Customer satisfaction

We at UniCredit Bulbank AD seek to be transparent in our actions and to provide service of high standard. Yet, if for any reason we failed to address your expectations, we will do our best to correct that.

We seek to react promptly to each alert from our clients, analyze their feedback and take preventive actions in the future.

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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.

Online

*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.

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

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.

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.

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.

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.

Surveys

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:


 

Clients

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.

Mystery Shopping

We carry out a special program to track the quality of our services through constant checkups done by trained mystery shoppers.

Bank employees

We carry out surveys amongst our employees to meet your needs in the best possible way.

Bulbank Mobile

Install the bank in your mobile phone!

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Изтеглете и инсталирайте безплатното приложение за мобилно банкиране Булбанк Мобайл