Complaints Procedure
At Avencrest Capital GmbH, we are committed to providing the highest standards of professional service. If we fall short of your expectations, we want to hear from you so we can put things right promptly and impartially.
How to Make a Complaint
You can raise a complaint with us free of charge through any of the following communication channels:
By Email
Send full details of your complaint directly to our dedicated compliance inbox:
[email protected]
or [email protected]
By Telephone
Speak directly with our client care team in Frankfurt:
+49 (0) 69 9451 8200
Monday to Friday: 09:00 – 18:00 CET
Written Complaint Address
If you prefer to submit your complaint by post, please write to:
Avencrest Capital GmbH
Attn: Complaints Handling & Compliance Management
Mainzer Landstraße 46
60325 Frankfurt am Main
Germany
Information to Include in Your Complaint
To help us investigate and resolve your concerns as swiftly as possible, please provide:
- Your full name, company name, business address, email, and daytime contact number.
- Any reference numbers associated with your enquiry or transaction (if applicable).
- A clear, chronological summary of what occurred and why you are dissatisfied.
- Copies of any supporting documents, correspondence, or emails relevant to the matter.
- What action you would consider a satisfactory resolution to your complaint.
Response Timelines & Resolution Process
We adhere to a formal, structured timeline when handling complaints:
Upon receiving your complaint, we will send you a formal written acknowledgment within 5 business days. This will provide you with a unique complaint reference number and the name and contact details of the compliance officer assigned to lead your case.
The assigned investigator will conduct a comprehensive and impartial review, gathering internal records and interviewing any relevant team members or partner institutions involved. If the investigation cannot be concluded within 4 weeks, we will provide a written progress update explaining our findings so far and the remaining steps.
We aim to resolve all complaints as quickly as possible and will issue a definitive written Final Response no later than 8 weeks from the date your initial complaint was received. This letter will detail our findings, our decision, any remedial actions or compensation offered, and clear instructions on your escalation options if you remain dissatisfied.
Escalation Path
If you are not satisfied with the initial outcome or how your complaint was handled, you have access to both internal and external escalation paths:
Internal Executive Escalation
You may request that your case be escalated for executive review by the Managing Director, Philip Okito. The executive leadership will review the case file, the investigation records, and our prior response to determine whether an alternative solution is warranted.
External Regulatory Escalation
If you remain dissatisfied after receiving our final response, or if 8 weeks have elapsed without a final decision, you may contact our competent supervisory authority:
Ordnungsamt Frankfurt am Main
Supervisory Authority pursuant to § 34c GewO
Kleyerstraße 86
60326 Frankfurt am Main
Germany
https://frankfurt.de/ordnungsamt
You may also access the European Commission's Online Dispute Resolution (ODR) platform at https://ec.europa.eu/consumers/odr/, or pursue appropriate remedies through the ordinary courts of law in Frankfurt am Main, Germany.
Last updated: September 2026
Need to Speak With Our Team?
If you have questions about an active application or wish to discuss an issue informally before making a complaint, our client services team is ready to help.