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Podnošenje prigovora potrošača

Notice for consumers on submitting a written complaint

If the consumer deems that the Bank has failed to comply with the conditions under the contract on providing specific banking and/or financial services, the corresponding general terms or the legal provisions regulating a specific service or provision regulating consumer protection, they have the right to submit a written complaint to the Bank.

The consumer can file a written complaint as follows:

  • directly in all the branch offices/sub-offices of Privredna banka Zagreb d.d.
  • by mail at:

           Privredna banka Zagreb d.d.,

           Praćenje zadovoljstva klijenata i upravljanje prigovorima (Customer Satisfaction Office)

           Radnička cesta 44, HR-10000 Zagreb


Notice on complaint procedures, alternative solution for consumer disputes and competent authorities

If the consumer is not satisfied with the answer or solution of the Bank to their submitted complaint, he/she can inform the Croatian National Bank thereof.

If the user has objections concerning the provision of payment service, he/she can submit a complaint to the Croatian National Bank.

If the consumer is not happy with the reply or the resolution of the Bank concerning his/her submitted complaint, he/she can submit a proposal for mediation or instigate an alternative solution for national and international consumer disputes pursuant to the special regulations governing mediation or the alternative solution of consumer disputes.

If the complaint is connected to payment services, the consumer can instigate proceedings for an alternative solution of national and international domestic consumer disputes.

The proposal for an alternative solution of a consumer dispute can be submitted by the consumer to the Mediation Centre of the Croatian Chamber of Commerce 10 000 Zagreb, Rooseveltov trg 2, email: mirenje@hgk.hr (http://www.hgk.hr/centar-za-mirenje/o-centru-za-mirenje) or another authority responsible for solving consumer disputes connected to financial services, based on the information available at https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.adr.show.

In disputes that occur with the Bank as the provider of payment services, pursuant to Regulation (EU) 2015/751 and/or the Act on the implementation of regulations of the European Union in the payment system area (OG no. 50/16, 16/20), the consumer can instigate a mediation procedure before the Mediation Centre of the Croatian Chamber of Commerce or other independent mediation authorities.

If the consumer instigates the proceedings for an alternative solution of a consumer dispute, the Bank will participate in it.

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