NOTICE OF COMPLAINT SUBMISSION

for payment services provided by a authorized representative on behalf of and for the account of the Payment institution Eki Transfers doo No. 1/V Kosovska ST., 11000 Belgrade, Serbia

In accordance with the Law on Protection of Financial Services Users and the General Terms and Conditions for the Payment Service, as a user of our payment service you can submit a written complaint  in the following manner:

• by mail, to the following address: Eki Transfers doo, No.1/V Kosovska st, 11000 Belgrade.
• by sending an e-mail to: prigovori@ekitransfers.rs
• electronically via an internet presentation www.ekitransfers.rs
• by submitting at the location where the service is provided.

You may also contact us by phone at +381 11 3300 300.

Please be advised that in this case we do not have a legal obligation to consider a verbal complaint, but we can inform you about the manner in which the complaint can be submitted.

2. The required elements of a complaint:

The complaint must contain user data from which the relationship with the payment institution and the reasons for filing the complaint can undoubtedly be determined.
You can file a complaint within three years from the date on which the violation of your rights or legal interest occured.

3. Next steps:

We will consider your complaint and provide you with a written response within 15 days from the date of the receipt of the complaint. Exceptionally, if the Payment Institution can not reply within the specified deadline for reasons beyond its will, this deadline may be extended for a maximum of 15 days, and we will notify you in writing within 15 days from the date of receipt of the complaint. The notice shall contain the reasons why it is not possible to submit a response within the deadline, as well as the deadline in which the response will be delivered.
The complaint procedure is conducted in accordance with the Law on Protection of Financial Services Users, the decision of the National Bank of Serbia and PI’s internal acts.
The payment institution may not charge fees or any other charges for handling the complaint.

4. Right to file a complaint with the National Bank of Serbia

In case you are dissatisfied with the response or you did not receive the proposed solution or response in due course, as a user, before addressing the court you can file a complaint in writing, by mail or by e-mail to:

• National Bank of Serbia, Center for Protection and Education of Financial Services Users, PO Box 712 or
• to email address: zastita.korisnika@nbs.rs

The user’s complaint to NBS should be accompanied by the complaint sent to PI, the response of the PI and the documentation on the basis of which the claims may be assessed. The user may file a complaint within six months from the date of receipt of the response or from the expiry of the term for submitting the response.