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, complaints 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 branches of the Bank. In most cases, in this way the situation at issue can be resolved quickly and easily to the mutual satisfaction.

If the explanation you received verbally from employees of the Bank is not in line with your expectations or the communication is not appropriate for you, please send us a written complaint. The complaint should include at least:

• Personal information of the client
• Detailed description of the event/situation or circumstances that have caused dissatisfaction, and which are the subject of the complaint, as well as evidence that the complaint has merit
• 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: https://ec.europa.eu/consumers/odr/main. 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