If you're dissatisfied with any aspect of Qonto's service, you have several options to submit your complaint and get it resolved quickly ✨
Our team is committed to addressing your concerns efficiently. Most issues can be resolved directly through our support chat, but if you need to escalate your complaint, we offer formal submission channels that comply with German banking regulations.
Please note: This complaint procedure applies specifically to Qonto customers with a German IBAN.
How do I contact Customer Support first?
Before submitting a formal complaint, please reach out to our support team via the chat in your Qonto session (available on both 💻 web and 📱 mobile).
Our support staff are trained to resolve most issues quickly and effectively during your first contact. This is often the fastest way to find a satisfactory solution.
If the support team's response doesn't resolve your concern to your satisfaction, you can proceed with a formal complaint submission using the methods below.
How can I submit a formal complaint?
If you need to escalate your issue beyond initial support contact, you can submit a formal complaint using either of these methods:
- Online submission: Send your complaint by email to reklamationen@qonto.com
- Mail submission: Send your letter by registered mail with acknowledgment of receipt to:
OLINDA Zweigniederlassung Germany
Beschwerdemanagement Qonto
Chausseestraße 29
10115 Berlin - Germany
Make sure to include all relevant details about your complaint, including your account information, the nature of your dissatisfaction, and any previous communication reference numbers.
What happens after I submit my complaint?
Once you submit your formal complaint, you can expect a structured response process:
You will receive an acknowledgment of receipt within 24 hours of submission.
Your complaint will then be forwarded to the responsible department for thorough review and processing. In most cases, you'll receive a final response within 15 working days.
In exceptional circumstances where additional investigation time is needed, we will inform you in advance and provide the final response within a maximum of 35 working days.
☝️ Important: Since you are using Qonto in a professional capacity as a business customer, you cannot initiate a consumer mediation procedure under German law.
However, our formal complaint process ensures your concerns are thoroughly reviewed and addressed. Additionally, you have the possibility to escalate Interchange Fee Regulation (IFR) related disputes to the Joint Arbitration Body of the Austrian Banking Industry (§ 97(4) ZaDiG 2018).