Complaint or compliment
At our branches
In person or by an authorized representative after identification at branch of your convenience. The provided information must be submitted in writing using the Customer Form, which can be downloaded here, or in a letter prepared in advance, or you may request the document on site. Find your closest branch here.
*IMPORTANT! The complaint can be accepted as an exception and in the cases which do not presuppose the use of personal data as per the Personal Data Protection Act and bank secrecy as per the Law on Consumer Credit.
In all other cases in order to submit your complaint to the e-mail address, detailed above, you need to sign it with your qualified electronic signature.
UniCredit Bulbank AD does not accept complaints which do not presuppose the use of personal data as per the Personal Data Protection Act and bank secrecy as per the Law on Consumer Credit, received through the online feedback form or sent to the e-mail address but which lack your qualified electronic signature!
By telephone or by regular mail
- +359 2 9232023*
- You can send your letter addressed to: Sofia, 7 Sveta Nedelya Sq. *
*The complaint can be accepted as an exception and in the cases which do not presuppose the use of personal data as per the Personal Data Protection Act and bank secrecy as per the Law on Consumer Credit.
Examination of signals
Examination of complaints
Each complaint is processed by specialized unit dedicated to carrying out detailed examination, involving the responsible bank structures and providing official position of the bank via the channel selected by the client.
Regardless of the kind of the alert, the work on all complaints is coordinated by the Central Complaint Management Team. Each case is examined individually and receives the required attention.
The response time depends on the specificity of the complaint. In 85% of the cases we are able to respond to the complaint within 3 business days. In the cases governed by the Law on Payment Services and Payment Systems, the Law on Consumer Credit, and the Law on Real Estate Loans to Consumers, we observe the statutory response time.
Complaints concerning loans
You may submit your complaints related to real estate loan agreements as per the Law on Real Estate Loans to Consumers, or consumer loan agreements as per the Law on Consumer Credit via any of the channels listed above or you may contact the Central Complaint Management Team for additional information by e-mail at ddnAvojdsfejuhspvq/ch or telephone at 02/9232023.
Objections and dispute resolution
The bank has an established procedure for submission of objections and dispute resolution which provides for the competences for decision-making and defining of compensations related to customer complaints.
You have the right to refer the dispute to the sectoral reconciliation commission which hears disputes in the area of financial services and which has been formed as per the procedure stipulated in Chapter 9, Section ІІІ of the Consumer Protection Act, if after submitting a complaint concerning a real estate loan agreement as per the Law on Real Estate Loans to Consumers or a consumer loan as per the Law on Consumer Credit:
you have not received a response in the statutory term which is 30 days from submission of the objection
- you are dissatisfied with the provided response
The bank states its readiness for participation in case a reconciliation procedure is formed.
Cross-border financial disputes
If you have signed a loan agreement and you reside in another member state, you may contact the financial service provider “FIN-NET” for the purpose of alternative examination of cross-border financial disputes.
Our customers` satisfaction is a top priority for us, which is why we strive to understand your needs and stay close to you. As part of our quality of service program and in order to better define the areas in which you would like us to improve, we invest in research targeted at:
Annually we carry out more than 30 000 personal interviews with individual and business clients, looking for your feedback face-to-face in our branches, by phone or email.
We carry out a special program to track the quality of our services through constant checkups done by trained mystery shoppers.
We carry out surveys amongst our employees to meet your needs in the best possible way.