Complaints

Deutsche Börse Digital Exchange GmbH is committed to providing its customers with the best possible service. Their satisfaction is our top priority. For the event that you do see reason to file a complaint about an issue related to our products and services, we have set up a process that ensures all customer complaints are processed in a fair and timely manner. Incoming complaints enable us to identify recurring errors, rectify them and thus improve the quality of our services.

How to file a complaint?

All complaints can be submitted to our Growth & Development Team. Each complaint must be directed to Deutsche Börse Digital Exchange 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 the complaint and how your business was impacted.

Formal complaints may be addressed to:

Deutsche Börse Digital Exchange GmbH
Mergenthalerallee 61
65760 Eschborn 

Complaints via email may be addressed to: hello@dbdx.com

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.

Deutsche Börse Digital Exchange GmbH will respond to your complaint within a period of one month from its receipt. If we are unable to respect this mentioned period for example due to complexity of the complaint, we will reach out to inform you how long it likely will take for your complaint to be resolved.