{"id":7798,"date":"2016-04-05T18:34:34","date_gmt":"2016-04-05T16:34:34","guid":{"rendered":"https:\/\/www.fma.gv.at\/en\/?page_id=7798"},"modified":"2025-04-14T16:34:42","modified_gmt":"2025-04-14T14:34:42","slug":"complaints-and-points-of-contact","status":"publish","type":"page","link":"https:\/\/www.fma.gv.at\/en\/complaints-and-points-of-contact\/","title":{"rendered":"Complaints and Points of Contact"},"content":{"rendered":"<?xml encoding=\"utf-8\" ?><p class=\"has-text-align-left wp-block-paragraph\">The first step should always be to make a complaint to the company in question. We take up your complaint regarding supervised entities <strong>after<\/strong> you have been through the complaints procedure with the entity itself. The FMA reviews whether the entity has observed the rules under supervisory law, including especially the rules regarding the complaints procedure. Entities are obliged to have a complaints procedure in place and to inform the public about it. The relevant contact can usually be found by looking for &ldquo;Ombud&rdquo; or &ldquo;Complaints Management&rdquo;.<\/p><div class=\"card\">  <div class=\"card-header\" id=\"heading-6a21f13fd7d02\">    <h2 class=\"mb-0\">      <button class=\"btn btn-link btn-block text-left p-0 d-flex align-items-center justify-content-between\" type=\"button\" data-toggle=\"collapse\" data-target=\"#collapse-heading-6a21f13fd7d02\" aria-expanded=\"false\" aria-controls=\"collapse-heading-6a21f13fd7d02\">        <span>When a complaint is received, companies are obliged to:<\/span>        <i class=\"fa-solid fa-chevron-down text-primary\" aria-hidden=\"true\"><\/i>      <\/button>    <\/h2>  <\/div>  <div id=\"collapse-heading-6a21f13fd7d02\" class=\"collapse\" aria-labelledby=\"heading-6a21f13fd7d02\">    <div class=\"card-body\"><ul>\n<li>inform you upon request or when <strong>confirming receipt<\/strong> of the complaint, in writing, about the complaints handling procedure.<\/li>\n<li><strong>publish details about the complaints procedure<\/strong> in an easily accessible manner, for example in brochures, information documents, contractual documentation or on its website.<\/li>\n<li>provide clear, precise and up-to-date <strong>information about processing of complaints<\/strong>, in particular regarding how to submit a complaint (for example the type of information to be submitted by the person making the complaint, the identity or contacts details for the person or division to whom the complaint should be addressed).<\/li>\n<li>provide <strong>information about the complaints procedure<\/strong>, for example about when a complaint is acknowledged, the approximate duration of the procedure, information about the competent authorities, ombuds, the possibility of an alternative dispute resolution procedure.<\/li>\n<li>inform the person making the complaint about the <strong>further handling of the complaint<\/strong>.<\/li>\n<li>communicate in <strong>clear and easy to understand language<\/strong>, respond <strong>within an appropriate period of time<\/strong> and to communicate <strong>when the procedure ends<\/strong>.<\/li>\n<li>when reaching a final <strong>decision<\/strong> that does not fully match the demands of the person making the complaint, to <strong>justify this and to explain your position<\/strong>.<\/li>\n<li>Present the <strong>options for pursuing the complaint further<\/strong> to the person making the complaint, for example by referring them to an ombud or alternative dispute resolution body. Such bodies may in particular include the independent Joint Conciliation Board of the Austrian Banking Industry (unabh&auml;ngige Gemeinsame Schlichtungsstelle der &ouml;sterreichischen Kreditwirtschaft), the information and complaints body of the Austria Insurance Association (Verband der Versicherungsunternehmen &Ouml;sterreichs), the customer ombud for the financial services sector (Ombudsstelle f&uuml;r Kunden der Finanzdienstleistungsbranche) or the Conciliation Body for Consumer Transactions (Schlichtung f&uuml;r Verbrauchergesch&auml;fte).