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When you are not satisfied with us
You can contact us online, by telephone or in person
You can address your claims or complaints at any branch of Komerční banka.
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If you are not satisfied with current account provision or offered services, you can make a complaint. We will resolve it within 30 calendar days. In the event it concerns payment services, it will be resolved within 15 working days. For this purpose, you can use the below form. If you wish to find out more about the resolution of claims and complaints, click here.
The resolution of claims and complaints is governed by our claims settlement regulations.
Requests for information, advice or negotiations regarding fees – the aforementioned situations do not constitute complaints, even if they are addressed to a department that normally deals with complaints. The same applies to any requests for verification or clarification of procedures associated with the processing of any transaction.
In order to identify you, we will need your personal data. Please describe the relevant situation carefully and prepare any documents that might prove that we (as a bank) were at fault. You can email these documents to us or deliver them in person at a KB branch.
Feel free to propose a solution that you require. It will speed up the entire claims handling process.
We will acknowledge the receipt of your complaint. We will then thoroughly investigate it and notify you in the same manner in which you originally contacted us. If you wish, we can also contact you in another way.
We will notify you of the outcome of your claim or complaint no later than 30 calendar days. In case of claims relating to payment services, we will contact you within 15 working days.
For card-related claims and complaints, the relevant deadlines comply with the rules of individual card associations (Visa, Mastercard).
If you are not fully satisfied with the resolution of your claim or complaint, you can contact us by email at: stiznostiareklamace@kb.cz
Alternatively, you can contact us in writing at the following address:
Komerční banka, a.s. Kvalita a zákaznická zkušenost nám. Junkových 2772/1 155 00 Praha 5 - Stodůlky
If you do not agree with the way your claim or complaint was resolved by Quality and Customer Experience, you can contact an independent ombudsman of the KB Group by email at ombudsman@kb.cz
Komerční banka, a.s. Ombudsman Skupiny KB nám. Junkových 2772/1 155 00 Praha 5 - Stodůlky
Ombudsman’s activities are governed by the Ombudsman Charter.
Leave it all up to us. Leave your contact information – we will call you back.
We are committed to resolving all disputes amicably. In the event you are not fully satisfied with the outcome of your claim or complaint, feel free to contact an independent ombudsman.
Ombudsman nám. Junkových 2772/1 155 00 Praha 5 – Stodůlky
We will be happy to help with any problem
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