Börse Stuttgart Digital Exchange
RegisterLogin
RegisterLogin

Principles for Complaint Management

At BSDEX, customer satisfaction is our top priority. If you are ever dissatisfied with our services and products, you have the opportunity to file a complaint at any time. We have established a complaint office for this purpose and implemented the necessary measures for complaint management. Our goal is to ensure appropriate and timely handling of your complaints.

To improve the quality of our services, we take your feedback very seriously.

We ensure that: all complaints are objectively and appropriately investigated in accordance with our principles and procedures for complaint management potential conflicts of interest are identified and any impairment of complaint processing due to conflicts of interest is avoided.

Additionally, we use all complaint cases as an opportunity to continuously review and optimize our processes and workflows through targeted measures if necessary.

Complaint Handling

As a current or potential customer of BSDEX, you may submit complaints regarding any of our services, including those provided by our partner organizations. These can be submitted in English and German. You can submit complaints free of charge both electronically and in writing to BSDEX:

  • You can submit electronic complaints via this complaint form.

  • For written complaints by post, you can use this template and send it to the following postal address:
    Baden-Württembergische Wertpapierbörse GmbH

    Beschwerdemanagement Customer Support BSDEX

    Börsenstr. 4

    70174 Stuttgart

The following information is required to processing the complaint:

  • Complete contact details (name, address, email address, depot number)

  • Possible reasons for complaint: purchase and sale of a security or cryptocurrency, delivery of crypto assets, outgoing depot transfer, costs and fees, payment transactions

  • Comprehensive description of the facts

  • Copies of all documents that help to explain the matter

BSDEX will acknowledge receipt of every complaint. A response is generally provided within 15 business days. If this timeframe cannot be met, We will send you an interim update explaining the reason for the delay and providing an estimated timeline. In such cases, a final response will be issued no later than 35 business days after receipt of thecomplaint. If your complaint can be resolved immediately, we may respond directly instead of sending a formal acknowledgement.

If BSDEX does not fully uphold your complaint, you will receive a reasoned explanation.

Further Options for Your Complaint

If you are not satisfied with the outcome or handling of your complaint, you may escalate the matter to an independent authority:

The legal recourse to the civil courts remains available to you.