Verified: 19 March 2026 07:50 am CET
Industry: Digital Banking, Brokerage & Wealth Management
Jurisdiction: Germany
Primary Regulator: BaFin & ECB (European Central Bank)
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Scalable Capital staff will never ask for your account password, PIN, or ask you to install remote-desktop software (like AnyDesk or TeamViewer) to fix a “trading error.”
Level 1: Customer Support (Kundenservice)
- How to complain: Submit your issue via the secure Live Chat inside the Scalable Capital app/web portal, or email their service desk directly at service@scalable.capital. (Note: Direct phone support is generally reserved for PRIME+ and Wealth Management clients; check your app for your specific PIN-secured hotline).
- Source Verification: Impressum - Scalable Capital
- Availability: The digital support channels and client hotlines operate Monday to Friday from 09:00 to 18:00 (CET).
- Source Verification: Kontakt - Scalable Capital
- Timeline: Under European regulations, they must respond to payment-related complaints within 15 business days. For general brokerage or wealth management disputes, they aim to respond within 15 business days, but legally have up to 35 days for complex cases.
Level 2: Formal Written Complaint & Mahnung
- Who to contact: Formally escalate your financial dispute (e.g., failed portfolio transfers, blocked funds, or incorrect tax deductions) by sending a registered letter with return receipt (Einschreiben mit Rückschein) to their legal headquarters addressed to the Management Board, Scalable Capital Bank GmbH, Seitzstraße 8e, 80538 München, Germany. Clearly state your claim and set a legally binding 14-day deadline (Mahnung) for them to issue a refund or resolution.
- Source Verification: Beschwerdemanagement - Scalable Capital
- Timeline: The legally binding deadline of 14 days (set via your Mahnung) provides the bank a strict timeframe to resolve the issue before they legally default (in Verzug geraten).
Level 3: Regulatory Authority / ADR
- Authority: Because Scalable Capital is now a fully licensed private bank, they officially participate in the Association of German Banks’ dispute resolution scheme. If your complaint is not resolved, you can submit your case to the Ombudsmann der privaten Banken (Ombudsman of the Private Banks). The process is free for consumers, and the Ombudsman’s decision is legally binding on Scalable Capital for dispute values up to €10,000.
- Source Verification: Kontoeröffnungsunterlagen - Scalable Capital Bank GmbH
- Timeline: You can file a complaint with the Ombudsman immediately after receiving a final rejection letter from Scalable Capital, or if they fail to respond within the statutory 35-day limit.
Level 4: Legal Action
- Pre-Litigation: Before initiating formal court proceedings, you can seek case-specific legal assistance from your local Consumer Advice Centre (Verbraucherzentrale) or a financial lawyer to evaluate your claim. (Note: Scalable Capital explicitly rejects participation in the EU Online Dispute Resolution platform).
- Source Verification: Verbraucherzentrale - Beschwerde
- Court/Arbitration: If the Ombudsman cannot resolve the issue or the dispute exceeds €10,000, you can initiate the judicial dunning process (gerichtliches Mahnverfahren) online to obtain an enforceable payment title against the bank, or file a civil lawsuit at your local district court (Amtsgericht).
- Source Verification: Gemeinsames Mahnportal der Länder
Community Action: Is Scalable Capital still refusing to execute your depot transfer, or ignoring a complaint about a delayed PRIME+ interest payout? Reply below (do not share your passwords, full account numbers, or PINs), and our community will point you to the right legal templates!