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Customer Care
Banka Ekonomike is committed to providing quality, fast and courtesy services at all times to all our clients and for this purpose it has established Customer Care Unit to ensure efficient handling of your suggestions.
 
Fast handling of suggestions and improvement of processes is essential to maintain a competitive business and have satisfied customers.
Guidelines for submission of complaints

This guideline is intended to inform you about the possibility of submitting your complaints addressed to the bank, related to any technical failure or human error during the use of financial products and services. Submitted complain will undergo the complaints handling process only if submitted by the client himself as an account holder and if based on facts. In order for your complaint to be processed, you are advised to be as specific as possible and the complaint be based on facts.
Channels for submitting complaints
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.
Time lines for handling complains
Guidelines on submission of your complaint 
 
Channels for submission of complaints 
 
Timelines for handling complains. The bank advises you to submit your complaint as soon as possible once you consider you have arguments for complaint, the bank suggests you to submit your complain in the shortest timeline. After receipt of your complaint the bank shall notify you about the receipt of complaint and it will respond to you within 15 calendar days from the date of confirmation of receipt of complaint. You will receive the response from the bank through the same communication channel as the complaint was submitted, but if you prefer to receive the response by any other channels, than the bank will respond to you in that way
Complaint reference number
After the receipt of complaint, the bank shall confirm complaint receipt and notify you regarding unique number of your complaint which serves as
 
complaint reference number.
 
In case you need additional information  regarding  the submitted complaint than this number shall serve as reference.