Complaints
Eurex Repo 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 Client Services, Regulatory & Financial Analysis or Sales Team. Each complaint has to be directed to Eurex Repo GmbH via in written form, either as a formal letter or as 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 Repo GmbH by formal letter to:
Eurex Repo GmbH
Deutsche Börse Group
Mergenthalerallee 61
65760 Eschborn
Complaints can be addressed to Eurex Repo GmbH by email to:
eurex.repo@deutsche-boerse.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.
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.
Escalation options
Eurex Repo GmbH undertakes to provide the complainant with a final response within a specified period of time. If the client receives a response but deems that the complaint needs to be addressed further, the client may either (i) ask its contact person to escalate the complaint to Compliance or (ii) contact Compliance directly (securities.compliance@deutsche-boerse.com).
Market Status ⓘ
XEUR
The market status window is an indication regarding the current technical availability of the trading system. It indicates whether news board messages regarding current technical issues of the trading system have been published or will be published shortly.
Please find further information about incident handling in the Emergency Playbook published on the Eurex webpage under Support --> Emergencies and safeguards. Detailed information about incident communication, market re-opening procedures and best practices for order and trade reconciliation can be found in the chapters 4.2, 4.3 and 4.5, respectively. Concrete information for the respective incident will be published during the incident via newsboard message.
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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