Praises and complaints

If you want to send a praise or complaint related to business cooperation with our Bank, you can contact the employees in our branches or by phone at +382 20 677 861, as well as by e‑mail at kvalitet@adriaticbank.com

Also, clients can send praises or complaints by post to the following address:

Adriatic Bank AD Podgorica

Bulevar Džordža Vašingtona br. 98
81 000 Podgorica
Addressed to: Back Office Division

The complaint should contain:

Data about the client and the type of business relationship, namely: personal data for the client - physical person (name and surname, UMCN,residential address and contact phone, e‑mail), i.e. data about the client - legal entity (name and registered office of the company, PIB, name of the contact person, and contact phone number, e‑mail), number and type of contract;

The reasons for filing the complaint (in case the client is in possession of certain evidence related to the stated reasons, they can be attached to the complaint in order to resolve it more quickly and completely) as well as the name of the service/product to which the complaint relates.

If it is not possible to resolve the complaint immediately upon receipt, the Bank will issue a confirmation of receipt of the complaint to the applicant in written or electronic form, depending on the method of submitting the complaint.
The bank will deliver the answer without delay, and in more complex cases no later than 8 (eight) working days from the day of receipt of the complaint. The answer is submitted through the contact information provided by the applicant in the complaint.

Instructions for clients on submitting complaints Complaint / Praise – Adriatic Bank AD

You can send praise or complaints by filling out the following web forms:

First name*

Last name*

Phone number*

E-mail address*

Residential address

Number and type of contract*

Description of complaint

Add attachment

If you are in possession of certain evidence related to the stated reasons, they can be attached to the complaint in order to resolve it more quickly and completely.

Name of legal entity*

HQ address*

Name of contact person*

Phone number*

E-mail address*

Number and type of contract*

Description of complaint

Add attachment

If you are in possession of certain evidence related to the stated reasons, they can be attached to the complaint in order to resolve it more quickly and completely.

Information for payment service users (complaints)

In accordance with Article 56e and 56f of the Law on Payment Transactions, users of the Bank’s payment services are informed of the following:

Users of payment services and other persons who have a certain interest, including consumer associations, may, after receiving the Bank’s response to the complaint, i.e. in the case when the Bank does not submit a response within the deadlines prescribed by law, submit a complaint against the Bank to the Central Bank, if they believe that it has not acted in in accordance with the provisions of the Law on Payment Transactions.

Central bank, Bulevar Svetog Petra Cetinjskog broj 6, Podgorica,zastita.potrosaca@cbcg.me, tel. +382 20 480 248.

The User of payment services can access alternative dispute resolution in accordance with special laws regulating alternative dispute resolution and arbitration, and the User of payment services a consumer in accordance with the Law regulating consumer protection.

Center for alternative dispute resolution, Serdara Jova Piletića bb, Podgorica, TC Palada email: centarzaars@centarazars.me tel. +382 20 206 350.

The bank is obliged to participate in the alternative dispute resolution procedure initiated by the User of payment services.