Regulatory Alerts2025-11-21
Decision on Complaints of Legal Persons and Handling of Such Complaints by Banks
The Executive Board of the National Bank of Serbia issued this Decision to regulate how legal person clients file complaints against banks and how banks must handle them. It mandates that banks accept written complaints within specific deadlines, provide immediate receipt confirmations, and issue substantive written replies within 15 days. Additionally, banks are required to maintain detailed records and submit quarterly reports on complaint statistics to the National Bank of Serbia electronically.
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