Complaint

A Complaint may be filed by:

• A user of financial services within the meaning of the Decision on the procedure for the complaint and objection by a user of financial services, i.e. a natural person who uses or has used financial services or has contacted the Bank for the purpose of using financial services or intends to use financial services for purposes that are not intended for their business or other commercial activity, an entrepreneur (except for an entrepreneur in the capacity of or in connection with the capacity of a representative of a payment service provider or a person to whom the Bank,  as a service provider outsourced the activity of providing payment services), a farmer, a provider of collateral, and a legal entity as a user of payment services or a holder of electronic money within the meaning of the law governing payment services (except for a legal entity in the capacity of or in connection with the capacity of a representative of the payment service provider or a person to whom the bank, as a service provider, has outsourced the activity of providing payment services) (hereinafter:  the User).
• Client that is a legal entity within the meaning of the Decision on the Complaint by a legal entity and the bank's action regarding that complaint, i.e. a legal entity that uses the services provided by the Bank on the basis of a loan agreement, a deposit agreement, a safe deposit agreement and a contract relating to foreign exchange, foreign exchange and exchange operations, contracts on the issuance of guarantees, B/E guarantees and other forms of guarantee (guarantee business),  as well as other services provided by the Bank in accordance with the law, with the exception of payment services within the meaning of the law governing payment services (hereinafter: the Client)

The Bank does not charge the complainant a fee or any other costs for processing the complaint.

In addition to the Complaint submitted via an attorney, a special power of attorney shall be submitted by which the User/legal representative of the Client authorizes the attorney to file a complaint for and on behalf of the User/Client against the Bank’s and to undertake actions in the procedure regarding that complaint, by which they gives permission to make available to that attorney the data relating to the User/Client,  which constitute banking secrecy within the meaning of the law governing banks, i.e. business secrets within the meaning of the law governing payment services.

The User/Client may submit a complaint in writing, in the following manner:

• By sending a complaint by mail to the following address: NLB Komercijalna banka AD Beograd, Bulevar Mihajla Pupina 165 V, 11070 New Belgrade
• By sending a complaint to the e-mail: prigovori@nlbkb.rs
• By delivering the complaint to the clerk at the Bank's business premises
• By filling out the online complaint form on the website of the Bank of www.nlbkb.rs
• Through an electronic or mobile banking application, if the complaint relates to services provided by the Bank or provided through these services
• By using the means of remote communication used to conclude the contract to which the complaint relates (internet, e-mail, post and verbally by telephone)

It is necessary that the complaint contains data that enable the identification of the User/Client (name and surname, telephone number, address/e-mail, or for entrepreneurs and legal entities, business name, telephone number and address/e-mail), the reasons for filing the complaint, as well as the data from which the relationship with the Bank which the complaint relates to can undoubtedly be determined (contract number and title,  account number, etc.).

In the event of a complaint, the Bank will process your personal data for the purpose of acting on the complaint under the Law on the Protection of Financial Service Users.

The user has the right to complain within 3 (three) years from the date on which the violation of their right or legal interest was committed.

The Client has the right to object within 60 (sixty) days from the day on which they learned that the violation of their right or legal interest was committed, and no later than within 3 (three) years from the day on which the violation was committed.

If the User/Client submits a Complaint after the expiry of the specified period, the Bank is obliged to immediately inform the User that the complaint was filed after the expiry of the prescribed deadline, which is why it is not obliged to consider the complaint.

The Bank is obliged to submit a response to the complaint to the User/Client no later than 15 (fifteen) days from the date of receipt of the complaint. If the Bank, for reasons that do not depend on its will, cannot submit a response within the specified period, that deadline may be extended for a maximum of 15 (fifteen) days, of which the Bank will notify the User/Client in writing within 15 (fifteen) days from the date of receipt of the complaint.

The Bank is obliged to clearly and comprehensibly state in the notification the reasons why it could not submit a response within 15 (fifteen) days from the date of receipt of the complaint, as well as the deadline within which the response will be delivered to the User/Client.

The response to the complaint should be complete, clear and understandable to the User/Client, refer to the subject of the complaint and contain an assessment of how justified the complaint is. If the Bank assesses that the complaint is justified, it will inform the User/Client whether the reasons which caused the complaint to be filed have been eliminated, i.e. the deadline for their elimination and the measures that will be taken to eliminate them.

The response to the complaint shall be submitted in writing, by post or in the form of an electronic document, by e-mail or in another appropriate electronic form if the User/Client has submitted the complaint via the Bank's website, by e-mail or in another appropriate electronic form or if the User/Client has expressly agreed with this method of delivery in electronic form. The Bank may submit a response to the complaint by mail and in the form of a printed copy of an electronic document (a copy of an electronic document on paper), and upon receipt of such a document, the User/Client has the right to request that the original copy of the electronic document or its certified copy be delivered to them in accordance with the law governing an electronic document.

If the client is not satisfied with the response to the complaint or the response is not delivered within the stipulated deadlines, the disputed relationship between the User and the Bank can be resolved in an out-of-court procedure - mediation procedure.

The proposal for mediation shall be submitted to the National Bank of Serbia, in writing - on the homepage of the National Bank of Serbia, in the section Complaint on the conduct of financial service providers / Proposal for mediation (www.nbs.rs opens in a new tab), or by mail, to the following address: National Bank of Serbia, Department for the Protection of Financial Service Users, post code 712, 11000 Belgrade. The proposal must also contain a deadline for its acceptance, which may not be shorter than five or longer than fifteen days from the date of submission of the proposal to the other party to the dispute. The mediation procedure before the National Bank of Serbia is initiated by concluding an agreement on joining the mediation, by which the parties to the dispute and the National Bank of Serbia confirm the selection of the mediator, regulate mutual rights and obligations in accordance with the principles of mediation, and regulate other issues of importance for the implementation of mediation.

Once the mediation procedure has been initiated, the User may not file a complaint, unless this procedure is terminated by closure or withdrawal. The mediation procedure before the National Bank of Serbia is confidential, urgent and free of charge for the parties to the procedure, and any costs that may arise in this procedure shall be borne by the parties themselves (travel, accommodation, etc.).

If a user is dissatisfied with the response to the complaint or if the response has not been delivered to the user within the stipulated legal deadlines, a user who has previously filed a complaint has the right to file a grievance with the National Bank of Serbia before initiating a court case, in writing – on the homepage of the National Bank of Serbia, in the section Grievance about the conduct of a financial service provider / Proposal for mediation (www.nbs.rs),  or by mail, to the following address: National Bank of Serbia, Department for the Protection of Financial Service Users, Poštanski fah 712, 11000 Belgrade.

The National Bank of Serbia conducts the grievance procedure free of charge, and any costs that may arise in such proceedings shall be borne by each party, regardless of the outcome of the procedure.

A client (a legal entity that uses the services provided by the Bank on the basis of a loan agreement, a deposit agreement, a safe deposit agreement and a contract relating to foreign exchange, foreign exchange and exchange operations, agreements on the issuance of guarantees, B/E guarantees and other forms of guarantees, as well as other services provided by the Bank in accordance with the law, with the exception of payment services within the meaning of the law governing payment services) does not have the right to file a complaint with the National Bank of Serbia, nor a proposal for mediation.

The deadline for filing a grievance is 6 (six) months from the date of receipt of the Bank's response to the complaint or from the expiry of the deadline for its submission.