You are important to us and we want your experience with ProCredit Bank to be unique, professional and satisfactory.
Our goal is to provide you with high quality services that satisfy your banking needs and contribute towards a long-term relationship.
Your opinion is therefore very important in helping us to improve the quality of our services.
If you have a complaint, question or concern to share with us, please contact ProCredit Bank at:
kujdesindajklientit@procredit-group.com or informacion@procredit-group.com
You can also call us at +355 (0) 42 389 389
You can directly connect to the Contact Centre and obtain information about our banking services. Our professional staff at our Contact Centre will be pleased to provide you with information about our banking and financial services.
In order to block your card, you can call us 24 hours a day, 7 days a week. For other services, you can contact us from 08:00 to 18:00, Monday to Friday, or e-mail us at informacion@procredit-group.com.
Personal data of the client that are processed through calls during the timeframe: From 18:00 until 08:00 of the next day (from Monday to Friday) and from 00:00 on Saturday until 08:00 on Monday, as well as during the official holidays in Albania, will be processed by ProCredit Bank Kosovo. The Bank ensures that customer data is adequately safeguarded and protected in accordance with Law no. 9887, dated 10.03.2008, as amended “ON PROTECTION OF PERSONAL DATA” as well as instruction no. 19, dated 03.08.2012 “ON THE REGULATION OF THE RELATIONSHIP BETWEEN THE CONTROLLERS AND PROCESSORS IN CASE OF DELIVERY OF DATA PROCESSING AND USE OF A TYPE CONTRACT IN CASES OF DELEGATION”.
Complaints / Suggestions
What constitutes a “suggestion”?
Suggestions can include ideas and opinions, the application of which could lead to better and more suitable services for you.
What constitutes a “complaint”?
Any negative experience of, or dissatisfaction with, the services that the bank offers, its communication, or improper behaviour by its staff.
Where can I send my suggestion/complaint?
We have at your disposal a standard format that you can fill in and submit it to us in the following ways:
How long must I wait for a response?
The Bank will review your suggestion immediately and reply within 15 business days.
We try our very best to meet this timeframe; however, if for some reason we cannot provide you with a response, you will be notified through an official letter, e-mail or by phone. In accordance with our Customer Care framework, we will also provide you with the reason for the delay and let you know when you can expect a response.
In case interested individuals wish to lodge a complaint after receiving a response from the bank, they can also contact the Bank of Albania at the email address: public@bankofalbania.org
