Eurex Securities Transactions Services GmbH is committed to provide you with the best possible service. The satisfaction of our customers is our top priority. However, it may occur that you have to complain about an issue related to our products and services.
We have therefore set up a process of complaint management that ensures that all customer complaints are processed in a fair and timely manner. Be assured that, based on incoming complaints, we can also identify recurring errors, rectify them and improve the quality of our services.
How to file a complaint?
All complaints related to our products and services that have caused a statement of dissatisfaction, can be submitted to our Operations, Client Services and Sales & Business Development Team. Each complaint must be directed to Eurex Securities Transactions Services GmbH in written form, either as a formal letter or in an email. The request should include customer contact details and a complete description of the event giving rise to a complaint and how your business was impacted.
Complaints can be addressed to Eurex Securities Transactions Services GmbH by formal letter to:
Eurex Securities Transactions Services GmbH
Deutsche Börse Group
Complaints can be addressed to Eurex Securities Transactions Services GmbH by email to:
What is the procedure for handling a complaint?
Once we have received your complaint, we will collect all the information necessary and conduct an in-depth investigation in order to provide the most complete response possible. You will receive a written confirmation of receipt of your complaint no later than one working day following its receipt.
We will respond to your complaint within a period of one month from its receipt. If we cannot respect the mentioned period for example due to complexity of the complaint, we will inform you when the complaint is likely to be resolved.
Eurex Securities Transactions Services GmbH commits to deliver a final response to the complainant within a stipulated period of time. If the client receives a response, but deems that the complaint needs to be raised further, the client may either (i) ask its contact person to escalate the complaint to Compliance or (ii) contact Compliance directly.
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We strongly recommend not to take any decisions based on the indications in the market status window but to always check the production news board for comprehensive information on an incident.
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