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<section class="db-page-hero" aria-labelledby="hero-title"><div class="db-container"><h1 class="db-page-hero-title" id="hero-title">Complaints Policy</h1><p class="db-page-hero-subtitle">We are committed to providing the highest standard of service. If something goes wrong, we want to know about it so we can put it right.</p></div></section>

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  <h2>Our Commitment</h2>
  <p><?= getSetting("site_name", "Deutsche Bank Holdings Delaware") ?> is committed to delivering a fair, transparent, and professional banking experience. We recognise that, on occasion, things may not meet your expectations. When that happens, we take your concerns seriously and are dedicated to resolving them promptly and fairly.</p>
  <p>This Complaints Policy explains how you can raise a concern, what information we need from you, how we will handle your complaint, and what you can expect throughout the process. It also outlines your rights and the options available to you if you remain dissatisfied with our response.</p>

  <h2>How to Make a Complaint</h2>
  <p>You may submit a complaint through any of the following channels:</p>
  <ul>
    <li><strong>Online:</strong> Log in to your online banking dashboard and use the complaints submission form under Support. This is the fastest method and generates an automatic reference number for tracking.</li>
    <li><strong>By email:</strong> Send a detailed description of your complaint to <strong>complaints@dbhacu.com</strong>. Please include your account details and any relevant supporting documents.</li>
    <li><strong>By phone:</strong> Call our customer support team at <strong>+1 (800) 555-0201</strong>. Our representatives are available Monday to Friday, 8:00 AM to 8:00 PM, and Saturday 9:00 AM to 2:00 PM.</li>
    <li><strong>In writing:</strong> Send a letter to: Complaints Department, <?= getSetting("site_name", "Deutsche Bank Holdings Delaware") ?>, 1201 North Market Street, Wilmington, DE 19801, United States.</li>
    <li><strong>In person:</strong> Visit any <?= getSetting("site_name", "Deutsche Bank Holdings Delaware") ?> branch and speak with a representative. They will record your complaint and provide you with a written acknowledgment.</li>
  </ul>

  <h2>What Information to Provide</h2>
  <p>To help us investigate your complaint thoroughly and efficiently, please include as much of the following information as possible:</p>
  <ul>
    <li>Your full name and account number(s)</li>
    <li>A clear description of the issue, including relevant dates, times, and amounts</li>
    <li>The names of any <?= getSetting("site_name", "Deutsche Bank Holdings Delaware") ?> staff members you have spoken with about the matter</li>
    <li>Copies of any supporting documents, correspondence, or screenshots</li>
    <li>An explanation of how the issue has affected you and what outcome you are seeking</li>
    <li>Your preferred contact method and availability</li>
  </ul>
  <p>Providing complete information at the outset helps us resolve your complaint more quickly and minimises the need for follow-up requests.</p>

  <h2>What Happens Next</h2>
  <p>Once we receive your complaint, we follow a structured process to ensure it is handled fairly and consistently:</p>
  <ol>
    <li><strong>Acknowledgment:</strong> Within 2 business days of receiving your complaint, we will send you a written acknowledgment that includes a unique reference number. Please quote this reference in any future correspondence about your complaint.</li>
    <li><strong>Assessment:</strong> Your complaint is assigned to a dedicated case handler with the appropriate expertise. They will review all the information provided, examine our records, and consult with relevant departments as necessary.</li>
    <li><strong>Investigation:</strong> The case handler will conduct a thorough investigation. This may involve reviewing transaction logs, system records, call recordings, correspondence, and speaking with staff members involved in the matter.</li>
    <li><strong>Resolution:</strong> We aim to resolve most complaints within 15 business days. If your complaint is complex and requires additional time, we will inform you of the delay, explain the reason, and provide an updated timeline.</li>
    <li><strong>Response:</strong> You will receive a written response detailing our findings, the outcome of our investigation, and any remedial action we have taken or propose to take. If your complaint is upheld, we will explain what we will do to put things right.</li>
  </ol>

