Service Navigation

Complaints management

Complaints management

Eurex Clearing 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.

In order to address complaints arising in connection with the performance of, or failure to perform any of Eurex Clearing’s obligations as defined in the Clearing Conditions of Eurex Clearing and/or with the performance, or failure to perform, any regulatory requirements that need to be fulfilled by Eurex Clearing in a fair and professional way, Eurex Clearing has implemented a complaints management process.

How to file a complaint?

Each complaint has to be directed to Eurex Clearing in written form, either as a formal letter or as an e-mail. 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 related to our products and services that have caused a financial loss or measurable impairment of your business, can be submitted to your Key Account Manager or via the Eurex Clearing Contact Form

Complaints related to a potential breach of Eurex Clearing’s fulfillment of the Clearing Conditions or any applicable regulatory requirement can be submitted to our Compliance Department.

All complaints can also be addressed to Eurex Clearing by formal letter to:

Regulation & Compliance
Eurex Clearing AG
Deutsche Börse Group
Mergenthalerallee 61
65760 Eschborn

What is the procedure for handling a complaint?

Once we have received a complaint, we will collect all the information necessary and conduct an in-deep investigation in order to provide the most complete response possible. The complainant will receive a written confirmation of receipt of his complaint no later than 10 business days following its receipt.

Eurex Clearing will respond to the complaint within a period of 50 business days from its receipt. If we cannot respect the mentioned period for example due to the complexity of the complaint, the complainant will be informed when the complaint is likely to be resolved.