Complaints

This guide aims to inform you about the process of submitting complaints addressed to the bank, related to potential technological or human errors during the use of banking services.

A complaint will go through the complaint handling process only if it is submitted by the client themselves and is based on facts. You are also advised to be as specific as possible in your complaint, as generalized or unfounded complaints will not be considered valid.

How can I submit a complaint?


You may submit your complaint in Albanian, Serbian, or English through one of the following channels:

  • Official website: www.procreditbank-kos.com
  • Call Center: 049 555 555 / 038 555 555
  • E-mail: kos.customerservice@procredit-group.com
  • Mail: George Bush St., No. 26, Prishtina, Kosovo, Complaints Management Unit
  • Our social media channels
  • Bank branches

Timeframes
 We recommend that you submit your complaint as soon as possible after the date on which the transaction occurred or the service about which you are complaining was provided. Upon receipt of your complaint, the Bank will send you an acknowledgment of receipt and will review your case within the following timeframes:

  • Within 15 calendar days from the date you receive the acknowledgment of receipt of the complaint submitted to the Bank.
  • Within 7 calendar days for cases related to disputes concerning deposit/withdrawal transactions carried out through an  ATM.

If the complaint is received on a non-working day, the next working day shall be considered the first day of the complaint review process. You will receive the Bank’s response through the same communication channel used to submit the complaint. However, if you prefer another channel, the Bank will respond accordingly.

Reference Number
Each complaint received by the Bank is identified by a unique reference number, which serves as the identification number of your complaint. Therefore, upon receiving the confirmation from the Bank regarding the receipt of your complaint, you should also receive the reference number. If there is a need to contact the Bank regarding the status of your complaint, you should have this reference number available.


Additional Information

If you consider that the Bank’s response has not addressed your complaint, you may further pursue your complaint through:

  • The Central Bank of Kosovo (CBK) by writing to ankesat@bqk-kos.org
  • Other public authorities or alternative dispute resolution mechanisms, where applicable.
  • The competent courts.