  <h2>Escalation Process</h2>
  <p>If you are not satisfied with the initial response to your complaint, you may escalate the matter:</p>
  <ol>
    <li><strong>Internal escalation:</strong> Request that your complaint be reviewed by a senior manager within the Complaints Department. You can make this request by replying to the response letter, contacting your case handler, or calling our customer support line. A senior review will be completed within 10 business days.</li>
    <li><strong>Executive review:</strong> If you remain dissatisfied after the senior review, you may request that the matter be escalated to our Head of Customer Relations. This is the final stage of our internal complaints process and will be completed within 15 business days.</li>
    <li><strong>External review:</strong> If we have not resolved your complaint to your satisfaction after completing our internal process, you may refer the matter to the relevant external body. In the United States, you may contact the Consumer Financial Protection Bureau (CFPB) at <a href="https://www.consumerfinance.gov/complaint/" target="_blank" rel="noopener">consumerfinance.gov/complaint</a> or the appropriate state banking regulator.</li>
  </ol>

  <h2>Timeframes</h2>
  <p>We are committed to resolving complaints as quickly as possible, while ensuring a thorough and fair investigation. The following timeframes apply:</p>
  <ul>
    <li><strong>Acknowledgment:</strong> Within 2 business days of receipt</li>
    <li><strong>Initial resolution:</strong> Within 15 business days for most complaints</li>
    <li><strong>Complex complaints:</strong> May take up to 35 business days; you will be notified if this applies</li>
    <li><strong>Internal escalation review:</strong> Within 10 business days of your escalation request</li>
    <li><strong>Executive review:</strong> Within 15 business days of your escalation request</li>
  </ul>
  <p>All timeframes refer to business days (Monday through Friday, excluding public holidays). If we need more time at any stage, we will inform you in writing, explain the reason for the delay, and provide a revised deadline.</p>

  <h2>Your Rights</h2>
  <p>As a <?= getSetting("site_name", "Deutsche Bank Holdings Delaware") ?> customer, you have the right to:</p>
  <ul>
    <li>Be treated fairly, respectfully, and without discrimination throughout the complaints process</li>
    <li>Have your complaint investigated thoroughly and impartially by a qualified case handler</li>
    <li>Be kept informed of the progress of your complaint at each stage</li>
    <li>Receive a clear explanation of the outcome of our investigation</li>
    <li>Have any errors corrected and, where appropriate, receive compensation for any financial loss or material inconvenience caused by our error</li>
    <li>Escalate your complaint if you are not satisfied with our response</li>
    <li>Refer your complaint to an external body if it remains unresolved after our internal process</li>
    <li>Access your personal data and request corrections in accordance with our <a href="privacy-policy.html">Privacy Policy</a></li>
  </ul>

  <h2>Contact Information</h2>
  <p>If you need to discuss the complaints process or submit a complaint, our team is ready to assist:</p>
  <div class="db-grid db-grid-2 db-mt-6">
    <div class="db-contact-card animate"><div class="db-contact-card-icon"><i class="fas fa-phone-alt"></i></div><div class="db-contact-card-body"><h4>Customer Support</h4><p>Available Monday to Friday, 8:00 AM to 8:00 PM</p><p style="font-weight:600;color:var(--db-primary);">+1 (800) 555-0201</p></div></div>
    <div class="db-contact-card animate"><div class="db-contact-card-icon"><i class="fas fa-envelope"></i></div><div class="db-contact-card-body"><h4>Email</h4><p>For written complaints and supporting documents</p><a href="mailto:complaints@dbhacu.com">complaints@dbhacu.com</a></div></div>
    <div class="db-contact-card animate"><div class="db-contact-card-icon"><i class="fas fa-map-marker-alt"></i></div><div class="db-contact-card-body"><h4>Postal Address</h4><p>Send written complaints to our Complaints Department</p><p style="font-size:var(--db-text-sm);">Complaints Department<br><?= getSetting("site_name", "Deutsche Bank Holdings Delaware") ?><br>1201 North Market Street<br>Wilmington, DE 19801</p></div></div>
    <div class="db-contact-card animate"><div class="db-contact-card-icon"><i class="fas fa-building"></i></div><div class="db-contact-card-body"><h4>Visit a Branch</h4><p>Speak with a representative in person</p><a href="contact.html">Find a branch →</a></div></div>
  </div>
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