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Complaints and claims

Komerční banka is committed to providing services of the highest quality under its service guarantee.

Whom can you turn to with your complaint or claim?

If you are ever not completely satisfied with our management of your account or our offered services, you can present your complaint or claim to any employee of Komerční banka. The best way to do this is to contact us via:

  • the bank branch where you have your account (in writing, by phone, orally)
  • the toll-free KB information line 800 521 521
  • our e-mail address mojebanka@kb.cz

If you submit your complaint in person, a written record of the meeting can be produced, and of course we will give you a copy.

Customer relations

If you are not satisfied with the handling of your complaint, you can contact our Customer Relations department in writing.

Contact information:

Komerční banka, a.s.
Customer Relations
Na Příkopě 33
114 07 Prague 1
e-mail: vztahysezakazniky@kb.cz

Ombudsman

If you are not satisfied even with the Customer Relations department's handling of your complaint, you can contact an independent ombudsman in writing, in accordance with the Charter of the Ombudsman.

Contact information:

Ombudsman
Na Příkopě 33
P. O. Box 839
114 07 Prague 1
e-mail: ombudsman@kb.cz

You will find the complete wording of the Claim Settlement Regulations of Komerční Banka, a.s., and the Charter of the Ombudsman in these attached documents.

Financial arbiter

If you are not satisfied with the handling of your complaint by Komerční banka or by the Komerční banka Ombudsman, you can contact the financial arbiter.

This is an administrative body for out-of-court settlement of disputes related to payment relationships, such as carrying out transfers of funds, billing corrections, deposit payments and use of electronic payment methods. You can find more information on the website www.finarbitr.cz.

Contact information:

Financial Arbiter of the Czech Republic
Washingtonova 25
110 00 Prague 1
Tel.: +420 221 674 600
Fax: +420 221 674 666
e-mail: arbitr@finarbitr.cz

Czech National Bank

For matters related to compliance with

  • prohibition of unfair business practices
  • prohibition of discrimination against consumers
  • rules and requirements for informing about prices of services and price setting methods
  • requirements stipulated by the Civil Code for entering into contracts regarding remotely arranged financial services

You can send your feedback, comments or complaints to the Czech National Bank, which oversees compliance with all of the above requirements.

However, the Czech National Bank does not decide about subjects of disputes; it only assesses compliance with the regulations that it enforces.

Contact information:

Czech National Bank
Independent Department for Consumer Protection
Na Příkopě 28
115 03 Prague 1
Tel: +420 224 414 359 (2887)
Fax: +420 224 412 261
e-mail: spotrebitel@cnb.cz

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