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.

Other Documents

• Rules of Complaints valid from 1st September 2023
• Protocol of claim to payment cart transaction

Account Switching

If you have decided to change your bank, we can help you switch your standing orders, direct debit approvals and account balance from your former bank to ours.  If you so wish, we will inform all service providers for whose services you pay using direct debit (creditors) or payers of recurring payments to your account about the change of your account.

Submission of the Application to switch account at any branch of our bank is a necessary action to commence the account switching process, subject to already having a current account or service package opened in our bank. Branch employees will be happy to help you filling in your application. In order to obtain correct data to inform the creditors, we recommend you have the mandate contracts signed with the creditors or at least an account statement from your former bank with you when submitting the application.

Information about account switching is also available on the website of the Slovak Banking Association.

Notification of information associated with the personal data processing in the information system of UniCredit Bank Czech Republic and Slovakia, a.s., pobočka zahraničnej banky:

• Information on the personal data processing in UniCredit Bank Czech Republic and Slovakia, a.s., pobočka zahraničnej banky
  
• Information on the personal data processing in the common register of banking information and on the cooperation in the exchange of information processed in the common register of banking information and in the non-banking client information register

Deposits of clients of UniCredit Bank Czech Republic and Slovakia, a.s., pobočka zahraničnej banky, Bratislava, are protected (insured) in line with the relevant provisions of Czech Act No. 21/1992 on banks as amended. The entity providing for insurance of receivables from deposits in UniCredit Bank Czech Republic and Slovakia, a.s., pobočka zahraničnej banky, and supervises the payment of compensations in the event of insolvency or bankruptcy of the bank is the Financial Market Guarantee System (www.garancnisystem.cz)

Here is an overview of detailed information about the system of insurance of receivables from deposits for clients.

FATCA (Foreign Account Tax Compliance Act) is an American legislation to prevent tax evasion of US citizens. The Slovak Republic has committed itself by Intergovernmental Agreement (IGA) and Act no. 359/2015 Coll. to cooperate with the USA in this matter. Slovak financial institutions including UniCredit Bank have to identify US individuals and entities and report them to the Tax Authority.

PDF (81 kb)

THE NEW CRS REGULATION

CRS or the Common Reporting Standard is a global initiative created by the OECD (Organisation for Economic Co-operation and Development), which is partially based on the US FATCA or the Foreign Account Tax Compliance Act. Around 100 jurisdictions have already committed to automatically exchanging information about financial accounts under the CRS regime, aiming at preventing tax evasions. By means of a multilateral agreement and Act No. 359/2015 Coll., the Slovak Republic has committed to cooperate with other participating jurisdictions in this regard. Slovak financial institutions, including UniCredit Bank, are obliged to identify tax residencies of individuals and entities from among their clients and report them to tax authorities.

Documents to download:

• DEFINITIONS OF THE TYPES OF ENTITIES AND OTHER TERMS LISTED IN THE SELF-CERTIFICATION OF TAX RESIDENCY FOR LEGAL PERSONS
• SELF-CERTIFICATION OF TAX RESIDENCY FOR INDIVIDUALS
• SELF-CERTIFICATION OF TAX RESIDENCY FOR ENTITIES
• FAQ
• LIST OF COUNTRIES

• APPROVED INTRA-GROUP EXEMPTIONS FROM REGULATION (EU) NO. 648/2012 (“MARGIN RTS”) ART. 11 (6)

On 1 January 2021, the United Kingdom (UK) is leaving the European single market, the customs union and the single EU regulatory framework and will no longer be considered a European Economic Area (EEA) country.

The UK remains part of the SEPA and, therefore, we will continue to provide SEPA payment services for the UK, however, under changed conditions.

From 1 January 2021, SEPA payments to/from the UK will be charged as SEPA credit transfers outside the EEA – in the same ways as cross-border credit transfers are charged now. Fees for cross-border credit transfers to/from the UK remain unchanged.

The time limits for the execution of SEPAT payments to the UK will change as well. Standard SEPA payments will be executed by the Bank with the D+2 value, i. e. the funds will be sent to the beneficiary’s bank account on the second working day after the due date. The possibility of making an urgent SEPA payment remains.

In the light of the general tightening of the foreign payment system rules, we would like to ask you to consistently state the full name of the beneficiary’s account. Incomplete name of the beneficiary may result in late payment or even non-payment.

Model form of withdrawal from a distance contract

Information on the distance contract