Complaints
Are you dissatisfied with our service or product, have you noticed an error, or do you believe that your rights have been violated?
In case of dissatisfaction, it is best to first talk to our employees, who will listen to you and try to resolve the issue. If the situation is not resolved after the conversation, you can submit a written complaint in several ways.
The Easiest Way to Submit a Complaint
Online Complaint
Click on the "Online complaint" button and follow the simple steps.
Besides being the easiest way to submit a complaint, the online form will also be swiftly directed to the person responsible for resolving it. *
* If you want to attach any document or image to your complaint, please email it to us.
You can also submit a complaint:
By email
Send us your complaint by email to vasemisljenje@erstebank.hr. Please indicate in the subject line that it is a complaint.*
By mail
You can also send your complaint by mail to Erste&Steiermärkische Bank d.d., Jadranski trg 3a, 51000 Rijeka
or
Erste&Steiermärkische Bank d.d, Ivana Lučića 2, 10000 Zagreb. Please indicate that it is a complaint.
At the branch
You can also submit a written complaint to one of our employees at any of our branches, and the employee will provide a written confirmation of its receipt.
*For the security and confidentiality of your data, please send your complaint from the email address you have already provided us. In any case, we will send you a response containing confidential information about your relationship with the bank to the email address you have provided.
The complaint should include:
- Your full name
- OIB (optional, but recommended for identification and analysis of your complaint)
- Detailed description of the event/situation
- All facts and circumstances
- Relevant dates
If possible, please attach any evidence that confirms the validity of your complaint. If the description of the event or the evidence is incomplete, we will ask you to provide additional information.
The complaint is considered received when it arrives at the bank by mail, or when an online complaint or email is received.
Submitting a complaint regarding card transactions
If you have a complaint or have noticed unauthorized transactions on your Erste Bank debit card, you need to fill out and sign a form specifying the unauthorized transactions to initiate a complaint procedure. Please submit the completed and signed form for complaints regarding card transactions in person at any Erste Bank branch.
Guidelines for Submitting Complaints to Erste Group Members in Croatia
If your complaint is related to Erste Group members in Croatia, you can submit it in the following ways:
- send an email to erste-am@erste-am.hr
- send a letter to the address Ivana Lučića 2a, 10 000 Zagreb
- call 0038572 37 2900.
- submit a written complaint to an employee at any Erste Bank branch, who will provide a written confirmation of its receipt
- send an email to vasemisljenje@erstebank.hr
- Erste Bank will forward your complaint to Erste Asset Management d.o.o.
For complaints related to investment funds, you can submit your complaint to:
To Erste Asset Management d.o.o., in one of the following ways:
In Erste Bank branch,* you can submit your complaint in one of the following ways:*
* Erste Bank will forward your complaint to Erste Asset Management d.o.o.
For complaints related to mandatory and voluntary pension funds - Fund members can submit their complaints in writing, by sending a registered letter to the company's headquarters (Ivana Lučića 2a, 10000 Zagreb) or by email to info@ersteplavi.hr.
When submitting a complaint, the member must provide their full name, personal and contact information, the name of the fund they are a member of and explain the reason why they are not satisfied with the company's actions.
The complaint form is available on the company's website under the "My Personal Account" link.
You can also find contact information for submitting complaints here.
To submit a complaint, please send an email to vasemisljenje@ersteleasing.hr or a letter to Zelinska 3, 10000 Zagreb. You can find more details about submitting a complaint here.
To submit a complaint related to property appraisal, please send an email to enek-reklamacije@erstebank.hr . For other complaints, please send an email to enek-prodaja@erstebank.hr or send a letter to Erste Nekretnine d.o.o., Ivana Lučića 2, 10000 Zagreb. You can find more details about submitting a complaint here.
How is the submission of complaints regulated?
In Erste Bank, the process of submitting complaints is regulated by the Complaints Management Policy, which regulates the issues of submitting, receiving, and resolving complaints. The relevant parts of the Complaints Management Policy for clients are presented below. For any additional information, please contact us.
The procedure for submitting complaints is regulated by the General Terms and Conditions of Erste Bank, which apply to the relevant business relationship. For complaints related to investment products and services, information on submitting complaints can be found in the document "Information on Investment and Ancillary Services".
Complaints also help Erste Bank to identify opportunities to improve the quality of its services, products, and processes.
What happens after submitting a complaint?
We will notify you and confirm that we have received your complaint. The complaint is recorded in the system for recording and resolving complaints and forwarded to the competent resolver. We verify, analyse, and prepare a response to all the issues raised in your complaint.
We will make every effort to respond to your complaint as soon as possible. We resolve more than 70% of complaints within three working days, which is significantly shorter than the legally defined deadlines. In cases of more complex complaints, or when resolving involves a third party (such as another bank, sales outlet, etc.), the resolution may take longer than expected, and we ask for your understanding.
If you expect a response by email, please check your junk/spam mail, as there is a possibility that the response may end up there.
The deadline for resolving complaints starts running on the first following day after the day of receipt of the complaint, regardless of the method of receipt.
What to do if you are not satisfied with the resolution of your complaint?
You can submit a complaint again to the following address (indicating that it is a complaint):
Erste&Steiermärkische Bank d.d.
Service Quality and Complaints Management Team
Ivana Lučića 2
10000 Zagreb
or by email to OdjUprKvaUsl@erstebank.hr, and we will respond to your email address stored in the Erste Bank system or send a response by mail.
If you are not satisfied with the Bank's response or resolution to your complaint and believe that repeated contact with the Bank will not contribute to resolving the situation, you can inform the Croatian National Bank at the following address:
HRVATSKA NARODNA BANKA
Trg hrvatskih velikana 3
10000 Zagreb
Or through their website: www.hnb.hr.
If your complaint is related to investment and/or ancillary services or investment products, you can also submit it to the Croatian Financial Services Supervisory Agency (HANFA). Additionally, you have the option to initiate legal proceedings.
For complaints related to insurance products, you can also submit a petition to the Croatian Financial Services Supervisory Agency or contact the Mediation Center at the Croatian Chamber of Economy, Zagreb, Rooseveltov trg 2, as the body responsible for out-of-court settlement of complaints and disputes.
Also, if as a consumer, you are not satisfied with the final resolution of the complaint and believe that repeated contact with the Bank will not contribute to resolving the situation, depending on the case, you can direct your complaint to the following bodies:
- For complaints related to payment services, you can contact the Mediation Center at the Croatian Chamber of Economy, Zagreb, Rooseveltov trg 2, as the body responsible for alternative dispute resolution for consumers, and the Bank is obliged to participate in the alternative dispute resolution process initiated by the consumer before the said body. Proceedings before the said bodies do not have to result in a binding decision for the parties.
- Complaints related to investment and/or ancillary services of the Bank and/or investment products can also be directed to the alternative dispute resolution body - the Mediation Center at the Croatian Chamber of Economy.
- In other areas of the Bank's business with consumers, including consumer housing loans, you can contact the Mediation Center at the Croatian Chamber of Economy or contact FIN-NET (a network for resolving financial disputes) and request information on the appropriate bodies in the country where you reside. This information is not binding for the Bank nor does it constitute the Bank's consent regarding the method and bodies for peaceful or alternative dispute resolution. Proceedings before the said bodies do not have to result in a binding decision for the parties.