You are dissatisfied with our answers, our waiting times, our friendliness or our handling of your request? We are sincerely sorry.
We do our best, but we do make mistakes. Please talk to us about it. This is the only way we can improve, and the only way we have a chance to work with you to find a fair and satisfactory solution.
Principles for handling complaints
1. The aim of complaint management - why do we do it?
We are not only committed to sustainability and better banking for tomorrow, but above all to your satisfaction with a sustainable, smart banking solution, as well as with us as a company with all our values and lived by our employees. Thinking differently about banking and finding contemporary solutions, but also being able to offer and implement a banking product that you can rely on and with which you are satisfied, is therefore extremely important to us.
That's why we've had a feedback culture in place since the beginning of Tomorrow, where we listen to every voice and every piece of feedback so that we can respond to the needs of our customers and community. Unfortunately, in our complex world, it is not always possible to respond to and implement all requests and feedback. Therefore, we have also set up a complaints office for you, which you can contact at any time, so that we can find an appropriate and satisfactory solution together, even in difficult cases. It is very important to us that we can guarantee you a transparent and comprehensible handling of your complaint, which we ensure with our complaint management and our complaint principles.
2. Definition of complaints - what is a complaint anyway?
Sometimes you or another person (customer, interested party or third party) may not be satisfied with our products, services or processes. As soon as you or another person informs us (without being asked) and it becomes apparent that, from the customer's point of view, personal expectations have not been met, we refer to this as a complaint. Your personal point of view is the focus, so we do not question the justification of a complaint. The decisive factor is how you assess the process to which your expression of dissatisfaction relates. Regardless of which contact channel (telephone, e-mail, chat or mail) we receive a statement of dissatisfaction, it will initially be treated equally as a complaint. A complaint exists even if it is not expressly designated as such.
3. Complaint contact - to whom can I address the complaint?
You can submit your complaint at any time electronically via email to complaint@tomorrow.one.
Of course you can also send us your complaint by mail to the following address:
Tomorrow GmbH
Neuer Pferdemarkt 23
20359 Hamburg
4. Complaint admission - What do I have to do, if I have a complaint?
If you would like to address your complaint to us, please use the contact form above and send us your complaint via e-mail from the e-mail address you have registered with us to complaint@tomorrow.one. In order for us to be able to process your complaint and your concern accurately, we need your support in the first step of recording your complaint and therefore ask you for the following information.
- Your contact information, including:
- Your email address stored in the app (if you are not already writing from it).
- IBAN of the affected account (if the complaint refers to your Tomorrow account/settlement)
- Securities account number (if the complaint refers to your securities account/settlement)
- If applicable, a telephone number where we can reach you in case of queries
- Description of the issue (problem/transaction/process/etc.)
- A detailed list of the products and services to which the complaint relates.
- date of the incident that led to the complaint
- desired outcome (for example, problem resolution, clarification of discrepancies, service improvements, compensation, etc.)
- (if available) any documents you have related to the incident: feel free to simply take a screenshot of the issue directly in the app or include any correspondence you've already had.
5. Complaint processing - How does the processing of my complaint work?
As soon as we have received your complaint, you will receive an acknowledgement of receipt. Depending on the facts of the case, we will of course send you a reply within a reasonable period of time (within 15 working days from receipt of the complaint). Depending on the scope of the complaint, you may also receive a solution or initial response to your complaint directly with the confirmation of receipt. If we do not have all the information we need to process your complaint when we receive your message, we will of course inform you of this and ask for it if necessary.
Please note that not every complaint can be solved immediately with a first answer. Since we work with many partners, it may be that we also have to contact our partners to find a solution. Therefore, the entire processing, especially for more complex cases, can sometimes take several weeks. In any case, we will inform you sufficiently about the expected processing time in our answers.
6. Conciliation boards - What happens if we don't find a solution?
From time to time it happens that we cannot find a completely satisfactory solution for a submitted complaint. Therefore, you always have the possibility to submit your complaint directly to the Federal Financial Supervisory Authority (Bundesanstalt für Finanzdienstleistungsaufsicht). All information on the relevant procedure is provided directly by the Federal Financial Supervisory Authority. This can be contacted at the following address:
Bundesanstalt für Finanzdienstleistungsaufsicht
Graurheindorfer Strasse 108
53117 Bonn
Alternatively, you can also contact the conciliation body of the Deutsche Bundesbank:
Deutsche Bundesbank
Taunusanlage 5
60329 Frankfurt am Main
P.O. Box 11 12 32 60047
Frankfurt am Main
Telephone: 069 / 70 90 90 - 9901
E-mail: schlichtung@bundesbank.de
https://www.bundesbank.de/de/service/schlichtungsstelle
In addition, the European Commission provides an online platform (so-called: OS platform) for out-of-court online disputes, which you can reach under this link.