When you have a question about a banking transaction, an organised set of documents helps explain what happened. This guide helps you describe the issue and gather records for a discussion.

The checklist complements the overview of banking and capital market law. It does not assess an individual contract or claim and does not replace a review of the specific facts.

Define the issue

Which bank or provider is involved? Identify the transaction or product and the parties.
What happened, when did you learn about it, and which amounts or entries does your question concern?
What would you like to clarify? Write down the specific question and any answers already received.

Accounts and payments

If available: the account agreement, agreed terms and the pricing information you have for the transaction.
The relevant account statements or transaction records, showing the booking date, amount and payment reference.
The payment instruction, confirmation and correspondence relating to the transaction.

Loan documents

The loan agreement, amendments and any documents about agreed security.
Records of disbursement, the repayment schedule and evidence of payments actually made.
Letters about statements, the remaining balance, termination or a demand for payment, if relevant to your issue.

Investment documents

The order or subscription and the product information you received; note when you received it.
Any records of advice and messages relating to the discussion or investment decision.
Custody or transaction statements, fee information and later notices about the product.

A timeline and open questions

Prepare a short table showing the date, event and corresponding document. Keep notes based on your own recollection separate from existing records.

Mark unclear passages, missing documents and conflicting information. Also note dates stated in letters you received so they can be considered in their specific context.

Further information and contact

Additional official information

BaFin: information about complaints (German)

The linked BaFin information is in German. This guide does not select a particular complaint procedure or legal route for your case.

Banking documents: preparing records and questions