Ombuds Office

We will always undertake our best efforts to serve our clients as best possible, keeping their interests, wishes and needs in mind in all aspects of the banking business. 

Should you nonetheless see reason to complain or have suggestions for possible improvements, please contact us. We can assure you that we will take care of your problem quickly and find a fast solution to it. The following customer dialogue enables us to respond to your complaints and suggestions as quickly and transparently as possible:

Contact your relationship manager...

The best thing to do is contact your relationship manager or your usual contact person and tell them what is on your mind. Please give these individuals the opportunity to properly address your problem and make things right again.

...or write to us

Should you not be able to clarify the situation directly with your usual contact person, you also have the following possibilities to contact us:

Liechtensteinische Landesbank (Österreich) AG
Ombuds Office
Heßgasse 1
A-1010 Vienna
E-mail: ombudsstelle@llb.at
Telephone: +43/1/536 16-800
Fax: +43/1/536 16-293

For the correct registration and processing of your complaint, we require your full name, your date of birth and your client number or contact details.

We will take care of your concern

We will take care of your problem as promptly as possible. All complaints are recorded electronically and evaluated regularly in order to identify systematic risks and errors at an early stage, to correct and avoid them in the future. Where we are not able to find a direct solution to your problem, we will confirm having received your message within two business days. We will process each complaint individually, thoroughly looking into the matter you describe in each case. For this purpose, we will carry out investigations as necessary. When dealing with more complex matters, the consultation of external experts may be necessary. Thus, we ask for your understanding that the time from receiving the complaint to providing feedback or a satisfactory solution may vary. In general, we try to complete each case within ten business days. Should we need more time to come up with an answer, we will keep you informed in the meantime.

How we will respond

It is our corporate policy to keep our clients satisfied. We look into your complaint by investigating the matter. We will be pleased to discuss the outcome of our investigations with you in person or inform you in writing.

Where to turn to if we do not find a solution together

We do our best to find a positive solution to your problem. Should you be dissatisfied with the final solution we have come up with, you can still address your complaint to the following bodies:

In connection with banking transactions, apart from foreign currency loans:
Gemeinsame Schlichtungsstelle der Österreichischen Kreditwirtschaft (Joint Conciliation Board of the Austrian Banking Industry)
www.bankenschlichtung.at (available in German only)

In connection with contracts concluded via the Internet for consideration or other issues of e-commerce or internet law and/or data protection, copyright or trademark law regarding the Internet, if you are a consumer having your domicile in Austria:
Internet Ombudsmann
www.ombudsmann.at (available in German only)

In connection with contracts concluded online, you have the possibility to contact the dispute resolution platform established by the European Commission:
www.ec.europa.eu/consumers/odr

In connection with foreign currency loans or other disputes, which do not fall within the competence of the abovementioned dispute resolution bodies:
Verbraucherschlichtung Austria
www.verbraucherschlichtung.at (available in German only)

You remain free to assert claims, if any, before courts of ordinary jurisdiction.

Cases where we will not able to deal with your complaint

  • If the complaint is not brought forward according to the rules of decent conduct
  • If you do not name the person causing you to complain, it will not be possible for us to examine the matter in detail
  • If the complaint conflicts with protected interests of third parties within the meaning of banking secrecy
  • Complaints about business policy decisions, such as terms and conditions or fees, can be recorded, but we cannot grant any discounts or other special terms and conditions.
  • Handling your problem within the scope of our complaints management requires that no court or arbitration proceedings regarding the same matter are pending.
  • Should you have filed a criminal complaint on account of the subject matter of the complaint, we ask you to clarify the next steps directly in the legal process.