Compliments and Complaints
Our primary goal is to provide you, in accordance with applicable regulations and best practice, with the widest range of banking/financial products and services. Therefore, your feedback plays an important role in our efforts to further improve the quality of our cooperation, to our mutual satisfaction.
If you wish, you may share with us your satisfaction with our products and/or the conduct of our employees when providing our services, and we will carefully analyze the information received and use it to become even more successful.
If you believe that the Bank is not complying with the agreed terms, or that your rights have been violated in the provision of banking and/or financial products and services, you may first try to resolve any disputed situation by directly addressing our employees, to mutual satisfaction.
If you are not satisfied with the response received through direct communication, you have the right to submit a complaint.
You may submit a complaint in writing in one of the following ways:
- In person at the nearest Bank branch;
- By post, to the Bank’s registered address: Bulevar Josipa Broza Tita 67, Podgorica;
- By email to: prigovor@hb.co.me;
- Via the Bank’s website: www.hb.co.me, to email: hipotekarna@hb.co.me;
You may submit your complaint using the Client Compliments and Complaints Form. However, if you choose not to use the available form, your written complaint should contain, at a minimum:
- Client’s personal details (full name for a retail client, or company name for a corporate client/entrepreneur, address and/or phone number for contact purposes);
- Subject and description of the event/situation/circumstances, including the reasons for your dissatisfaction;
- Supporting documentation, if applicable.
If not all the necessary information is provided, the Bank may request additional details from you.
The Bank will provide a response to your complaint in writing, to the address specified in your complaint or in the manner you request, within the prescribed deadline, which shall not exceed 15 days from the date of receipt of the complaint, unless a different deadline is defined by specific regulations.
If you are not satisfied with the Bank’s response, you have further legal remedies available.
The Bank does not respond to anonymous complaints.
The CLIENT COMPLIMENTS AND COMPLAINTS FORM can be downloaded HERE.