We, being your trusted partner, aim at full transparency, accessibility, provision of information, understandable for you and high quality of products and rendered services! What is important to us is not only what we did while servicing you, but also how we made you feel! Your opinion, recommendation and feedback are of exceptional value to us! Thank you for helping us be better!

• Alert handling

The feedback, submitted by you will be reviewed in detail by a team of specialists„Customer Feedback and Complaints&ldquo. You will receive an automated feedback from us that your case is being considered the moment it is received at the Bank.

•  Response time

We do understand that dissatisfaction is a rather unpleasant feeling and hence will do everything possible to respond ASAP.  In all cases our response will be provided within the legally stipulated deadlines.

• Objections and disputes

Should we for any reason whatsoever fail to respond to your alert up to your expectations, you can refer the dispute to a higher instance, namely the Commission for Consumer Protection, the Conciliation Commission on Payment Disputes, the Financial Supervision Commission, the Bulgarian National Bank etc.

Should your domicile be another EU member state, you could contact the FIN-Net network for extra judicial settlement of cross-border financial disputes between users and providers of payment services, in order to obtain the contact details of the respective extra judicial dispute settlement body in your country.