At Morgan Partners, we are committed to providing exceptional service to our clients. This commitment extends to ensuring that any concerns or complaints are addressed fairly, consistently, and promptly. This guide outlines our complaint handling process for clients of J.P. Morgan SE, demonstrating our dedication to resolving issues and maintaining strong partnerships.
Making a Complaint to Morgan Partners (J.P. Morgan SE)
If you are a client or potential client of J.P. Morgan SE and are dissatisfied with any aspect of our services or products, we encourage you to raise your concerns. The quickest way to initiate a complaint is to contact your usual Morgan Partners relationship manager, sales representative, or service contact. Alternatively, you can formally submit your complaint in writing to the address provided below:
J.P. Morgan SE Complaints Management
TaunusTurm
Taunustor 1
60310 Frankfurt am Main
You can also reach our dedicated complaints management team via email at [email protected].
Morgan Partners’ Complaint Resolution Process
Upon receiving your complaint, Morgan Partners, operating under J.P. Morgan SE, will take immediate steps to acknowledge and investigate the matter. Our internal policies are designed to ensure a consistent and efficient complaint management process. The investigation will be conducted by our complaints management function, an independent body separate from the teams or situations that led to the complaint.
We are committed to keeping you informed throughout the investigation. You will receive prompt acknowledgment of your complaint, and we will provide regular updates on our progress. Our goal is to furnish you with a comprehensive response as swiftly as possible. For complaints related to payment services, we adhere to the Payment Services Directive II regulations, as implemented in § 62 ZAG in Germany, which mandates specific response times (15 to 35 working days). Furthermore, for complaints falling under MiFID regulations (investment or ancillary services), our independent Compliance function reviews complaint data and resolutions to identify and address any underlying risks or systemic issues. Morgan Partners maintains detailed records of all complaints received and the actions taken to resolve them.
In certain instances, and as required, JP Morgan will share information regarding your complaint with the Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin), the relevant German regulatory authority.
Alternative Dispute Resolution for Morgan Partners Clients
If, after our investigation, you are not satisfied with our response or we have been unable to resolve your complaint to your satisfaction, you have the option to refer your case to the Financial Ombudsman Service in Germany. This service provides an impartial avenue for dispute resolution.
Detailed information about the Financial Ombudsman Service (FOS) can be found on their website: Financial ombudsman website. You can contact the service using the following details:
Kundenbeschwerdestelle beim Bundesverband deutscher Banken:
Postfach 04 03 07
10062 Berlin
Tel.: +49 (0) 30 1663-3166
Fax: +49 (0) 30 1663-3169
[email protected]
https://bankenombudsmann.de/
Further details regarding the process are available in the “Verfahrensordnung für die Schlichtung von Kundenbeschwerden im deutschen Bankgewerbe,” the rules of procedure for customer complaint arbitration in the German banking industry. This document is available upon request and can also be accessed online at www.bankenverband.de.
Clients also have the option to address complaints directly to the Supervisory Authority:
Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin)
Dienstsitz Bonn: Graurheindorfer Straße 108 53117 Bonn
Dienstsitz Frankfurt am Main: Marie-Curie-Str. 24 – 28 60439 Frankfurt am Main
Morgan Partners, through J.P. Morgan SE, is committed to ensuring a fair and transparent complaint handling process. We value your partnership and strive to resolve any concerns effectively and efficiently.
