We are pleased that you have chosen UniCredit Bank Czech Republic and Slovakia, a.s. to manage your personal or corporate finance. We would like to know your opinions and comments, which help us constantly improve the services we offer to you.
We are happy to receive your opinions and complaints:
- in person at any point of sale, however, ideally at the branch where your account is held. Any employee of the bank can receive your complaint, ideally your personal banker. An employee of the branch provides you with all the necessary information about handling a complaint. The employee will inform you how the bank will act when handling a complaint or when the bank replies you, how you can inquire about the progress of handling your complaint and what your other options are.
- by correspondence at:
- UniCredit Bank Czech Republic and Slovakia, a.s., pobočka zahraničnej banky
Reklamácie
Šancová 1/A
831 33 Bratislava
- by email - send your complaints at reklamacie@unicreditgroup.sk - however, in such cases, the authenticity of the signature (or the scope of entitlement) cannot be verified, therefore, the content of the information the bank is entitled to provide in such a case is determined by generally binding legal standards
- on www.unicreditbank.sk, Form to file a complaint
- by phone at Infoline +421 2 6920 2090
Complaints could be resolved faster if accompanied by relevant information required for handling thereof:
- your identification data
- the subject-matter of filing the complaint (a brief description of the content of the complaint, also containing information material for resolution of the relevant complaint)
- documents or attachments (e.g. a copy of a bank account statement etc.)
- the date of filing the complaint
- your contact address to send our reply or an email address or phone number
The bank informs the client of the result of the complaints procedure in writing or by email, specifying the grounds of the decision.
In the case of alternative dispute resolution, you can contact the Institute of Alternative Dispute Resolution of the Slovak Bank Association (www.institutars.sk) or, for contracts concluded online, the platform Dispute resolution online | European Commission (europa.eu).
Dear Clients,
Should you wish to file a complaint about a payment card transaction in which you ordered a service that was not provided or goods that were not delivered to you because of the current pandemic situation, or your order was cancelled, etc., your complaint can only be filed after you have contacted the point of sale that was supposed to provide the service or goods.
This can, for example, lead to a mutual agreement between you and the point of sale resulting in the postponement or cancellation of the deadline for the provision of the service or delivery of the goods. It is therefore very important that, should you file a complaint, we receive information / confirmation from the point of sale that the goods or service you purchased will not be provided by the point of sale or that the deadline has been postponed. Furthermore, if the reservation was related to a booked trip, it is also necessary to determine whether this payment is covered by the travel agency’s insurance and if so, such an insurance policy must be activated by you. If the point of sale does not respond to your inquiries, please send us proof that you have tried to communicate directly with the point of sale, such as an e-mail sent by you.
Complaints are governed by the rules of the companies issuing the payment cards, which specify when and how complaints can be filed about such card transactions.
Thank you for your understanding.
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