Decisions on consumer protection

Complaints

• Decision on Handling Complaints of Financial Service Consumers 
  RS Official Gazette, No. 1/2019, 50/2019, 87/2021 and 77/2023
• Decision on Complaints of Legal Persons and Handling of Such Complaints by Banks 
  RS Official Gazette, No. 87/2021
• Decision on Handling Complaints of Insurance Service Consumers
  RS Official Gazette, No. 87/2021
• Decision on the Manner of Protecting the Rights and Interests of Consumers of Services Provided by Voluntary Pension Fund Management Companies
  RS Official Gazette, No. 55/2015

Financial services advertising

• Decision on Detailed Conditions of Financial Services Advertising
  RS Official Gazette, No. 15/2019

Interest rate

• Decision on Establishing the Methodology for Calculation of Interest Rates as the Basis for Determining Interest Rate Caps in Accordance with the Law on the Protection of Financial Service Consumers
  RS Official Gazette, No 21/2025 ^NEW
  • Methodology for Calculation of Interest Rates as the Basis for Determining Interest Rate Caps in Accordance with the Law on the Protection of Financial Service Consumers
• Decision on Terms and Method of Calculating the Effective Interest Rate and on the Layout and Content of Forms Handed out to Consumers 
  RS Official Gazette, No. 65/2011 and 62/2018
• Annex 1
• Annex 1a
• Annex 2
• Annex 3

Payment account

• Decision on the payment account with basic features
  RS Official Gazette, No. 89/2022

Electronic submission of data

• Guidelines on Electronic Submission of Data on Consumer Complaints to the National Bank of Serbia
• Annex