Regulatory Alerts2025-08-27
Decision on Financial Service Consumers’ Complaints to Service Providers and the National Bank of Serbia and Mediation Proposals
The Executive Board of the National Bank of Serbia adopted this Decision to define the procedures for financial service consumers filing complaints against providers or the regulator. It mandates that service providers handle complaints within 15 days, display complaint information prominently, and ensure free access to the process, while the NBS reviews escalated complaints within three months. The regulation also outlines the NBS's authority to reject frivolous or incomplete complaints and establishes the framework for mediation proposals to resolve disputes without court intervention.
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