Complaints and claims resolution

Komerční Banka is committed to providing the highest level of quality of services under the Guaranteed Level of Services.

Whom can you turn to with a complaint or claim?

First level

If you are not completely satisfied with the management of your account or the services we offer, you can contact any employee of Komerční Banka to explain your complaint or claim. The best way to do this is to contact us via:

  • the branch in which your account is registered (in writing, by phone, orally)
  • the 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 a copy of it is delivered to you.

Second level – Quality and Customer Experience

If you are not satisfied with the resolution of your complaint at the first level, you can refer to the second level and address a letter or an e-mail to the Quality and Customer Experience department.

Contact information:

Komerční banka, a.s.
Quality and Customer Experience
Na Příkopě 969/33
114 07 Prague 1
e-mail: stiznostiareklamace@kb.cz

Third level – Ombudsman

In the event that the resolution proposed by the Quality and Customer Experience department did not fulfil your expections, the independent ombudsman can be contacted through a letter or an e-mail. The claims and complaints are treated in accordance with the Charter of the Ombudsman.

Contact information:

Ombudsman
Komerční banka, a.s.
Na Příkopě 969/33
114 07 Prague 1
e-mail: ombudsman@kb.cz

Find below the complete version of the Claim Settlement Regulations of Komerční Banka, a.s., and the Charter of the Ombudsman.

Financial Arbitrator, Czech Trade Inspection Authority and an entity authorised by the Ministry of Industry and Trade

In case you are a consumer, you may contact a competent administrative authority for the so-called alternative dispute resolution if you are not satisfied with the way Komerční banka handled or resolved your claim or complaint.

With regard to situations defined by Act no. 229/2002 Coll., on Financial Arbitrator, i.e. particularly with regard to disputes relating to the provision of payment services, solicitation, provision, or intermediation of consumer loans or execution of foreign exchange transactions, Financial Arbitrator shall act as the competent authority. For more information, go to www.finarbitr.cz.

Contact information:

Financial Arbiter of the Czech Republic
Legerova 69/1581
110 00 Prague 1
Tel.: +420 257 042 070
e-mail: arbitr@finarbitr.cz

In cases that do not fall within the jurisdiction of Financial Arbitrator, the Czech Trade Inspection Authority (www.coi.cz) shall have territorial jurisdiction or an entity authorised by the Ministry of Industry and Trade and published on the website of the aforementioned Ministry (www.mpo.cz).

Czech National Bank

For matters related to compliance with

  • prohibition of unfair business practices
  • prohibition of consumer discrimination
  • 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 requirements stated above.

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
Fax: +420 224 412 261
e-mail: spotrebitel@cnb.cz