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Frequently asked questions about the Ombudsman’s Office
What are the principles of the Ombudsman’s Office?
We deal with every situation fairly, taking into account your point of view as well as that of Intermarket Bank. However, good cooperation must always be based on certain rules. These rules are non-negotiable.
We understand that you may feel upset if our service has not been to your liking. Nevertheless, we ask you to remain calm. If you describe your problem objectively, we can take the right steps more quickly.
Where can the Ombudsman’s Office help?
Please contact us if
- you want to give feedback on our staff,
- you want to tell us something about our products or services,
- or you feel that agreements or contracts have not been upheld.
What should you bear in mind when giving feedback?
Are you upset or dissatisfied with something? Do you have a complaint? Please describe your problem in detail. The more information we have, the better we can assess your situation:
What happened and when? Who was involved? What is the amount involved? Please remember to include your personal details: name, address and telephone number. If possible, please send us copies of your documents rather than originals.
- Important: Please do not send us any passwords or other personal security codes. We will never ask you for such information.
What happens to your feedback?
Transparency is very important to us: we will keep you informed and notify you of the next steps.
We will record your complaint or concern in our system. This ensures that we never lose track of it. It also allows us to see whether your problem has occurred before and whether we already have adequate solutions at hand.
We will get back to you on the next working day at the latest. Ideally, we will be able to solve your problem right away, otherwise we will discuss any further steps with you.
We will make in-house enquiries and speak to the colleagues or departments concerned. When doing so, we make sure to judge the situation fairly and objectively.
We want to learn from every experience. For us, this means: we will ensure that such a situation does not occur again – all thanks to you. We will keep you updated on any progress along the way.
You will be informed about the outcome: the solution found for your problem, the view of Intermarket Bank and the next steps to be taken. And we will tell you exactly what has led us to this decision.
We know that you are waiting for a reply. But sometimes issues are more complex than they may appear at first glance. Please understand that it may take some time to deal with your concern.