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 Leasing 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.
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 Erste Leasing 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 Erste Leasing 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:
- Name and surname/Name of the company
- Address of residence/Address of the legal entity
- Personal ID number/Registration number
- Contact and/or e-mail address
- 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.
Whether it is a complaint, advice, recommendation or praise, you can send them to us as follows:
1. At the Erste Leasing office, 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:
zastita.podataka@ersteleasing.rs (in case of complaints related to personal data protection only, from the email address reported to the Erste Leasing as the communication channel)
3. Via mail to the following address:
Erste Leasing d.o.o. Beograd
Milutina Milankovića 3a
11070 Novi Beograd
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 Erste Leasing 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.
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