Complaints

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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 or +355 (5) 2 293 001

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 e-banking token or 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, and on Saturdays from 09:00 to 15:00, or e-mail us at info@procredit-group.com.

Personal customer information obtained during phone calls made between 18:00 and 08:00 the following day (Monday to Friday) and from 15:00 Saturday to 08:00 Monday, and also on Albanian official holidays, is processed by the Kosovo-based subsidiary of the German IT company Quipu GmbH. 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:

  • Post it in Complaints Box, which is located at every ProCredit Bank branch.
  • You can contact any member of our staff at your nearest ProCredit Bank branch or at our Head Office.
  • You can call us on: +355 (0) 4 2 389 389
  • E-mail us at: kujdesindajklientit@procredit-group.com or informacion@procredit-group.com

How long must I wait for a response?

Our Customer Care team will review your suggestion immediately and reply within fifteen 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 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.