In order to handle complaints related to the fulfillment or non-fulfillment of obligations of ECC as defined in the clearing conditions, ECC has established a Complaint Management Procedure. This can likewise be used for complaints in connection with the fulfillment or non-fulfillment of regulatory requirements that must be met by ECC in a fair and professional manner.
How to file a complaint?
Please send complaints in written form in German or English to ECC.
This is possible via fax, e-mail or postal service.
Your complaint should include your contact information and a description of the event that gave rise to the complaint.
European Commodity Clearing AG
Fax: + 49 341 24680-409
What is the procedure for handling a complaint?
Once ECC has received your complaint, it will gather all the necessary information and conduct a thorough investigation. You will receive a written acknowledgement of receipt no later than ten business days after receipt of your complaint.
ECC will respond to you within 50 business days from receipt of the complaint. If ECC is unable to meet the stated deadline, for example due to the complexity of the complaint, we will promptly inform you when the complaint is likely to be resolved.