File a complaint against financial services provider or mediation proposal

If you want to file a complaint against a bank, financial lessor, payment service provider or e-money issuer (Serbian version only) click here.

If you want to file a complaint against an insurance services provider or VPF management company (Serbian version only) click here.

If you want to submit additional documents or comments upon NBS request in the complaints procedure (Serbian version only) click here.

If you want to file a mediation proposal – (Serbian version only) click here.

Steps in the procedure for protecting the rights and interests of financial services consumers

1. The consumer files a complaint with the financial service provider;
2. The financial service provider replies to the complaint within 15 days (or 30 days in case of a VPF management company);
3. If the consumer is dissatisfied with the service provider’s reply or if the reply was not sent within the prescribed timeframe, the consumer may file a complaint with the NBS and/or a mediation proposal;
4. The NBS asks the service provider to comment on the allegations from the complaint and/or state its position on the mediation proposal;
5. The NBS informs the consumer of the findings in relation to the complaint no later than three months following the day of its receipt and/or implements an urgent and confidential mediation procedure.

The NBS complaint procedure/mediation procedure is free of charge.

Examples (Serbian version only):

• Consumer complaint against a bank filed to the NBS (Note: all other complaints are completed in a similar way – by selecting the relevant template, depending on the type of the service provider)
• Notification on findings in relation to the complaint (in case of complaint against a bank) sent by the NBS to the consumer
• Mediation proposal (when filed by the consumer).