Your opinion matters to us

Dear clients,

We kindly ask you to share with us your opinion on the quality of our services and your satisfaction with cooperation with Erste Bank so far.

If you have a complaint, advice or a recommendation which would help us improve our services and offer to the clients, please complete the appropriate form.
Depending on whether your opinion refers to retail operations, operations with micro clients (entrepreneurs) or with corporate clients, you can chose one of the selected forms:
 

Your opinion matters to us

Your opinion matters to us

Your opinion matters to us

How can you make a complaint?

You can make an oral or written complaint.

If you are making an oral complaint, the employees of the Bank will try (after the implemented process of the identification of the complainant, only) to provide an adequate response.

If you are dissatisfied with the response you received, the employee of the Bank will provide you with all necessary information on how to make a complaint in writing.

A written complaint should contain personal data of the complainant:

  1. Name and surname/Name of the company
  2. Address of residence/Address of the legal entity
  3. Personal ID number/Registration number
  4. Contact and/or e-mail address
  5. Description of the dispute (refer to the Agreement, if any, to which the dispute is related)

In case the complaint is related to personal data protection, it must contain other mandatory elements defined within the adequate Template for the Protection of Rights related to Personal Data.

Manual for Making a Complaint

Whether it is a complaint, advice, recommendation or praise, you can send them to us as follows:

1. At the branches of Erste Bank, by completing the "Your opinion matters to us" form i.e. Template for the Protection of Rights related to Personal Data.

2. Via e-mail to the following addresses:

zalbe.stanovnistvo@erstebank.rs

zalbe.micro.preduzeca@erstebank.rs

zalbe.preduzeca@erstebank.rs

dpo@erstebank.rs (in case of complaints related to personal data protection only, from the email address reported to the Bank as the communication channel)

3. Via mail to the following address:

Erste Bank a.d. Novi Sad

Odeljenje za upravljanje kvalitetom i istraživanjima/ Služba marketinga

Milutina Milankovića 3 a; 11070 Novi Beograd

Telefon: + 381 11 201 5074

You can make a complaint related to:

- products and services we provide

- conduct of our employees

- situations which are contrary to legal and contractual provisions

- personal data protection 

 

Our complaint policy does not cover the situations caused by:

- dissatisfaction with our policy or procedures

- dissatisfaction with third-party products or services

1. After a complaint is made, it is recorded in our system

We record all complaints we receive, so that we can monitor all types of issues, sort them and monitor the period for their resolution.

2. We follow up on all your claims presented in the complaint and look for solutions

In any case, we will:

- treat the complaint as confidential, in accordance with the law

- address each question with integrity and respect

- review everything in detail and objectively

- inform you of any new developments

- acknowledge all our mistakes and take concrete measures

3. We will contact you

In accordance with the Law on the Protection of Financial Service Consumers, we are obliged to respond to your complaint within 15 days. If possible, we will send you a response as soon as we review all your claims, before the statutory time limit. The response will contain the position of the Bank and the measures taken in case of any mistakes. In case your complaint is rejected, we will provide you with the reasons.

Complaints related to personal data protection will be dealt with in accordance with the Law on Personal Data Protection. Our goal is to respond to all complaints within the stated time period. However, if a complaint is more complex, the time period may need to be extended. In such case, we will notify you accordingly. We kindly ask you for your understanding since addressing the complaints related to all types of cards can take longer due to international regulations which are not within the competence of the Bank.

If you are dissatisfied with the response to your complaint, you can contact the following authorities:

National Bank of Serbia

Nemanjina 17, 11000 Belgrade or P.O. box 712, 11000 Belgrade

e-mail: zastita.korisnika@nbs.rs

*Commissioner for Information of Public Importance and Personal Data Protection

Bulevar kralja Aleksandra 15, Beograd 11120

Email: office@poverenik.rs

*For complaints related to personal data protection, only
 

Thank you in advance for the time spent on completing the form as well as for useful suggestions

It would be our pleasure to talk to you in person and find a solution in case of a problem or if you wish to present to us your proposals for the improvement of cooperation. You can obtain and complete the "Your Opinion Matters to Us" form at one of our branches.

Manual for Making a Complaint