Important documents

In case of loss or theft of your payment card, please contact our client line at 800 14 00 14 (for international calls: +420 221 118 540; standard telecom charges apply), or our Emergency Service at 224 221 017.

Ten rules for using payment cards

1. A CARD IS MORE THAN CASH. Treat a payment card the same as you would cash. Be careful with it and carry it separately from your documents. Sign the payment card on the signature strip immediately upon acceptance. Thoroughly destroy an invalid card that is not surrendered after its validity ends.
2. PROTECT IT LIKE THE APPLE OF YOUR EYE. Always look after your card and do not let it leave your sight when making a transaction. Do not lend your payment card to anyone or give it to someone as collateral. Periodically check that you know where your card is, even if you do not use it every day.
3. YOUR PIN IS THE KEY TO YOUR ACCOUNT. Keep your PIN absolutely secret. Do not record your PIN anywhere! Under no circumstances should you communicate it to another person, to a bank, or to the police or other authorities.
4. CREDIBILITY. Only use your payment card at credible points of sale (including on the internet) and on trustworthy devices. In you are unsure about a given merchant, it is better to pay with cash.
5. ENTERING YOUR PIN. Always enter your PIN discreetly. Take care that no one can oversee your PIN. When entering your PIN at an ATM or checkout terminal, cover the keypad with your body and free hand as well as from above, avoid mouthing your PIN, and protect against its detection by camera.
6. PAYMENT BY CARD. After completing a transaction, make sure that your payment card has actually been returned to you. Keep a record of the card transaction. The merchant is entitled to verify your identity, so please co-operate.
7. MIND YOUR DOCUMENTS. Carefully dispose of all documents containing your full card number. Be sure to tear or shred them before discarding.
8. DO NOT WAIT TO CHECK. Carefully check card transaction statements from the bank or card company against sales and payment receipts. If you discover an unusual transaction, contact the card issuer immediately.
9. CARD LOSS. If your payment card is lost or stolen, act fast and block the card immediately with the issuer. In case of theft, you should then contact the police. To block the card, call 800 14 00 14 or +420 224 221 017.
10. STAY INFORMED. UniCredit Bank provides other supplementary services and products for payment cards in order to increase security or mitigate the consequences of possible misuse of a card.

Security rules for using an ATM

• Before using an ATM, conduct a visual inspection of the ATM, including an examination of the card reader and cash dispensing mechanism. If you find something unusual about the ATM, it is better that you do not use it and inform the bank at the toll-free line 800 14 00 14.
• When entering your PIN for a withdrawal from an ATM or elsewhere, cover the key pad with your hand.
• During a withdrawal, follow only the instructions that are stated on the ATM screen.
• No one has the right to disrupt your transaction or otherwise interfere with its progress.
• If a suspicious person moves toward you in the vicinity of the ATM, postpone the cash withdrawal to later.
• If the ATM is not amply lit at night, it is better that you do not use it and choose another or make the withdrawal in the accompaniment of another person.
• After completing the transaction, store the cash securely.
• After completing the transaction, do not forget to take your payment card and, if possible, also the receipt for the executed transaction.
• Never write your PIN on your payment card; do not keep your PIN in the same place as your payment card; do not tell anyone your PIN.
• If your payment card is lost or stolen, immediately contact the bank with a request for blocking.

Rules for using direct banking

We regard security as an essential condition for successfully providing direct banking services. 

Basic rules for using direct banking:

• Never leave your security token (hereinafter just the “token”), mobile telephone with banking application, or set of as yet unused TAN passwords unattended.
• Carefully safeguard your access data (particularly the PIN, PUK, BPIN and BPUK).
• Never carry written information about your PIN together with your token; never carry written information about your access data together with your mobile telephone.
• Do not store information on your access data in your mobile phone.
• Do not tell anyone the PIN to your token, your BPIN, or access password.
• If you think that your PIN, BPIN or password has become known to a third party, change them.
• Do not choose “simple” numbers for the PIN, BPIN or password, such as, for example, your date of birth or address.
• If your token or mobile telephone is lost or stolen, please inform the bank and request that your access to internet banking be blocked. In case of loss of SIM card, call the bank and request that the GSM Banking product be blocked.

