For calls from the telephone network Tel. 0700 700 500
For calls from abroad and from the mobile network Mob. + 381(0)21/4876-888

Complaints

Quality policy

Visiting our website for all your compliments, suggestions and comments, provides an opportunity to easily tell us your opinion about our services and products.

In addition to giving us the opportunity to raise the quality of our services and offers with your interest and comments, we also have the opportunity to jointly resolve all problems and correct any difficulties you may have encountered as soon as possible.

Our goal is to provide you with active assistance in understanding financial services and their use, as well as support in protection of your rights. We do all this with the wish and effort to adjust our business and quality standards to your needs.

You can call us regarding your suggestions and objections on the telephone numbers of the Contact Centre: 0700 700 500 for calls from the fixed telephony network, or to + 381 (0) 21 / 4876-888 for calls from mobile phones and from abroad.

or in writing:

  • To e-mail addresses: info@creditagricole.rs or prigovori@creditagricole.rs

* If you have a registered e-mail address for communication with the bank, the answer will be sent to you automatically. In order to communicate faster and easier and receive notifications, you can register and / or update your e-mail address for communication with the bank and receive notifications by submitting a request to your preferred CAS branch.

  • You can submit a written complaint in any branch of the Bank, filling in the Complaint Form or send it by mail to the Complaints Management Department at the address: Crédit Agricole Srbija a.d. Novi Sad, Milentija Popovica 5a, 11070 New Belgrade.

 

Details on how to deal with complaints can be found here:

The answer to the complaint will be delivered to you, as provided by law, Article 43, within 15 days from the date of receipt of your complaint, or within additional 15 days from the deadline, if in the process of preparing a response there are clear and reasonable reasons for extension or conditions that the Bank has no control over, about which you will be notified in writing.

If you are not satisfied with the response to the complaint and the decision of the Bank, you can claim your right by submitting a complaint to the National Bank of Serbia within 3 months (legal entity) or 6 months (financial services user), from the date of receipt of response or expiration of the response period. in writing - by filling in the complaint form on the home page of the website of the National Bank of Serbia, which can be accessed by clicking on the text Submit a complaint / objection to the work of financial service providers, or by mail, to: National Bank of Serbia, Financial Services Protection Sector, Nemanjina 17, 11000 Belgrade or PO Box 712, 11000 Belgrade.

We hope that our commitment, as well as your participation and cooperation, will contribute to building mutual trust and mutual satisfaction.

Complaints and your opinion regarding the contracted insurance policies for Wiener Städtische Osiguranje - a partner of Crédit Agricole banka Srbija and AXA Osiguranje, and after it was merged with Wiener Städtische Osiguranje as a long-term partner of the bank, can be submitted to the addresses listed on the website: www.axa. rs I www.wiener.co.rs.

Information and communication based on complaints CA LEASING SERBIA, can be sent to the addresses: Milentija Popovića 5A, 11070 Belgrade and according to the instructions for communication published on the external website: www.ca-leasing.rs.

Notice on filing of complaints

The manner of filing complaints, the Bank's actions based on the received complaints of financial services users and clients, as well as the possibility of filing a complaint with the National Bank of Serbia are defined in accordance with the Law on Protection of Financial Services Users (Official Gazette of RS, No. 36/2011 and 139/2014). ,,

Decision on the procedure for complaints and grievances of users of financial services (Official Gazette of RS, No. 1/2019, 50/2019) and Decision on the procedure for complaints and grievances of legal entities (Official Gazette of RS, No. 1/2019, 50/2019) .

A User may, if they consider that the Bank does not comply with the positive regulations governing the protection of users of financial services, general business conditions or good business practices relating to these services or obligations under this Agreement, file a complaint to the Bank within 3 years from the time a violation of his rights or legal interests has been committed, by e-mail (e-mail) to the following address: prigovori@creditagricole.rs or via the Bank's website (www.creditagricole.rs). The complaint can also be submitted in any branch of the Bank or by mail to the address Credit Agricole Srbija a.d Novi Sad, ul. Milentija Popovića 5a, 11070 New Belgrade.

If the User is not satisfied with the response or the Bank does not respond within 15 days, the User may submit a complaint to the National Bank of Serbia within 3 months (legal entity) or 6 months (user of financial services) from the date of receipt of response or expiration of response, and that by mail to the address of the National Bank of Serbia, Center for Protection of Financial Services Users, st. Nemanjina 17, 11000 Belgrade or PO Box 712, 11000 Belgrade

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