Head Office ProCredit Bank (Bulgaria) EAD
26, Todor Aleksandrov Blvd. 1303, Sofia
Email:
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.
Instructions for Submitting Complaints
These instructions aim to inform you about the process of submitting complaints related to potential technological and/or human errors when using the services provided by the Bank.
What is a Complaint?
A complaint is an expression of dissatisfaction regarding the services provided by the Bank.
It will be accepted and processed when initiated by a client, an authorized representative, or a beneficiary and is based on factual information. It is recommended that the complaint be clearly and specifically described. Unsubstantiated complaints will not be considered.
How to Submit a Complaint?
You can submit a complaint in Bulgarian or English via:
Email: contact@procreditbank.bg
Mail: Send a written complaint to:
ProCredit Bank (Bulgaria) EAD – Central Office
26 Todor Alexandrov Blvd.
Sofia 1303, Bulgaria
Phone Contact Center:
*7000
0700 1 70 70
+359 700 1 70 70 (for calls from abroad)
Bank Branch: Fill out a complaint form at any Bank office.
Response Time
To ensure timely resolution, it is recommended that complaints be submitted as soon as possible.
The Bank will respond within 15 (fifteen) business days from the next business day following the complaint submission. If a complaint is received on a non-working day, it will be considered received on the first working day thereafter.
If additional time is required to process the complaint, the Bank will officially inform you via letter or phone, stating the reason for the delay and the expected response time.
How Will You Receive a Response?
The Bank will respond via the communication channel through which the complaint was received. If you prefer another method, please specify it when submitting your complaint.
Additional Information
If the Bank's response does not satisfy you, you may refer the dispute for review to:
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
Bulgarian National Bank
Address: 1 Knyaz Alexander I Sq., Sofia 1000, Bulgaria
Phone: +359 2 914 59
Email: press_office@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
If your inquiry, comment, report, or complaint does not contain identifying information, it may not be processed correctly, which could prevent the Bank from providing a response.
The Bank processes personal data in compliance with data protection laws and does not disclose it to third parties, except when exercising its legal rights or fulfilling legal obligations. The right to access and correct personal data can be exercised by submitting a request at a Bank office.
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.
Provides information about all services of ProCredit Bank
Assists with working with ProB@nking – the online banking system of ProCredit Bank
Blocks a stolen or lost debit or credit card issued by ProCredit Bank.
| Phone number | Service operator | Price |
|---|---|---|
| 0 700 170 70 | A1 | According to the relevant tariff plan of the subscriber |
| Yettel | According to the relevant tariff plan of the subscriber | |
| Vivacom | According to the relevant tariff plan of the subscriber | |
| *7000 | A1, Vivacom and Yettel | According to the relevant tariff plan of the subscriber for calls within their service operator. |
| Phone number | Service operator | Price |
|---|---|---|
| Phone number 0 700 170 70 | Service operator A1 | Price According to the relevant tariff plan of the subscriber |
| Phone number 0 700 170 70 | Service operator Yettel | Price According to the relevant tariff plan of the subscriber |
| Phone number 0 700 170 70 | Service operator Vivacom | Price According to the relevant tariff plan of the subscriber |
| Phone number *7000 | Service operator A1, Vivacom and Yettel | Price According to the relevant tariff plan of the subscriber for calls within their service operator. |
*7000 is valid only for calls within Bulgaria.
Access to the Contact Center from abroad can be made by dialing the international code for Bulgaria +359, followed by 700 1 70 70 or 2 813 5100.