Security for individual types of direct banking:

Internet banking - Online Banking, BusinessNet

The security solution for this product is very simple and elegant. A unique security code is used for accessing the system as well as for signing payment orders. The client can choose whether the security code will be generated by an electronic security token resembling a small calculator or whether it will be sent to the client’s mobile telephone as an SMS message. In both cases, access to the code generator is protected by a PIN or password. Each code is used only once and has a limited period of validity. Moreover, the client’s communication with the bank is safeguarded by 128-bit encryption (SSL version 3.0), which is sufficient guarantee that transferred data is protected during information flows.

Telephone banking - Telebanking, Business line

A unique security code generated by an electronic security token resembling a small calculator is also used for safeguarding telephone banking services. The user logs in using his/her identification number assigned by the bank and the code generated by the token. To sign payments prepared during recorded communication with an operator, the user shall use a new code generated by the token.

Mobile banking - Smart Banking, GSM Banking

Smart Banking 

You can use this mobile banking application to operate your accounts if you have a mobile telephone equipped with a tool for using internet services. To sign on to the application, you must use a user number and access security password. Signing and sending payment orders to the bank require entering a one-time TAN password, a set of which is generated and securely transferred to the user by the bank. Moreover, the client’s communication with the bank is protected by encryption, which is sufficient guarantee that transferred data is protected during information flows.

GSM Banking 

This SIM Toolkit application enables you to securely control your account through a mobile telephone. In order to access the banking application menu, you must know the BPIN code (MPIN for Vodafone). You create this code yourself based on the BPUK code; no one else (neither the GSM network operator, nor the bank) knows this code. Orders are sent to the bank via encrypted text messages and no one apart from the bank, which is the only party that knows the encryption key, can decrypt these messages. The encryption key is different for each SIM card.

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.
Odbor Řízení kvality služeb
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. For sending suggestions and comments, use the address kvalita@unicreditgroup.cz.
• Using websites www.unicreditbank.cz - Form for submitting claims and complaints
• By telephone to any point of sale or the infoline 800 14 00 14

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 Czech Republic and Slovakia, a.s. guarantees to resolve a claim or complaint within a maximum of 30 days. In 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.

Additional documents

• Complaints Rules of Procedure (164 kB) version valid from 1.5.2016

• CBA Standard No. 18/2005 "Principles for Providing Pre-Contractual Information on Home Loans" (PDF, 84kB)
• Code of Conduct on Relations between Banks and Clients (PDF, 458kB)

If you have decided to change your payment account provider, both the New and Former Provider will help you transfer your standing orders and direct debit mandates. You can only make the change through your New Provider.
Submitting a Payment Account Change Request with the New Provider who keeps your Current Account is necessary in order to starting the Payment Account Change process. The request may be submitted at any UniCredit Bank branch. We will be happy to assist you in completing such a request.

More detailed information on changing your payment account provider - what needs to be considered, what documents need to be submitted, the New and Former Provider’s obligations, as well as other important information is available on the website of the Czech Banking Association.

We are looking forward to cooperating with you!

INFORMATION ON PROCESSING PERSONAL DATA

Pursuant to Article 11 of Act No. 101/2000 Coll. on the Protection of Personal Data (hereinafter: the APPD), the complete wording can be found here.

On 1 January 2016, the amended Act No. 21/1992 Coll. on Banks, implementing Directive 2014/49/EU of the European Parliament and of the Council on deposit guarantee schemes, became effective.

Funds on your accounts with UniCredit Bank Czech Republic and Slovakia, a.s. are insured by Deposit Insurance Fund (newly Financial Market Guarantee Scheme) up to EUR 100 thousand.

The most essential changes made under this amendment include:
1. Reduced repayment period to 7 working days.
2. Improvement of information to clients of financial institutions – depositors receive information from their bank as to the amount and scheme of the insurance prior to signature of the account or deposit contract etc., and further at least once a year.
3. Removal of deposits of states and regional and local authorities from the scheme of insurance of receivables from deposits; however, deposits of small municipalities or, as the case may be, of regional and local authorities of the Czech Republic with actual tax revenue of up to the equivalent of EUR 500,000 could be included, provided that they evidence this fact.

