Complaints

NOTICE ON HOW TO FILE A COMPLAINT

for payment services provided by the authorized representative on behalf of and for the account of the payment institution Eki Pay doo, Dobračina 60, 11000 Beograd
In accordance with the Law on the Protection of Financial Service Users and the General Terms and Conditions of providing payment services at the locations of the Payment Institution, as a service user, you can submit a written complaint in the following ways:
 

By mail, to the address: Eki Pay doo, Dobračina 60, 11000 Beograd

• By email, to: prigovori@ekipay.rs
• Electronically through the website www.ekipay.rs
• Submitted at the location where the service is provided
• You can also contact us by phone at: +381 11 3300 300.

Please note that we are not legally obligated to consider oral complaints, but we can inform you about the ways in which a complaint can be submitted.

What should be included in the complaint?
The complaint must contain user information that can unquestionably determine the relationship with the payment institution and the reasons for submitting the complaint.

A complaint can be submitted within three years from the date your right was violated.

Next steps:
The payment institution will provide you with a written response no later than 15 days from the date the complaint is received. Exceptionally, if the payment institution cannot provide a response within the specified period for reasons beyond its control, this period may be extended by a maximum of 15 days, of which you will be notified in writing within 15 days from the date the complaint is received. The notification will include the reasons why it is not possible to provide a response within the period, as well as the final deadline by which the response will be provided.

The complaint procedure is conducted in accordance with the Law on the Protection of Financial Service Users, the decision of the National Bank of Serbia, and the internal acts of the Payment Institution.

The payment institution cannot charge a fee or any other costs for handling the complaint.

The right to file a complaint with the National Bank of Serbia
If you are dissatisfied with the response or the proposed solution, or if you have not received a response within the period provided by the Payment Institution, as a user, you can, before initiating a court dispute, file a complaint in written form, by mail or email to the address:

National Bank of Serbia, Center for Financial Service User Protection and Education, PO Box 712 or
to the email address: zastita.korisnika@nbs.rs
The user submits the complaint addressed to the Payment Institution, the response from the Payment Institution, and the documentation based on which the allegations in the complaint can be evaluated. The user can file a complaint within six months from the date of receipt of the response or the expiration of the period for its delivery.

EKI Pay doo Beograd

Payment Institution