<\/li>\n<\/ul>    <\/div>  <\/div><\/div><p class=\"wp-block-paragraph\">The FMA is unable to obtain an individual solution for you, but is obliged to act in the interests of collective consumer protection, i.e. for consumers as a whole. Finding an individual solution or making a decision regarding the specific case in hand is reserved for ombuds, arbitration and mediation bodies or ordinary courts.<\/p><h2 class=\"wp-block-heading\">Consumer Enquiries<\/h2><p class=\"wp-block-paragraph\">The FMA responds to consumer enquiries provided they fall within the FMA&rsquo;s scope of competence. Please describe the specific background of your question. Enquiries may be submitted in writing or by telephone.<\/p><p class=\"wp-block-paragraph\">You can reach our Consumer Hotline from Monday to Thursday from 09:00 &ndash; 11:30 as well as on Thursday afternoon from 13:00 &ndash; 16:00 on: <\/p><p class=\"wp-block-paragraph\">(+43-1) 249 59 &ndash; 3444<\/p><p class=\"wp-block-paragraph\">Written <strong>enquiries<\/strong> and <strong>complaints<\/strong> to the FMA may be submitted via the form below. When submitting a complaint you require the documentation that you have approached the entity&rsquo;s complaints management function with, as well as the complaints management function&rsquo;s written response, provided you have received one within an appropriate period of time.<\/p><p class=\"wp-block-paragraph\"><strong><a href=\"https:\/\/webhost.fma.gv.at\/RequestsAndComplaints\/Complaint\">Submit an Enquiry or a Complaint<\/a><\/strong><\/p><p class=\"wp-block-paragraph\">Alternatively, you may submit it by post to: Finanzmarktaufsicht &ndash; Verbraucherinformation &amp; Beschwerdewesen, Otto-Wagner-Platz 5, A-1090 Vienna<\/p><p class=\"wp-block-paragraph\">You may also contact the following bodies if you want to find an individual solution to the problem or the disputed case:<\/p><div class=\"card\">  <div class=\"card-header\" id=\"complaints\">    <h2 class=\"mb-0\">      <button class=\"btn btn-link btn-block text-left p-0 d-flex align-items-center justify-content-between\" type=\"button\" data-toggle=\"collapse\" data-target=\"#collapse-complaints\" aria-expanded=\"false\" aria-controls=\"collapse-complaints\">        <span>Further points of contact<\/span>        <i class=\"fa-solid fa-chevron-down text-primary\" aria-hidden=\"true\"><\/i>      <\/button>    <\/h2>  <\/div>  <div id=\"collapse-complaints\" class=\"collapse\" aria-labelledby=\"complaints\">    <div class=\"card-body\"><p><a href=\"https:\/\/www.bankenschlichtung.at\/\" target=\"_blank\" rel=\"noopener\" class=\"external\">The independent Joint Conciliation Board of the Austrian Banking Industry (unabh&auml;ngige Gemeinsame Schlichtungsstelle der &Ouml;sterreichischen Kreditwirtschaft)<\/a><\/p>\n<p><a href=\"https:\/\/www.verbraucherschlichtung.at\/\" target=\"_blank\" rel=\"noopener\" class=\"external\">Conciliation Body for Consumer Transactions (Schlichtung f&uuml;r Verbrauchergesch&auml;fte)<\/a><\/p>\n<p><a href=\"https:\/\/www.wko.at\/oe\/information-consulting\/versicherungsmakler-schlichtungsstellen\/empfehlungen-schlichtungskommission-nach-versicherungsart\" target=\"_blank\" rel=\"noopener\" class=\"external\">Legal Service and Mediation Panel of the Trade Association for Insurance Brokers and Insurance Advisers (Rechtsservice- und Schlichtungsstelle