Compliants policy

Compliants policy

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COMPLAINT MANAGEMENT POLICY

We are sorry that you have a reason to write a complaint. Here we describe what the process of filing and resolving complaints looks like so that you have the most important information in one place.
 

 

WRITING COMPLAINTS

We advise you to try to find the answer in the Frequently Asked Questions menu or to come to any branch before writing a complaint. Some topics can be resolved immediately on the spot, so you don't need not wait for a response.  

How to write a complaint?
Fill out the Complaint Form (available on Croatian only), which we have prepared for faster and easier writing of complaints. We are requesting certain information in the form so that we can answer you as quickly and efficiently as possible:
- name and surname / name of the business entity (if the complaint relates to a business account)
- OIB / OIB of the business entity
- description of the situation
- additional documentation that you think is important


If your complaint relates to unauthorized transactions on RBA cards, please use this Card Complaint Form (available on Croatian only).

How to send a complaint?
Once you have completed the form, you can scan or photograph it and submit it to us through following channels:
 - by e-mail to the address: prigovori@rba.hr
 - in person at any RBA branch
 - via internet banking
- by post to the address: Raiffeisenbank Austria d.d., Complaints Management, Magazinska cesta 69, 10000 Zagreb


 

PROCEDURE FOR RESOLVING WRITTEN COMPLAINTS

 
  • Receiving complaints
    • As soon as we receive your complaint, we will forward it to the department which is competent for resolving your situation.
      If the complaint does not contain all the necessary information or documentation, we will ask you for a supplement. In that case, the legal time period for resolving the complaint will start from the moment we receive all the necessary information from you.

       

  • Sending a response
    • We will send you a reply within 10 days of receipt of your complaint.

      In certain cases, we may not be able to respond within the time limit due to reasons beyond our control. In that case, we will inform you about the reasons for delay and the deadline by which we will send you a reply. That period shall not exceed 35 days.

       

  • Storing your data
    • We will store the information about your complaint in electronic form and in accordance with the Rules of Personal Data Treatment of Raiffeisenbank Austria d.d. as follows:

      - name and surname / name of the business entity
      - OIB / OIB of the business entity
      - the content of the complaint
      - supporting documents
      - any additional documents
      - date of receipt of the complaint
      - date of reply to the complaint

 

WHAT IF YOU ARE NOT SATISFIED WITH THE RESOLUTION OF THE COMPLAINT?

If the resolution of the complaint is not as you expected, you can always ask us to reconsider it or you may forward a complaint to the Croatian National Bank at the address: Trg hrvatskih velikana 3, Zagreb.
In addition, you can initiate the procedure of alternative dispute resolution at the designated conciliation body, or alternative resolution of consumer disputes, for instance, at the Mediation Center at the Croatian Chamber of Commerce at the address: Rooseveltov trg 2, Zagreb. If the complaint relates to payment transactions, we will certainly participate in the conciliation procedure in order to find a solution that would suit both you and us. All this information complies with applicable laws.

 

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