We are pleased you have chosen UniCredit Bank Czech Republic and Slovakia, a.s. for the management of your personal or corporate finances. We are interested in your comments and recommendations, which assist us in further improving the quality of the services we provide.
We will be happy to receive your comments, complaints and claims:
- In person at any point of sale, but preferably at the branch maintaining your account. Any bank employee – but preferably your personal banker – can receive your claim. The bank employee will provide you with all necessary information concerning the resolution of a claim or complaint. He or she will inform you about the procedure the bank will follow in resolving your claim or complaint, the time period within which the bank will send you a reply, the manner in which you can obtain information about the progress of resolving your claim or complaint, as well as other options that are available to you.
- By correspondence at the address:
UniCredit Bank Czech Republic and Slovakia, a.s.
Reklamace
Želetavská 1525/1
140 92 Praha 4 - Michle
- By e-mail - please direct claims and complaints to the address reklamace@unicreditgroup.cz - in this case, it is not possible to verify the authenticity of the signature (or the extent of rights of disposal). The scope of information that the bank is entitled to provide in such case, therefore, is established by generally binding legal norms.
- Using websites www.unicreditbank.cz - Form for submitting claims and complaints
- By telephone to any point of sale or the infoline 221 210 031
Resolving your claim or complaint will be easier if you attach the relevant information needed for its settlement:
- your identification details,
- the subject of the submitted claim (brief description of the claim or complaint including any information that is essential for resolving the submitted claim or complaint),
- relevant documents or attachments (e.g. copies of bank account statements or the like),
- the date of submitting the claim,
- your contact address for sending a response, or an email address or telephone number.
In the case of alternative dispute resolution, the client can turn to a financial arbitrator, in the case of contracts concluded online, to an online dispute resolution platform.
IMPORTANT NOTICE FOR CARD TRANSACTION COMPLAINTS:
Should you wish to file a complaint about a payment card transaction in which you ordered a service that was not provided or goods that were not delivered to you, or your order was cancelled, etc., your complaint can only be filed after you have contacted the point of sale that was supposed to provide the service or goods.
This can, for example, lead to a mutual agreement between you and the point of sale resulting in the postponement or cancellation of the deadline for the provision of the service or delivery of the goods. It is therefore very important that, should you file a complaint, we receive information / confirmation from the point of sale that the goods or service you purchased will not be provided by the point of sale or that the deadline has been postponed. Furthermore, if the reservation was related to a booked trip, it is also necessary to determine whether this payment is covered by the travel agency’s insurance and if so, such an insurance policy must be activated by you. If the point of sale does not respond to your inquiries, please send us proof that you have tried to communicate directly with the point of sale, such as an e-mail sent by you.
Complaints are governed by the rules of the companies issuing the payment cards, which specify when and how complaints can be filed about such card transactions.
Thank you for your understanding.
The bank will inform its client in writing or by email and in doing so shall state the justification for the decision taken.
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