Notice for users of credit products about the possibility of submitting a request for approval of repayment relief

In accordance with the Decision of the National Bank of Serbia on loan repayment relief, AikBank ad Belgrade (hereinafter: AikBank) enables users of credit products who have repayment difficulties to submit a request for approval of relief, in order to ensure regular repayment of loan obligations.

1. Ways of submitting a request for the approval of benefits

Users can submit a request for approval of benefits in one of the following ways:

• in person at all AikBank branches or
• via e-mail olaksice@aikbank.rs

by completing the Request for Approval of Repayment Relief form, which can also be downloaded from the AikBank website, and submitting relevant documentation.

The user has the option to submit the Request for Approval of Repayment Relief for one or more credit services contracted with AikBank.

2. Conditions for granting benefits

The borrower has the right to submit a request for relief if, during the term of the contractual relationship, circumstances arise that place the borrower in a difficult financial situation or other significant circumstances that the borrower cannot influence and that make it difficult to repay loan obligations regularly.

Examples of such circumstances include: loss of job, significant reduction in income, serious illness or injury that results in reduced working capacity. When assessing the claim, AikBank will also take into account other relevant circumstances, such as illness or death of family members, or divorce if the spouses were co-borrowers on the loan or one of the spouses is a guarantor.

The condition for granting relief is that relief has not previously been applied to the credit product for which the application is being submitted.

The borrower only bears the actual costs, while the implementation of the benefits itself has no additional costs.

3. Types of benefits that may be granted

After assessing the relevant circumstances and approving the request, AikBank may offer users one of the following benefits:

• extension of the repayment period;
• interest rate reduction;
• deferred payment of the entire loan amount, interest, principal, permitted or unauthorized overdraft, credit card debt or certain loan installments, for a certain period;
• approval for the user not to repay the loan within a certain period, during which the Bank does not have the right to calculate regular or default interest on due obligations, but has the right to calculate the agreed regular interest on the remaining principal amount;
• partial debt repayment;
• change in the loan currency, except when the loan is indexed in dinars;
• partial debt forgiveness and consolidation;
• declaring a delay in repayment for a certain period, during which the lender does not calculate regular or default interest on the due and unpaid claim, as well as regular interest on the remaining amount of the principal, or debt;
• change of contract and approval of restructuring products that AikBank has in its regular offer for clients with difficulties in repaying credit products;
• In cases where a beneficiary has difficulty repaying a housing loan secured by a mortgage on the property in which he or she resides, there is a possibility of approving a moratorium on loan repayment for a period of at least two months, under prescribed conditions.

4. Method of making a decision upon a user's request and deadline for making it

AikBank shall make a decision on the submitted request of the user within 30 days from the date of receipt of the request. If the request is incomplete, AikBank shall contact the user to supplement the request with adequate documentation.

The client will receive written notification of AikBank's decision.

5. The right to submit a complaint to the Relief Commission

In the event that the request for approval of the benefits is rejected or there is no response within 30 days of its submission, the user has the right to file an objection with the bank's Benefits Commission within 10 days of receiving the decision to reject the request, or from the expiration of the response deadline.

A user can submit a complaint to the Benefits Commission:

• in person at any AikBank branch;
• by mail, to the address Bulevar Arsenija Čarnojevića 59A, Belgrade;
• via the Complaints form on the AikBank website www.aikbank.rs;
• by e-mail to the address prigovori@aikbank.rs ;
• via Aik eBanking and Aik mBanking solutions.

The Commission for Facilitation shall make a decision on the objection within 30 days from the date of receipt of the objection, and the user will be notified in a timely manner if the aforementioned deadline is extended, which may be extended by 15 days.