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    ECC's Complaint Management Procedure

    ECC is committed to provide you with the best service possible. The satisfaction of our members, participants, clients and customers is our top priority. However, you may wish to complain about a problem related to our products and services.

    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.

    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.

    Contact:
    European Commodity Clearing AG
    Legal Department
    Augustusplatz 9
    04109 Leipzig

    Fax: + 49 341 24680-409
    E-mail: legal@eex.com

    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.