Regulatory Alerts2026-04-28
Regulation on the Process of Handling Complaints by Financial Institutions
The Board of the Central Bank of the Republic of Kosovo issued this regulation to standardize how licensed financial institutions establish, operate, and report on internal client complaint handling functions. It mandates accessible filing channels, electronic record-keeping, strict resolution timelines (typically fifteen days for standard claims and seven for transaction disputes), and clear disclosure of mediation and arbitration options. Institutions must submit quarterly analytical reports to senior management and semi-annual summaries to the Board detailing complaint volumes, resolution rates, and systemic issues to ensure consistent client protection and regulatory compliance.
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