Please, find hereto the overview with detailed information as to Financial Market Guarantee System.

In a possible dispute between the Bank and a Client, if the latter is a consumer according to applicable laws, which will not be settled amicably, the Client can contact a financial arbitrator. The financial arbitrator's jurisdiction is governed by Act No. 229/2002 Coll., the Act on Financial Arbitrator, as amended, and the financial arbitrator is authorized to decide disputes in the matters as follows:

a) providing payment services.
b) offering, granting or intermediating consumer credits or other credits, loans or similar financial services.
c) offering investments in a collective investment fund or a comparable foreign investment fund.
d) offering, granting or intermediating life assurance, if the Bank acts as an insurance intermediary.
e) making an exchange transaction.
f) offering, granting or intermediating building savings, if the Bank acts as a building saving intermediary.
g) providing investment services, if the Bank acts as an investment firm.

Contact data of the financial arbitrator:
Kancelář finančního arbitra, Legerova 1581/69
110 00 Praha 1. Internet
http://www.finarbitr.cz
ID datové schránky: qr9ab9x.

In any matters where the financial arbitrator's competence is not given, the Czech Trade Inspection Authority or another entity authorized by the Ministry of Industry and Trade shall be the entity for extrajudicial solutions to consumer disputes.

Minimum hardware requirements

They are met by common office computers, notebooks, tablets or smartphones with Internet connection.

Minimum Internet connection

The requirements are met by the generally supplied ADSL connection with a speed of 1024/256 kb/sec.

Supported web browsers

The requirements are met by web browsers with JavaScript on. However, it does not mean that each version of web browser is suitable for work on the portal. The unsupported browsers include in particular the old versions that are not supported even by their producers anymore.

Tested browsers

Taking into account the quantity of web browsers, full support in any of them cannot be guaranteed. The application is currently under test in the following browser versions:

• MS Internet Explorer 11 and EDGE
• Mozilla Firefox 48 and ESR
• Google Chrome 53

The Windows XP operating system, Microsoft Internet Explorer 8 browser and its older versions are not supported. The Microsoft Internet Explorer 8 browser is not supported from 12 January 2016 by the company Microsoft (more information) and it is recommended to switch to a current version of the browser.

CRS or the Common Reporting Standard is a global initiative created by the OECD (Organisation for Economic Co-operation and Development), which is partially based on the US FATCA or the Foreign Account Tax Compliance Act. Around 100 jurisdictions have already committed to automatically exchanging information about fi nancial accounts under the CRS regime, aiming at preventing tax evasions. By means of a multilateral agreement and Act No. 164/2013, the Czech Republic has committed to cooperate with other participating jurisdictions in this regard. Czech fi nancial institutions, including UniCredit Bank, are obliged to identify tax residencies of individuals and entities from among their clients and report them to tax authorities.

FAQ (PDF, 643 kB)

Self-certification for individuals (PDF, 559 kB)

Self-certification for entities (PDF, 581 kB)

Definition of the types (PDF, 575 kB)

FATCA (Foreign Account Tax Compliance Act) is an American legislation to prevent tax evasion of US citizens. The Czech Republic has committed itself by Intergovernmental Agreement (IGA) and Act no. 164/2013 Coll. to cooperate with the USA in this matter. Czech financial institutions including UniCredit Bank have to identify US individuals and entities and report them to the Tax Authority.

FAQ FATCA (PDF, 86 kB)

The supervisory body is:

Česká národní banka (Czech National Bank)
Na Příkopě 28
115 03 Prague 1

Company Reg. No.: 48136450

Tel.: 224 411 111
Fax: 224 412 404

Authorisation for the activities may be verified in the Lists of Regulated and Registered Entities of the Financial Market kept by the Czech National Bank, available here: https://apl.cnb.cz/apljerrsdad/JERRS.WEB07.INTRO_PAGE?p_lang=cz