When providing customer service, First Investment Bank AD (Fibank, the Bank) aims to maintain and develop high professional standards, tailored to individual customer needs, and give due consideration to each particular case.

The quality of the services we offer is our top priority and if for any reason you remain unsatisfied, please do not hesitate to let us know. In order for us to be of assistance in such cases, it is necessary to submit a written complaint to the Bank, keeping in mind the following:

WHO MAY FILE A COMPLAINT?

We will respond to all our customers. However, we advise you to first contact our employees at the office where you usually do your banking. It is possible that the issue is of an operational nature and can be resolved on the spot.

Customer complaints regarding insurance services where the Bank acts as an intermediary/insurance agent (e.g. offered by Fi Health Insurance AD), shall be accepted and forwarded to the insurer for consideration, of which Fibank shall notify the customer. Consideration of complaints addressed to the insurer should be distinguished from the consideration of insurance claims for payment, as well as from other requests regarding the performance of the insurance contract, or requests for information or clarifications, which should be addressed directly to the insurer, according to the insurance documents.

Complaints from persons that are not customers of First Investment Bank AD shall only be considered when received from their servicing bank. For example, the holder of a bank card issued by another bank who has a complaint about a Fibank ATM transaction should submit their complaint via their servicing bank who has issued the card.

Customers carrying out transactions through other payment service providers where Fibank acts as an agent (e.g. Western Union) should contact such payment service providers, using their respective complaint procedures.

 

WHERE YOU CAN FILE A COMPLAINT?

• At any Fibank office;

• By email at: complaints@offices.fibank.bg.

After being received at Fibank, the complaint shall be forwarded for consideration immediately, or if it was received outside working hours – on the next working day.

WHAT SHOULD IT CONTAIN?

Your complaint should contain:

• Your names and Personal ID No. If you are a representative of a legal entity – also the name and UIC of such entity;
• Your residence address/mailing address, phone, email;
• Description of the reason for the complaint.

NOTE: First Investment Bank AD shall not consider anonymous complaints.

In order for us to be of assistance, your complaint must be clearly formulated and written in Bulgarian or English. You may attach any supporting documents to your complaint.

HOW SHALL WE HANDLE YOUR COMPLAINT?

• We shall immediately forward it for review by competent staff.
• We shall look at it objectively, taking into account all facts and circumstances.
• If necessary, we shall contact you in order to obtain additional data or documents.
• We shall prepare a legally justified and objective opinion on your complaint within a short period of time (up to 15 working days for complaints related to payment services, and up to 30 days for complaints related to consumer loans or retail mortgage loans, from the date of receipt of the complaint and all supporting documents), unless an extension of this period is required, of which we shall notify you in writing.
• In the event that your complaint is outside our competence, we shall inform you, wherever possible, of the steps to be taken.
• If your complaint is justified, we shall take the necessary action, e.g. refund a disputed transaction amount, as well as take the necessary measures to prevent similar cases in the future.

WHAT IF YOU ARE NOT SATISFIED WITH OUR OPINION?

• If your complaint falls within the scope of the Payment Services and Payment Systems Act, you may refer the case to the Payment Dispute Conciliation Commission under the Consumer Protection Commission;

• If your complaint relates to a consumer credit agreement, including remotely provided financial services involving consumer or mortgage loans, you may refer the case to the Sectoral Conciliation Commission for handling disputes in the field of financial services under the Consumer Protection Commission at the following address:

1000 Sofia, 1 Vrabcha Street; phone: + 359 2 933 05 65;

email: adr.finmarkets@kzp.bg; website: www.kzp.bg

or at the addresses of the respective regional centers

• If your complaint relates to services and activities involving transactions in financial instruments, including remotely provided, you may refer the case to the Sectoral Conciliation Commission for handling disputes in the field of services and activities under Art. 6, para. 2 and 3 of the Markets in Financial Instruments Act and services and activities under Art. 86, para. 1 and 2 of the Collective Investment Schemes and Other Undertakings for Collective Investments Act, under the Consumer Protection Commission at the following address:

1000 Sofia, 1 Vrabcha Street, phone: +359 2 933 05 90;

email: adr.finmarkets@kzp.bg; website: www.kzp.bg

• For agreements made online, you can use the Online Dispute Resolution (ODR) platform at:

http://ec.europa.eu/odr

It is our desire that Fibank remains your preferred partner when using banking products and services. Your satisfaction is our main priority, as evidenced by this procedure. It was approved by the Management Board of the Bank as the shortest possible path, in line with regulatory requirements, for your complaint to reach us and receive the necessary attention.