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Consumer Protection | How to Protect Your Rights | Complaint

How to Submit a Complaint

First, try to resolve the dispute by directly addressing an official of the financial institution whose operation is subject of your complaint.

In most cases, the dispute is resolved in a simple and efficient way.

However, if the dispute has not been resolved, you have the right to file a complaint in writing. The complaint must contain your personal data and the reason for addressing the institution.

If you are dissatisfied with the financial institution’s response to the complaint, you may file to the NBS Department for Financial Consumer Protection and Education a written complaint to the operation of that financial institution or a mediation proposal.

Please note that you may file to the NBS a complaint/mediation proposal only if you previously filed a written complaint to the financial institution concerned and: 

  • you are dissatisfied with its response to the complaint or
  • the financial institution failed to respond within 15 days from the receipt of the complaint.

Along with the complaint, you should also file to the NBS a copy of the complaint sent to the financial institution, its response (if any) and the documentation based on which claims expressed in the complaint may be evaluated.

The NBS will inform you in writing of its findings based on the complaint within three months from the receipt of the complaint. In complex cases, the deadline may be extended by three months at most, of which you shall be informed in writing before the expiry of three months from the receipt of the complaint.

In its notification, the NBS will indicate the possibility to institute mediation proceedings for out-of-court settlement of the dispute.

You may file a written complaint to the NBS Department for Financial Consumer Protection and Education in writing at: 

NATIONAL BANK OF SERBIA
  Departmentfor Financial Consumer Protection and Education
Nemanjina 17, 11000 Beograd

or Post-office box 712, 11000 Beograd

or by email: zastita.korisnika@nbs.rs.

For further information, contact the NBS Call Centre at (+381) 800 111 110 (free-of-charge).

In your complaint, please explain in a simple and comprehensible way the dispute in question.
 

 

See More...
What Should Be Stated in a Notification/Complaint