Submitting a complaint / report of misuse of payment instruments
This form is used to submit written complaints in accordance with the regulations, which relate to non-compliance with the provisions of contracts concluded with the Bank, applicable regulations, internal acts of the Bank, standards in banking operations and good business practices, including reporting the misuse of payment instruments (payment cards and electronic and mobile banking services - e/mBanking).
The complaint you submit must contain your basic identification data, as well as data on the contractual relationship with the Bank. It is possible to report misuse of payment instruments (payment cards and e/mBanking) through a complaint.
In case the complaint relates to misuse of a payment card, you need to fill out a Complaint Statement which must be attached to the complaint. In the Complaint Statement, please provide all relevant details regarding the transaction or event to which the complaint relates.
For more information see:
Notice on how to submit a complaint_INDIVIDUALS, ENTREPRENEURS AND FARMERS
How to report misuse of payment instruments
For urgent reporting of payment card or e/mBanking abuse, we recommend the following channels:
- The Bank's contact center 0800 101015, available 24/7
- Sending an e-mail message to the Bank's Contact Center email address kontakt.centar@aikbank.rs
- Submitting an application through Objections
- Personal visit to the nearest AikBank branch
Note : In case of emergency cases of misuse, we recommend that you contact the Contact Center immediately, so that measures can be taken to protect your account/payment card.
Ways to file a complaint
Presentation of the complaint submission process
1
Enter your information so we can better understand your request
This information helps our team understand the nature of your complaint and enables faster and more accurate processing.
2
Our team immediately starts analyzing the complaint
We carefully consider all circumstances and available information to determine the cause of the problem and find the most appropriate solution
3
We are preparing a detailed response.
When the analysis is finished, we prepare a response based on the collected facts and relevant regulations
4
You receive a clear explanation and solution to your complaint.
We strive to make communication simple and understandable, and the solution practical and applicable.
What must the complaint contain?
The complaint must contain user data from which the relationship with the Bank can be undoubtedly determined, as well as the reason for filing the complaint. The complaint should contain:
- your first and last name/company name
- address of residence/headquarters
- contact information (e-mail, phone number)
- JMBG/MB
- a detailed description of the complaint (facts and circumstances, as well as relevant dates) - if possible, attach evidence that confirms the above with the complaint
In case the complaint is incomplete/incomprehensible, the Bank will inform you to complete the complaint
What happens after you file a complaint?
After we receive your complaint, you will receive a confirmation email. The complaint will be recorded and forwarded to the relevant organizational unit for analysis. Your allegations will be thoroughly reviewed and verified, and we will then prepare a response within 15 days at the latest.
Exceptionally, if the Bank, for reasons beyond its control, cannot provide a response within the regulatory deadline, the deadline may be extended by a maximum of 15 days, of which the Bank is obliged to notify you in writing within 15 days of receiving the complaint.
Is there a fee to file a complaint?
The Bank does not charge a fee or any costs for processing a complaint.