Customer satisfaction is Sutor Bank's top priority. If you are not satisfied with our services and products, you have the option of lodging a complaint. We have set up a complaints office and put measures in place for complaint management. The aim of our complaint management system is to ensure that your complaints are dealt with appropriately and promptly. Complaints received are evaluated in order to rectify recurring errors or problems.

Complaint management procedure

All customers and potential customers of Sutor Bank can lodge a complaint about a service, product or the conduct of the bank. Complaints can be submitted to the bank electronically, in writing or verbally.

Please use the online complaint form, by clicking here. 

To the online complaint form for crypto business customers.

Complaints submitted electronically can also be sent to the email address beschwerdemanagement@sutorbank.de. For written complaints, please contact the following address:

Sutor Bank Complaints Management, Hermannstraße 46, 20095 Hamburg

The following information is required to process the complaint:

• the complainant's contact details (name, address, telephone number, email address if applicable);
• details of the bank's product or service to which the complaint relates
• a description of the facts of the case and an indication of when the reason for the complaint arose;
• the wording of the request or an indication of what the complaint is intended to achieve (e.g. correction of errors, clarification of differences of opinion, etc.);
• copies of any documents necessary for understanding the complaint (if available);
• if the complainant is contacting Sutor Bank on behalf of another person, a written power of attorney from that person.

Sutor Bank will confirm receipt of each complaint to the complainant. A response will generally be provided within 15 working days of receipt. If this deadline cannot be met, the complainant will be informed of the reasons for the delay and the expected processing time (interim response). The final response will be provided no later than 35 working days after receipt of the complaint. If a complaint can be processed at short notice, the complainant will receive a response directly instead of a confirmation of receipt.

If the bank does not uphold a complaint, either in whole or in part, the complainant will be given a reason.

Complaints to third parties

If a customer or potential customer is not satisfied with the bank's response, they can lodge a complaint with the following bodies:

• Sutor Bank participates in the out-of-court dispute resolution procedure of the consumer arbitration board ‘Ombudsmann der privaten Banken’ (www.bankenombudsmann.de). Further information can be found in the Bank's General Terms and Conditions.
• Customers and potential customers of Sutor Bank can also lodge a complaint in writing and for the record with the Federal Financial Supervisory Authority (BaFin), Graurheindorfer Straße 108, 53117 Bonn. Further details can be found on the BaFin website: www.bafin.de/DE/Verbraucher/BeschwerdenStreitschlichtung/beschwerdenstreitschlichtung_node.html

It is also possible to file a civil lawsuit.

Miscellaneous

Complaints are processed free of charge. However, each complainant bears their own costs (e.g. postage or telephone costs).

These principles are reviewed regularly and published on the bank's website.

As of 16 September 2025