Regulatory Alerts2023-09-20
Decision on Handling Complaints of Financial Service Consumers
The Executive Board of the National Bank of Serbia adopted this Decision to regulate the procedures for financial service consumers to file and resolve complaints against service providers. It mandates that providers handle consumer complaints within 15 days and allows consumers to escalate unresolved issues to the National Bank of Serbia within six months. The National Bank of Serbia is required to review these escalated complaints and issue findings within three months, with the authority to impose fines or order the removal of irregularities if service providers fail to comply with legal obligations.
Share