Detailed information on filing a complaint
Detailed information on filing a complaint
We believe that open communication, respecting clients’ opinion and mutual trust are the key values in business, which have to be continuously nurtured and developed.
Customer care is one of the most important business values of our Bank. A few years ago, we started a project “We are 100% listening” aiming to better understand your needs and wishes.
Hearing what you have to say about our products and services gives us the opportunity to continually improve quality, as well as to better know and understand your needs in order to find the best possible way to fulfil them. Our goal is to work together with you on creating even better conditions for long-term partnership, which certainly includes handling your complaints.
Right to file a complaint
If you consider your rights and interest have been violation while doing business with the Bank and/or that the bank fails to comply with regulations, general terms and conditions or good business practices regarding services or obligations under the contract concluded with you - please to resolve the dispute by directly contacting responsible person of the Bank or by calling the Contact Centre. Many disputes can quickly and easily be resolved in that way. If you opted to directly contact the bank, but you are not satisfied with the answer regarding your problem, you have the right to send a written complaint to the Bank.
Channels to file a complaint
Please make sure to note that you are filing a complaint and file it using any of the following channels:
- By completing a contact form
- By an e-mail sent to: kontakt@bancaintesa.rs
- By a mail sent to the following address: Banca Intesa AD Beograd, Customer Satisfaction and Complaints Office, Ul. Milentija Popovića 7b,11070 Novi Beograd
- In the closest branch
Deadlines for filing a complaint
Written complaints to the bank must be submitted within three (3) years from the date of violation of your right or legal interest. Submission and handling of complaints are not charged. Written complaint must contain your personal data and reason for complaint. It must be prepared in such a way that allows the bank to determine your relationship with the bank and reasons for complaint without any doubts.
Complaint handling
Your complaint will be duly considered and we will send you a clear and comprehensible reply within 15 days upon receiving your complaint. f the Bank, for reasons beyond its control, is unable to provide a response within 15 days, that time limit may be extended by up to 15 days, about which the Bank will notify you in writing, explaining the reasons why it is not possible to provide reply within the original 15 day period, as well as information on the deadline for the reply.
In case you are not satisfied with the response received, please let us know so that you could give us an opportunity to consider your additional arguments.
Right to complain
If you are not satisfied with reply to complaint or if reply has not been provided within legal time frame, before filing a lawsuit, you have the right to submit any of the following documents to the National Bank of Serbia - Department for Protection of Financial Services Users:
- Complaint
- Proposal for mediation
Complaint must be submitted within six (6) months from the date Bank’s reply to original complaint has been received. In support of your complaint you must provide to NBS the original complaint sent to the bank, the reply received from the bank in that regard, as well as any supporting documents which may be used to review the facts of the complaint.
Complaints are sent to the following address:
- Narodna Banka Srbije, Sektor za zaštitu korisnika finansijskih usluga, Nemanjina 17, 11000 Beograd or
- Poštanski fah 712,11000 Beograd or
- By an e-mail to: zastita.korisnika@nbs.rs
Mediation procedure
As for the mediation procedure, it is necessary to note that the procedure is voluntary (requires consent of both parties), confidential and urgent. Mediation procedure before National Bank of Serbia is not charged, provided that any costs which may arise from the procedure are borne by the parties themselves. Mediation procedure before NBS is carried out by employees of NBS with appropriate mediation licences and listed as mediators. Mediation procedure may result in agreement between the parties, termination of proceedings or withdrawal of complaint.
