Complaints

In UniCredit Bulbank we do everything to make sure that you, our clients, receive the highest possible service quality.
Our goal is whenever you inform us of an issue to react in a timely manner by eliminating the problem and undertaking the needed actions for preventing such problems in the future.
To do that, we monitor each signal submitted by a client, reply within 3 working days, and analyze the received feedback and plan preventive measures.
 

How to submit a complaint?

In case you are not satisfied with a product, service or attitude, you can inform us via the following channels:

• In a branch – any signals, complaints and recommendations can be submitted in every branch of the Bank upon identification of the client and in written form (either prepared in advance or using the “Customer’s Form”, which is available in any UCB branch or downloaded here). All of our branches are opened during the working week days, some of them work also on Saturdays. Search for the nearest to you branch here.
• Via email signed by a digital signature on the following address: ccm@unicreditgroup.bg. The digital signature authorizes your identification and saves the time for visiting a branch.
• Via telephone, email or letter – as an exception and in cases which do not involve disclosure of personal data according to the Personal Data Protection Law, you can submit your problem also on email (ccm@unicreditgroup.bg) and phone 0700 1 84 84 or 02/923 20 23.

When will I receive an answer?

The time for reaction depends on the problem’s complexity and investigation needs. In the cases regulated by the Law on Payment Services and Payment Systems and the Law for Consumer Loans, we observe the reply deadlines as stipulated in the legislation.

Our engagement is to contact you within 3 working days – with a resolution or information about the status of your complaint. In 80% of the cases we manage to resolve the complaint within this term.  If the case requires more time, we keep in touch with you and inform you about the undertaken actions.

Who is engaged with my complaint?

Regardless of the type and complexity of the signal, the work on all complaints is coordinated by Central Complaint Management Sector at the Head office of UniCredit Bulbank . Thereby:

• You contact only one employee and they become in charge of getting in touch with all the structures that need to be reached;
• We,  the CCM team, are committed to resolving your complaint in a fair and objective way on behalf of the Bank;
• The summary and analysis of all client signals helps us prevent other similar cases.

Result from your feedback in 2011  

• 2 182  received written complaints (1 of every 650 clients submitted a complaint)
• 139 230 leva reimbursed

Thank you for helping us improve!

UniCredit Bulbank with its registered office in Sofia, 7 Sveta Nedelq Square, with paid in capital of shares BGN 285 776 674, under number 831919536