Customer Satisfaction
Complaint or compliment
At our branches
In person or by an authorized representative after identification at branch of your convenience. The provided information must be submitted in writing using the Customer Form, which can be downloaded here, or in a letter prepared in advance, or you may request the document on site. Find your closest branch here.
Online
- Through the online feedback form
- By e-mail at ddnAvojdsfejuhspvq/ch*
*IMPORTANT! The complaint can be accepted as an exception and in the cases which do not presuppose the use of personal data as per the Personal Data Protection Act and bank secrecy as per the Law on credit institutions.
In all other cases in order to submit your complaint to the e-mail address, detailed above, you need to sign it with your qualified electronic signature.
UniCredit Bulbank AD does not accept complaints which presuppose the use of personal data as per the Personal Data Protection Act and bank secrecy as per the Law on credit institutions, received through the online feedback form or sent to the e-mail address but which lack your qualified electronic signature!
By phone or regular mail
- 02/923 20 23
- You can send your letter addressed to: Sofia, 7 Sveta Nedelya Sq. *
*The complaint can be accepted as an exception and in the cases which do not presuppose the use of personal data as per the Personal Data Protection Act and bank secrecy as per the Law on credit institutions.
Examination of signals
Examination of complaints
Each complaint is processed by specialized unit dedicated to carrying out detailed examination, involving the responsible bank structures and providing official position of the bank via the channel selected by the client.
Regardless of the kind of the alert, the work on all complaints is coordinated by the Central Complaint Management Team. Each case is examined individually and receives the required attention.
Response time
The time-frame for responding to complaints depends on the specificity of the complaint and the inspection that has to be carried out. A response is given within 3 working days in 85% of the cases. The regulatory term for responding to complaints under the Payment Services and Payment Systems Act is 15 working days. This period can be extended to 35 working days for reasons beyond the bank’s control. Objections under the Consumer Credit Act and Consumer Credits Related to Immovable Property Act are handled within 30 days.
Complaints concerning loans
You may submit your complaints related to real estate loan agreements as per the Law on Real Estate Loans to Consumers, or consumer loan agreements as per the Law on Consumer Credit via any of the channels listed above or you may contact the Central Complaint Management Team for additional information by e-mail at ddnAvojdsfejuhspvq/ch or telephone at 02/9232023.
Objections and dispute resolution
The bank’s procedure for lodging objections and handling disputes governs the competences for decision taking and compensation award under customer complaints.
You can also refer the dispute to the Conciliation Commission on Payment Disputes established under Chapter 9, Section 3 of the Consumer Protection Act in its capacity as sectoral conciliation commission handling disputes in the field of financial services if no response has been given within the statutory period or if you disagree with the decision of the bank in case the complaint refers to:
- loans related to immovable property under the Consumer Credits Related to Immovable Property Act or a consumer loan pursuant to the Consumer Credit Act;
- the implementation of the Payment Services and Payment Systems Act and its implementing regulations, Regulation (EU) No 924/2009 of the European Parliament and of the Council of 16 September 2009 on cross-border payments in the Community, Regulation (EU) No 260/2012 of the European Parliament and of the Council of 14 March 2012 establishing technical and business requirements for credit transfers and direct debits in euro as well as Regulation (EU) 2015/751 of the European Parliament and of the Council of 29 April 2015 on interchange fees for card-based payment transactions;
- national and cross-border disputes, arising out of distance marketing of payment services agreements pursuant to the Distance Marketing of Financial Services Act.
UniCredit Bulbank AD agrees to participate in conciliation proceedings instituted before the Conciliation Commission on Payment Disputes. For further information about its activity and referral methods, please, visit the website of the Conciliation Commission on Payment Disputes: https://abanksb.bg/pkps/, the website of the Consumer Protection Commission: https://kzp.bg/, the head office of the Consumer Protection Commission, address: 4, Slaveykov Square, floors 3, 4 and 6, Sofia, call +359 2 933 0565 or visit the Regional Directorates of the Consumer Protection Commission in the country.
Cross-border financial disputes
If you have signed a loan agreement and you reside in another member state, you may contact the financial service provider “FIN-NET” for the purpose of alternative examination of cross-border financial disputes.
Surveys
Our customers` satisfaction is a top priority for us, which is why we strive to understand your needs and stay close to you. As part of our quality of service program and in order to better define the areas in which you would like us to improve, we invest in research targeted at:
Clients
Annually we carry out more than 30 000 personal interviews with individual and business clients, looking for your feedback face-to-face in our branches, by phone or email.
Mystery Shopping
We carry out a special program to track the quality of our services through constant checkups done by trained mystery shoppers.
Bank employees
We carry out surveys amongst our employees to meet your needs in the best possible way.