des Fachverbandes der Versicherungsmakler und Berater in Versicherungsangelegenheiten)<\/a><\/p>\n<p><a href=\"https:\/\/www.vvo.at\/\" target=\"_blank\" rel=\"noopener\" class=\"external\">Austrian Insurance Association (Verband der Versicherungsunternehmen &Ouml;sterreichs)<\/a><\/p>\n<p><a href=\"https:\/\/www.konsumentenfragen.at\/konsumentenfragen\/Versicherung\/Versicherung_Allgemeines\/Versicherungsbeschwerdestelle.html\" target=\"_blank\" rel=\"noopener\" class=\"external\">Complaints Body for Insurance (Versicherungsbeschwerdestelle)&nbsp;<\/a><\/p>\n<p><a href=\"https:\/\/www.wko.at\/oe\/information-consulting\/finanzdienstleister\/ombudsstelle\" target=\"_blank\" rel=\"noopener\" class=\"external\">Ombud for the Trade Association for Financial Service Providers (Ombudsstelle des Fachverbands Finanzdienstleister)<\/a><\/p>\n<p><a href=\"https:\/\/www.bmaw.gv.at\/Themen\/Unternehmen\/Versicherungsvermittlung\/BeschwerdestelleueberVersicherungsvermittler.html\" target=\"_blank\" rel=\"noopener\" class=\"external\">Office for Complaints concerning insurance intermediaries (Beschwerdestelle &uuml;ber Versicherungsvermittler)<\/a><\/p>\n<p><a href=\"https:\/\/www.data-protection-authority.gv.at\/\" target=\"_blank\" rel=\"noopener\" class=\"external\">Austrian Data Protection Authority (Datenschutzbeh&ouml;rde)<\/a><\/p>\n<p><a href=\"http:\/\/vki.at\/\" target=\"_blank\" rel=\"noopener\" class=\"external\">Consumer Information Association (Verein f&uuml;r Konsumenteninformation)<\/a><\/p>\n<p><a href=\"https:\/\/wien.arbeiterkammer.at\/service\/Ratgeber\/Die_Arbeiterkammer\/The_Chamber_of_Labour_201810.pdf\" target=\"_blank\" rel=\"noopener\" class=\"external\">Arbeiterkammer<\/a><\/p>\n<p><a href=\"https:\/\/www.schuldenberatung.at\/english\/\" target=\"_blank\" rel=\"noopener\" class=\"external\">Debt Counselling (Schuldnerberatung)<\/a><\/p>\n<p><a href=\"https:\/\/www.konsumentenfragen.at\/konsumentenfragen\/Finanzierung\/Bankgeschaefte\/NEUE_Ombudsstelle_fuer_Zahlungsprobleme_bei_Krediten.html\" target=\"_blank\" rel=\"noopener\" class=\"external\">Ombud for Loan Repayment Difficulties (Ombudsstelle f&uuml;r Zahlungsprobleme bei Krediten)<\/a><\/p>\n<p>If you require legal representation: <a href=\"https:\/\/www.oerak.at\/en\/\" target=\"_blank\" rel=\"noopener\" class=\"external\">Rechtsanwaltskammer<\/a>&nbsp;<br>If you believe that an offence punishable by a court has been conducted:&nbsp; <a href=\"https:\/\/www.justiz.gv.at\/staatsanwaltschaften\/liste-der-staatsanwaltschaften\/staatsanwaltschaften.2c9484853f60f165013f75c8c5205693.de.htm\" target=\"_blank\" rel=\"noopener\" class=\"external\">Staatsanwaltschaft<\/a>&nbsp;,&nbsp;<a href=\"http:\/\/www.polizei.gv.at\/\" class=\"external\" target=\"_blank\" rel=\"noopener\">Polizei<\/a><\/p>    <\/div>  <\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>The first step should always be to make a complaint to the company in question. We take up your complaint &#8230;<\/p>\n","protected":false},"author":60,"featured_media":0,"parent":0,"menu_order":141,"comment_status":"closed","ping_status":"closed","template":"megamenu-page.php","meta":{"inline_featured_image":false,"footnotes":""},"class_list":["post-7798","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Complaints and Points of Contact - FMA \u00d6sterreich<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.fma.gv.at\/en\/complaints-and-points-of-contact\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaints and Points of Contact - FMA \u00d6sterreich\" \/>\n<meta property=\"og:description\" content=\"The first step should always be to make a complaint to the company in question. 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