Schlichtungsantrag bei der Schlichtungsstelle des Deutschen Sparkassen- und Giroverbandes (DSGV) stellen

• Verfahrensordnung für die außergerichtliche Schlichtung von Kundenbeschwerden für die Institute der Sparkassen-Finanzgruppe

Procedure for the out-of-court settlement of disputes with the institutions of the Savings Banks Finance Group

If differences of opinion between you and your savings bank cannot be resolved amicably, you can apply for an out-of-court conciliation procedure under certain conditions.

The German Savings Banks and Giro Association (DSGV) has set up a conciliation board for the out-of-court settlement of disputes with the institutions of the Savings Banks Finance Group. The DSGV's arbitration board is recognised by the Federal Office of Justice as a consumer arbitration board.

Tip: Disagreements can often be resolved through direct contact with the financial institution concerned. As a first step, you should ask for clarification there before submitting a conciliation request.

Documents that are necessary to understand your case, for example

• Contracts (e.g. loan or savings contracts)
• Account/custody account statements
• Correspondence with the institution concerned

• the institute concerned participates in the proceedings
• Subject matter of the arbitration: all products and services of the institution concerned, in particular disputes pursuant to section 14 para. 1 sentence 1 of the German Injunctions Act (Unterlassungsklagengesetz - UKlaG)

• Costs of proceedings: none

Expenses (for example postage) will not be reimbursed.

In the event of a dispute about a business transaction, first contact the institution concerned so that it can be given the opportunity to resolve the matter amicably and remedy your complaint immediately.

Request for conciliation

• If the dispute could not be settled directly with the institution and you now wish to involve the conciliation body, you must apply there in text form. An application form is available on the conciliation board's website (link also here in Amt24).
• In the application, describe the dispute that is to be mediated and state your specific concerns.
• Attach documents that are necessary to understand the dispute.
• Submit the application to the conciliation board in writing or by e-mail, together with relevant documents relating to the dispute.

Examination

• If the examination has shown that the conciliation board is responsible for the application, it will obtain a statement from the institution concerned. You will then receive a copy of this statement together with the opportunity to comment on it.
• If the conciliation procedure has not been settled by then, the entire case will be submitted to the ombudsman (conciliation proposal).
• The ombudsman examines the facts of the case and submits a conciliation proposal as to how the dispute can be settled appropriately by the parties involved in accordance with applicable law and taking into account the principles of good faith.