Complaints, suggestions, compliments

Client and site visitor's satisfaction is our goal and the reason for a continuous improvement of the quality of services we provide. Your suggestions and compliments are a valuable contribution to achieving an even more successful cooperation, and we thank you for that.

If you think that the Bank's procedures or treatment have adversely affected your business relationship, we suggest that you first try to resolve the event/situation at issue verbally, directly with employees in the Bank. In most cases, in this way the situation at issue can be resolved quickly and easily to the mutual satisfaction.

The Bank does not treat such verbal communication of the client as written complaint within the meaning of this Policy and does not apply to it the corresponding provisions on the submitting, receiving and resolving and registering the written complaints.

If it is not possible to resolve the disputed situation in the verbal communication with the employees of the Bank, or if you do not want to address the employees verbally, you may submit to the Bank the written complaint as set out by the Clients Complaints Management Policy. The written complaint should include at least:

  • Personal information of the client
  • Detailed description of the event/situation or circumstances which caused dissatisfaction, and represents the subject matter of the complaint and it is recommendable to enclose the copies of documents proving the statements indicated in the complaint, if they are available
  • the address for delivering a response
  • When submitting a complaint, it is advisable to provide your OIB (personal identification number) or Bank account number or date of birth.

The Bank shall respond to a complaint within 15 (fifteen) days from the receipt of the complaint, unless a different time limit applies to complaints concerning a particular service. If the complaint does not include all the necessary information, the complainant will be asked to supplement it.

A consumer who has entered into an online sale or service contract with the Bank has the right, for the purpose of extrajudicial alternative dispute resolution, file his/her complaint via the Online Dispute Resolution Platform (the ODR Platform). The ODR Platform is available via the following link: The ODR Platform is not a tool for resolving consumer complaints - it only forwards complaints received from consumers to an appropriate alternative dispute resolution body.

Choose the most adequate address to send us your suggestions, complaints and compliments!

Customer Complaint Management Policy of Zagrebačka banka

Information regarding data processing - resolution of complaints

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