Complaints can be submitted to the Bank through one of the following communication channels:

1. In writing at the branches of Stopanska Banka

• A written complaint is submitted by filling out a standardized complaint form at one of the branches of the Bank.

2. By mail

• A written complaint is sent by mail to the following address:

Stopanska Banka AD - Skopje
(Customer Care Service)
Ul. "11 Oktomvri" no. 7
1000 Skopje

3. By telephone

• The complaint is submitted orally via a telephone call to the Contact Center of Stopanska Banka, where the Bank employee should fill out the complaint form on behalf of and for the account of the client according to his/her instructions.

4. By electronic means via e-mail

• A standardized complaint form is available on the website of Stopanska Banka

Form

To enable us to respond to you in a timely and effective manner, when submitting your complaint it is necessary to:

• provide your personal data (name and surname and contact details);
• complete all the data in the complaint submission form;
• indicate how you would like to receive our response;
• describe your problem in full, attaching appropriate evidence if you have it.

This will help us to make an appropriate analysis.

After we receive your complaint, we will send you a confirmation of receipt of the complaint.

When receiving complaints electronically via e-mail, we will send you a confirmation of receipt of the complaint by specifying the place and time of receipt by sending an automatic reply to the submitted e-mail.

Each complaint receives a unique complaint number and an automatic registration of the date of receipt, and the client, at the time of receipt of the complaint, receives an SMS message notifying the date of receipt and the unique complaint number.

In the meantime, we conduct a full analysis of the case and if we need more information, we will contact you.

After reviewing your case, we will inform you of the response (e.g. proposed solution, clarifications that we may need, etc.).

Our customers are at the heart of our business. In other words, our primary concern is to respect and nurture our good relationship with you, our customer, placing special emphasis on providing first-class services and meeting your needs.

Accordingly, the Bank has established a Customer Complaints Policy that applies the best practices for managing customer issues.

Our goal is to find solutions in the spirit of good faith, transparency and impartiality, taking into account all the specific characteristics of each case.

The procedures we apply when handling complaints arise from our principles.

The following are most important to us:

• all customers are treated equally and their interests are equally protected;
• all complaints are managed in good faith, and in accordance with business ethics and the applicable legal regulatory framework;
• each complaint is a separate issue for the customer and we treat each case accordingly with due attention, sensitivity and understanding;
• every complaint is investigated appropriately and without discrimination, by collecting and processing all relevant data and information, we make every effort to resolve complaints quickly and thereby serve customers in the best possible way.

After we have collected all the information regarding your case and communicated with the relevant organizational units of the Bank, the deadline for responding to customer complaints is 15 business days from the date of receipt of the complaint. When the response cannot be delivered within this deadline (15 business days), the Bank will inform the complainant of the reasons for the delay in the response and the timeframe in which he can expect to receive a response, which cannot be longer than 35 business days from the date of receipt of the complaint.