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Consumer Protection | How to Protect Your Rights | Mediation

Mediation

If you are dissatisfied with the financial institution’s response to your complaint or the financial institution failed to respond, 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 relevant for the dispute.

Mediation proceedings shall be voluntary (the consent of both parties is necessary), confidential and urgent.

The parties in the dispute may decide to conduct mediation proceedings before the National Bank of Serbia or another body or person responsible for mediation.

Mediation proceedings before the National Bank of Serbia are free of charge. Any costs which may occur in the proceedings (costs of travel, accommodation, unpaid leave etc.) are borne by the parties.

Mediation proceedings are carried out by employees of the National Bank of Serbia – mediators, who have been appointed mediators by a decision of an authorised body in the Republic of Serbia, and/or who are licensed as mediators and included in the list of mediators.

Mediation proceedings may be concluded by settlement between the parties, suspension or abandonment.

If mediation is concluded by suspension or abandonment, a consumer may file a complaint to the operation of the financial institution concerned.

 


 


 

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