Do you have questions about ProCredit Bank's products and services?
Our experts at the Contact Center are available to assist you from Monday to Friday between 07:30 and 20:30, and on Saturday and Sunday from 09:00 to 17:00. The service is available in both Bulgarian and English.
If necessary, you can block your card at any time using your Online Banking or the automated services of the Contact Center.
Head Office ProCredit Bank (Bulgaria) EAD
26, Todor Aleksandrov Blvd. 1303, Sofia
email: contact@procreditbank.bg
In this regard, if you have any questions or would like to make a comment, please do not hesitate to contact us via mail, email, phone, or by visiting a bank office that is convenient for you.
The provided contact details can also be used to submit a report/complaint. Every report/complaint is reviewed objectively by the bank within 15 business days. A response will be sent within the specified timeframe via email or through the method explicitly indicated by you.
These Guidelines are intended to inform you about the process for submitting and reviewing complaints concerning the payment services provided by the Bank, including how decisions are made on such complaints and the options for referring disputes to the competent authorities.
What is a Complaint?
A complaint is an expression of dissatisfaction on your part when using services provided by the Bank.
The complaint will be accepted and reviewed if it is submitted by a customer, an authorised representative or another person with a legal interest and contains sufficient information to identify the complainant.
The complaint must contain:
Where necessary, we will contact you to obtain additional information and documents required to clarify the facts.
Please note that if your enquiry, comment, report or complaint does not contain sufficient information to identify you, it may not be processed correctly, which may prevent us from providing a response.
How to Submit a Complaint?
The complaint may be submitted in Bulgarian, English or Greek through any of the following channels:
Within what period will you receive a response?
If an event gives rise to a complaint, you are advised to submit it promptly. The Bank will decide on each complaint received under the Payment Services and Payment Systems Act and will notify you of its decision in writing, on paper or electronically, within 15 (fifteen) business days of receiving the complaint. If a complaint is received on a day when the Bank is closed, it will be deemed received on the first business day following that day.
By way of exception, where the Bank is unable to decide within this period for reasons beyond its control, it will send you a response clearly stating the reasons for the delay and the deadline by which you will receive the decision on the complaint. In all cases, the period for receiving a decision may not exceed 35 (thirty-five) business days from receipt of the complaint.
Complaints under the Consumer Credit Act and the Consumer Real Estate Credit Act are reviewed within 30 calendar days.
How will the response be received?
You will receive the Bank’s response in writing, on paper or electronically. If you prefer a specific permitted channel for receiving the response, you should indicate this when submitting the complaint.
Additional Information
Where a complaint is found to be justified, the Bank takes the necessary action to remedy the identified non-compliance and resolve the case in accordance with the applicable legislation and the Bank’s internal rules.
If the Bank does not issue a decision within the prescribed time limits or if you are not satisfied with the response provided, the dispute may be referred to the Conciliation Commission for Payment Disputes. If the complaint concerns a consumer credit agreement or credit governed by the Consumer Real Estate Credit Act, the complainant may refer the matter to the Sectoral Conciliation Commission for Disputes Relating to Consumer and Mortgage Lending within the Consumer Protection Commission. In addition, depending on the subject matter of the case, you may also contact the Bulgarian National Bank or the Ombudsman of the Republic of Bulgaria.
Conciliation Commission for Payment Disputes
Address: 1 Vrabcha St., Floor 3, 4, and 5, Sofia 1000, Bulgaria
Phone: +359 2 9330565
Fax: +359 2 9884218
Email: info@kzp.bg; website: www.kzp.bg.
Sectoral Conciliation Commission for Disputes in the Field of Financial Services
This includes distance financial services relating to consumer and mortgage lending within the Consumer Protection Commission.
Address: 1 Vrabcha St., floor 4, 1000 Sofia
Phone: +359 2 933 05 65; +359 2 933 06 03
Email: info@kzp.bg; website: www.kzp.bg.
Bulgarian National Bank
Address: 1 Knyaz Alexander I Sq., Sofia 1000, Bulgaria
Phone: +359 2 914 59
Email: BNB-Delovodstvo@bnbank.org
Ombudsman of the Republic of Bulgaria
Address: 22 Georg Washington St., Sofia 1202, Bulgaria
Phone: +359 2 81 06 955
Email: priemna@ombudsman.bg
The Bank processes personal data in compliance with the requirements of the Personal Data Protection Act and does not disclose such data to third parties, except when exercising its lawful rights and/or fulfilling its statutory obligations. The right of access to personal data, including the right to rectification, may be exercised in accordance with the procedure set out in the Personal Data Privacy Policy of ProCredit Bank (Bulgaria) EAD.
