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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.

    Your complaint should include the following contact information and a description of the event that gave rise to the complaint:

    • full name of the Complainant,
    • telephone number (including area code) of the Complainant,
    • one of the following contact options of the Complainant,
      • e-mail-address of the Complainant,
      • fax number of the Complainant,
      • postal address of the Complainant,
    • full name of a contact person,
    • telephone number (including area code) of the contact person,
    • one of the following contact options of the contact person,
      • e-mail-address of the contact person,
      • fax number of the contact person,
      • postal address of the contact person,
    • account number of the Complainant

    The Complaint can be send to ECC via postal service, via fax or via e-mail.

    Postal Address::
    European Commodity Clearing AG
    Legal Department
    Augustusplatz 9
    04109 Leipzig

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

    Once ECC has received your complaint, it will check whether the Complaint meets the requirements as mentioned above.

    If the Complaint meets the requirements as mentioned above, the Complaint Manager shall acknowledge the receipt of the Complaint to the Complainant in writing at the latest within ten (10) Business Days after receipt of the Complaint and start internal investigations.

    If the Complaint does not meet the requirements as mentioned above, the Complaint Manager shall ask the Complainant to revise the Complaint within ten (10) Business Days. If the requirements are still not met after the Complainant has revised the Complaint, the Complaint Manager shall reject the Complaint in writing.

    ECC will respond to your Complaint within thirty (30) business days from receipt of the Complaint. Where, in exceptional cases, it is not reasonably possible for the Complaint Manager to meet the deadline due to the nature or complexity of the matter referred to him or her, the Complaint Manager shall inform the Complainant promptly in writing (“Textform”) of this fact and provide a further deadline while taking the interests of the Complainant and the need for swift processing into account.