Customer complaints may be submitted in the following ways:
- A complaint may be filed at any BACB office in person or through an authorized representative by filing a form. You may download and complete the form in advance or request the document on site. The text of the form can be downloaded here
- By email, by completing an electronic form
- Via the remote banking channels BACB Online/ BACB Mobile
- By post: You can send a letter to BACB, Sofia 1000, 2 Slavyanska str.
Your complaint should contain:
- Your name and ID number. If you are a representative of a company, you should also indicate the name and UIC of the company;
- Your contact details for correspondence: address for correspondence, telephone, e-mail;
- Description of the reason for the complaint. If you have documents supporting your request, please attach them.
- If necessary, we will contact you in order to obtain additional data and documents.
Time limits for receiving a response:
- Responses to complaints related to payment services - within 14 days of the date of the receipt of the complaint and all documents proving its validity. In case of objective reasons it is possible to extend the period whereby the Bank should inform the complainant about the actions taken by the Bank to establish the claim and the time when the answer is to be expected.
For complaints related to consumer loans and loans under the Consumer Real Estate Loans Act, the time limit is up to 30 days. In case of objective reasons it is possible to extend the period whereby the Bank should inform the complainant about the actions taken by the Bank to establish the claim and the time when the answer is to be expected. - If the complaint falls within the scope of the Payment Services and Payment Systems Act and our position does not satisfy you, you has the right to refer the case to the Conciliation Committee for Payment Disputes at the Consumer Protection Commission at: 1 Vrabcha Str., floor 4, 1000 Sofia; telephone: + 359 2 933 05 77; fax: + 359 2 988 42 18; e-mail: adr.payment@kzp.bg; website: www.kzp.bg and http://abanksb.bg/pkps;
If your complaint is related to a consumer loan agreement or a loan under the Consumer Real Estate Loans Act and our position does not satisfy you, you has the right to refer the case to the Sectoral Conciliation Commission for dispute settlement in the field of financial services, including the provision of remote financial services related to the provision of consumer and mortgage loans to the Consumer Protection Commission at: 1 Vrabcha Str., floor 4, 1000 Sofia; telephone: + 359 2 933 05 65; e-mail: adr.credits@kzp.bg; website: www.kzp.bg or at the addresses of the respective regional centers.
If your complaint is related to provided investment or registration services, you has the right to refer the case to the Sectoral Conciliation Commission for dispute settlement in the field of activities and services under Art. 6 (2) and (3) MFIA and of the activities and services under Art. 86 (1) and (2) of the Collective Investment Scheme Activity Act and other collective investment undertakings, including in the provision of remote financial services in these sectors to the Consumer Protection Commission at: 1 Vrabcha Str., floor 4, 1000 Sofia; telephone: + 359 2 933 05 90; e-mail: adr.finmarkets@kzp.bg; website: www.kzp.bg
