The Bank has established complaint-handling unit where you will be able to address your complaints. Addressing complaints can be done in three official languages in the Republic of Kosovo via the following channels
a) Banka Ekonomike, JSC, Mother Teresa Square, Prishtina, Complaint Handling Unit;
b) Through email address [email protected],
c) Personally by visiting one of the branches of Banka Ekonomike JSC,
d) Through the complaint boxes which are located in all branches of the Bank;
e) By calling the phone numbers 038/500500 and/or 049/733322
The complaint will be reviewed within 15 days from the date of its receipt, whereas for more complex cases this deadline may be extended to 30 days from the date of receipt. In case of postponing the deadline for review by the Bank, the Client will be notified about this postponement. In case the Bank needs additional documentation or information, the Client will be instructed about the time and submission of the required documentation or information.
The answer to the complaint is free of charge and will be given in writing, either electronically or through telephone, depending on the Client’s choice. The answer will be prepared in one of the official languages in Kosovo, depending on the language in which is concluded the product agreement.
If the Client is not satisfied with the response to the complaint, he or she will be directed to address the complaint to the Central Bank of Kosovo (CBK), courts or other relevant complaint resolution institutions.
During the complaint review process, the Bank will comply with the provisions of the CBK Regulation on internal complaints handling process.
