Complaint handling is staff-intensive, technically demanding and increasingly critical from a regulatory perspective. Deadlines, documentation obligations, the analysis of recurring causes of complaints, as well as regular reporting to the management and supervisory body tie up significant resources and deficiencies in this area are regularly a focus of regulatory audits. Outsourcing to a specialized service provider is permissible under the conditions of the respective outsourcing regulations and provides relief without any loss of quality.

We offer our services flexibly in three models:

• Full outsourcing of the function — we take over complaint management in accordance with WpHG and/or MaRisk on a permanent basis, including receipt logging and categorization, substantive processing and answering within regulatory deadlines, documentation in line with relevant requirements, analysis of complaint trends and root-cause analyses, reporting to management and the compliance function, as well as reporting complaint-relevant matters to BaFin.

• Support for your internal function — you retain the function internally, and we provide selective or permanent relief: in the creation and maintenance of complaint management guidelines and process descriptions, in the handling of complex individual cases, in the preparation of the annual complaint report or in the analysis and preparation of complaint data for regulatory audits.

• Temporary execution of the function — in the event of vacancies, cover requirements or during periods of increased complaint volumes, we take over the function for a limited period and ensure continuous, timely processing.

We align the scope and intensity of our activities with the business model, client structure and risk profile of your institution, and ensure that regulatory requirements regarding independence, deadlines and documentation are met at all times.