Use of offensive language by customers

Use of offensive language by customers

We at Deutsche Bank (Bank) are committed to providing the highest level of service to our customers. Our constant endeavor is to address and resolve the concerns of our customers to their satisfaction and build a long term relationship. We are committed to providing high class customer service and treat our customers fairly and courteously. We would also expect our customers to behave courteously and honestly in their dealings with us.

While the focus of our staff always is to go the extra mile to resolve customer issues, in exceptional situations, it is possible we may not be able to provide a resolution to the customer‘s satisfaction, despite the Bank’s best efforts. In the event that the resolution of customer's complaint is not to their satisfaction, they have an option to escalate the matter within the available escalation mechanism of the Bank or to an external forum i.e. Banking Ombudsman.

Use of provocative, unparliamentary language, rude and disruptive behaviour, displays of unwarranted aggression verbally, physically or in writing by customers are untenable as this  impacts the morale, dignity, and consequently, the efficiency of our staff.

We in such a situation will be compelled not to respond to customers found to be offensive in their interaction. Further we retain the right to terminate / close the customer relationships and close the products and services availed, with immediate effect. If there is any amount receivable from the customer, he / she would be under an obligation to make payments immediately or within such time as permitted by the Bank.