitration for Consumers (especially for foreign currency loans), Vienna, Austria (www.verbraucherschlichtung.at)
- EU Commission's Online Dispute Resolution Platform (www.ec.europa.eu/consumers/odr)
- Austrian Financial Market Authority (FMA) – Office for Complaints and Consumer Inquiries (Complaints and Consumer Inquiries - FMA Austria)
You also have the option to take legal action.