Complaint
and ombudsman offices
In Germany
General topics
Bar Association Arbitration Board
The Bar Association's arbitration board mediates as a neutral intermediary between clients and attorneys. This may involve conflicts regarding fees or possible claims for damages.
Federal Conciliation Office
The General Consumer Arbitration Board of the Federal Office of Justice, founded in 2016, also took on the role of the Federal Universal Arbitration Board in 2020. It is therefore not only responsible for
Building & Living
Real Estate Ombudsman
In the event of conflicts between consumers and construction companies, the Real Estate Ombudsman acts as a neutral mediator. These construction companies must either be members of the German Real Estate Association (IVD Bundesverband der Immobilienberater) or
Consumer arbitration board for architectural and engineering services
The Consumer Arbitration Board for Architectural and Engineering Services (VSSAI) is aimed at private builders who have problems or misunderstandings with architects or construction companies that cannot be satisfactorily resolved.
Energy
Arbitration centre: Energy
In the event of conflicts, problems, or other complaints relating to energy supply companies, consumers can contact the Schlichtungsstelle Energie e.V. (Energy Arbitration Board). This is the central point of contact for
Financial matters
BVR customer complaints office
The National Association of German Cooperative Banks (BVR) offers a customer complaints office for disputes relating to all German cooperatives within the BVR. As one of the
Ombudsman for Private Banks
The Ombudsman for Private Banks has been operating as a state-approved consumer arbitration body since 2016. In this capacity, he reviews and processes complaints received in connection with banks belonging to the
Ombudsman: Investment funds
According to the Federal Office of Justice, the Ombudsman Service for Investment Funds of the German Investment Funds Association (BVI) is a private consumer arbitration body responsible for the financial sector. It acts in cases of disagreement between
Arbitration centre: Insurance, investment and credit brokerage
The Conciliation Board for Commercial Insurance, Investment, and Credit Brokerage is a recognized consumer conciliation board. It mediates disputes in the areas of capital investments (such as investment funds, asset investments, or AIFs),
Transportation & Travel
Air Transport Arbitration Board
If you encounter problems in connection with air travel that cannot be resolved directly with the airline, you can contact the Air Transport Arbitration Board. This is
Travel and Transportation Arbitration Board
In the event of disputes with travel and transport companies, the Schlichtungsstelle Reise & Verkehr e.V. (formerly: “söp”) arbitration board can help. Travelers can submit complaints about bus, train, ship, or airline companies, as well as
SNUB: Local Transport Arbitration Board
The local transport arbitration board known as “SNUB” mediates complaints and conflicts relating to local transport in the federal states of Lower Saxony and Bremen. ‘SNUB’ stands for “Streit” (dispute).
SNV: Arbitration centre for local transport
The Local Transport Arbitration Board (SNV) acts as a point of contact for problems and conflicts with public transport companies in North Rhine-Westphalia that could not be resolved through direct contact. Related
Media & Digitalization
Postal arbitration board
The Federal Network Agency offers the Postal Arbitration Board for disputes involving postal companies. Consumers can contact the arbitration board to reach an amicable agreement.
Insurance
Ombudsman for insurance
As a recognized consumer arbitration body, the Insurance Ombudsman (Versicherungsombudsmann e.V.) is a central point of contact for disputes in insurance matters. Consumers can contact the Ombudsman in the event of conflicts or
Ombudsman for private health and long-term care insurance
The Ombudsman for Private Health and Long-Term Care Insurance provides a point of contact for insured persons who are in conflict with insurance companies and have been unable to resolve the issue directly. In doing so, it can