General contact:

European Iranian Commercial Bank Joint Stock Company,
represented by the Executive Board
Dr Arash Onsori and Ralf Vollmering
Depenau 2
20095 Hamburg

Postal address:
Europäisch-Iranische Handelsbank AG
P.O. Box 10 13 04
D-20008 Hamburg

Board of Directors:
Dr Arash Onsori - Chairman of the Executive Board
Ralf Vollmering - Member of the Executive Board

Legal form: Public limited company

Head office: Hamburg

Commercial register entry: Hamburg HRB 14604

VAT number: EN 118513728

GIIN: XFWEED.00000.LE.276

Supervisory authority:
Federal Financial Supervisory Authority (BaFin)
Graurheindorfer Street 108
53117 Bonn

Deposit Protection Fund:
Association of German Banks
Gereonstraße 32
50670 Cologne

PSD2: Account access for third-party service providers
The new payment law (PSD2) allows third party providers (TPPs) to access payment accounts with the customer's consent
We offer interested TPPs a sandbox for testing this interface. For more information, please click on the following link:
https://www.bank-verlag.de/psd2-eihbank

Responsible for the website according to § 18 Abs. 1 Medienstaatsvertrag (MStV):

Dr Arash Onsori and Ralf Vollmering
Telephone: +49 (0) 40 32109-0
Fax: +49 (0) 40 32109-690

Arbitration:

We want to be your reliable partner in financial matters. Your satisfaction with our services is our highest aspiration.

In order to answer your complaint as quickly and transparently as possible, our customer dialogue follows simple steps.

How to reach us

You can contact us with your complaint in various ways:

• In person: Directly with your advisor or in all branches of Europäisch-Iranische Handelsbank AG 
• By telephone: Directly from your advisor or on 040 32 10 9 - 155
• E-mail us: Write to us at complaint@eihbank.de 
• In writing: Please send your letters to

Europäisch-Iranische Handelsbank AG 
Complaints management
Depenau 2
D-20095 Hamburg

What you can expect
We will of course endeavour to find a solution to your complaint as quickly as possible. If we are unable to do so immediately, we will confirm receipt.

What we do for you
We process each complaint individually and look into the facts you have described. If our investigation into your matter takes longer due to the complexity of the facts, we will inform you of this in an interim response.

We will generally respond to complaints relating to your rights and obligations as a payment service user in accordance with Sections 675c to 676c of the German Civil Code (BGB) or Article 248 of the Introductory Act to the German Civil Code (EGBGB) within 15 working days of receipt of the complaint at the latest. If, in exceptional cases, we do not respond within this period, we will inform you of the reasons and the expected processing time. We will respond to your complaint regarding your aforementioned rights and obligations as a payment service user or Article 248 EGBGB no later than 35 working days after receipt of your complaint.

How we answer you
We will examine your complaint on the basis of our research. Our guiding principle is to find a fair solution. You will receive a reply from us informing you of the outcome of our investigation. If we are unable to fully satisfy your request, we will explain our position to you.

Out-of-court dispute resolution

The Bank participates in the dispute resolution procedure of the consumer arbitration board "Ombudsman of private banks" (www.bankenombudsmann.de). There, the consumer has the opportunity to call on the ombudsman of private banks to settle a dispute with the bank.

If the subject of the complaint concerns a dispute about a payment services contract (Section 675f of the German Civil Code), customers who are not consumers can also call on the ombudsman for private banks.

Further details are set out in the "Rules of Procedure of the Ombudsman of Private Banks", which can be made available on request or downloaded from the Internet at www.bankenombudsmann.de.

The complaint must be sent in text form (e.g. by letter or e-mail) to the office of the ombudsman for private banks, Postfach 04 03 07, 10062 Berlin, e-mail: schlichtung@bdb.de.