All banks in Serbia need to enable their clients to file complains through their websites and clearly display a notification containing information about the procedure of the protection of users' rights as of today, Monday, February 11, the National Bank of Serbia (NBS) told Tanjug.
On January 10, 2019, the NBS adopted the Decision on the Bank Procedure for Complaints by Users of Financial Services and the Decision on the Bank Procedure for Complaints by Legal Persons, which come into effect on February 11.
Also, if the agreement is signed by using the mobile banking service, through a mobile phone, banks and other financial institutions oblige to enable the filing of complaints the same way, through mobile apps.
– The institutions will need to issue a confirmation of receipt of the complaint in every individual case, instead at the explicit request of the complainant, as was the case until now – the NBS explains.
This facilitates clients to prove that they have filed a complaint in case they decide to continue the procedure by filing a complaint to the NBS or a court.
The NBS adds that the filing of a complaint has been facilitated for corporate and retail clients, as there are now precise instructions on what a complaint to the Central Bank should contain.