We are pleased you have chosen UniCredit Bank 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 to the following address:
UniCredit Bank, a.s.
Customer Satisfaction Section
Želetavská 1525/1
140 92 Praha 4 - Michle
- by email to the address reklamace@unicreditgroup.cz. If you send a complaint or claim to the bank by email, 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 the form for submitting claims and complaints.
- by telephone to any point of sale or the call centre.
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.
UniCredit Bank, a.s. guarantees to resolve a claim or complaint within a maximum of 30 days. In especially complicated cases, the time for resolving a claim or complaint may be extended.
The bank will inform its client in writing, by telephone, or by email and in doing so shall state the justification for the decision taken.
