Important documents

Dear clients,

We appreciate you using the services of UniCredit Bank Czech Republic and Slovakia, a.s., pobočka zahraničnej banky.

We offer you products and services respecting your individual needs. We protect any personal data of yours and constantly strive to ensure the highest security of telephone and internet banking in compliance with international standards. Openly, transparently and in advance, we inform of changes in interest rates, fees, and business conditions, we charge no hidden or duplicate fees for opening and closing of accounts.

We care about your satisfaction with our services. Your opinions and comments are an invaluable source of information for us, which we use in order to constantly improve our products and services.

We appreciate your suggestions and comments, which you can sent at kontakt@unicreditgroup.sk.

We are looking forward to seeing you at our branches!

Your UniCredit Bank

Complaints

We are pleased that you have chosen UniCredit Bank Czech Republic and Slovakia, a.s. to manage your personal or corporate finance. We would like to know your opinions and comments, which help us constantly improve the services we offer to you.

We are happy to receive your opinions and complaints:

in person at any point of sale, however, ideally at the branch where your account is held. Any employee of the bank can receive your complaint, ideally your personal banker. An employee of the branch provides you with all the necessary information about handling a complaint. The employee will inform you how the bank will act when handling a complaint or when the bank replies you, how you can inquire about the progress of handling your complaint and what your other options are.
by correspondence at:
UniCredit Bank Czech Republic and Slovakia, a.s., pobočka zahraničnej banky
Reklamácie
Šancová 1/A
831 33 Bratislava
by email - send your complaints at reklamacie@unicreditgroup.sk - however, in such cases, the authenticity of the signature (or the scope of entitlement) cannot be verified, therefore, the content of the information the bank is entitled to provide in such a case is determined by generally binding legal standards
on www.unicreditbank.sk, Form to file a complaint
by phone at Infoline +421 2 6920 2090

Complaints could be resolved faster if accompanied by relevant information required for handling thereof:

your identification data
the subject-matter of filing the complaint (a brief description of the content of the complaint, also containing information material for resolution of the relevant complaint)
documents or attachments (e.g. a copy of a bank account statement etc.)
the date of filing the complaint
your contact address to send our reply or an email address or phone number

The bank informs the client of the result of the complaints procedure in writing or by email, specifying the grounds of the decision.

In the case of alternative dispute resolution, you can contact the Institute of Alternative Dispute Resolution of the Slovak Bank Association (www.institutars.sk).

Dear Clients,

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 because of the current pandemic situation, 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.

Other Documents

Complaints and Claims

We are pleased that you have chosen UniCredit Bank Czech Republic and Slovakia, a.s. for managing your personal or corporate finances. We value your feedback and comments, which help us continuously improve the services we provide to you.

We are happy to receive your opinions, complaints, and claims:

In person at any bank branch, preferably at the branch where your account is maintained. Any bank branch employee will accept your claim and provide all necessary information for handling your complaint or claim. They will inform you about the procedure the bank will follow, the time limit for the bank’s response, how you can track the progress of your complaint or claim, and what further options are available to you.
By post at the following address:
UniCredit Bank Czech Republic and Slovakia, a.s., branch of a foreign bank
Complaints
Šancová 1/A
831 33 Bratislava
By e-mail at: reklamacie@unicreditgroup.sk
Via the website www.unicreditbank.sk using the Complaint and Claim Submission Form
By phone via the information line at +421 2 6920 2090

The bank will be able to process your complaint or claim more quickly if you provide the relevant information required for its resolution:

your identification details,
the subject of the complaint (a brief description of the complaint or claim, including key facts relevant to its resolution),
supporting documents or attachments (e.g. a copy of an account statement),
the date the complaint or claim was submitted,
your contact address for sending the response, or alternatively your e-mail address or telephone number.

The bank will inform you in writing of the outcome of the complaint procedure.

In the case of alternative dispute resolution, you may contact the Institute for Alternative Dispute Resolution of the Slovak Banking Association (www.institutars.sk).

IMPORTANT NOTICE FOR CARD TRANSACTION CLAIMS

In the case of a claim relating to a transaction carried out by a payment card—for example, when ordering a service or goods that were not provided, or when your order was cancelled—you may submit a claim only after you have directly contacted the merchant that was supposed to provide the service or goods.

This may lead to a mutual agreement between you and the merchant, such as rescheduling or cancelling the service or delivery of goods. Therefore, it is very important that, when submitting a claim, you provide us with information or confirmation from the merchant stating that the purchased goods or services will not be provided, or that the delivery or service date has been postponed.

Furthermore, if the reservation was related to the purchase of a travel package, it is also necessary to verify whether this payment is covered by the travel agency’s insurance. If so, you must file a claim under this insurance yourself.

If the merchant does not respond to your inquiries, please also provide us with proof that you tried to communicate directly with the merchant, such as an e-mail you sent, a follow-up request, etc.

This type of claim is governed by the rules of the card schemes, which precisely specify when and how transactions made by payment cards can be disputed.

Thank you for your understanding.