Complaint

Complaint Submission

Clients may submit complaints in written form, directly at any Bank branch, by email, or via the complaint form available on the Bank’s website.
The mailing address for submitting complaints is:
Universal Capital Bank AD Podgorica, Stanka Dragojevića bb, 81000 Podgorica (Please indicate “Complaint” on the envelope) or via email to: prigovori@ucbank.me
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Designated officers for handling complaints are available in all Bank branches during working hours. Clients may submit complaints to these officers in person.All branches have designated individuals for receiving objections, to whom users of services can submit their objections during working hours.
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Complaint should include, at minimum:The user's complaint should contain, as a minimum:
- Client’s personal details (Full name of the individual, or legal name of the company/entrepreneur, address and/or phone number for contact purposes)
- Subject and description of the event/situation/circumstances, including the reasons that caused the dissatisfaction of the service users
- Supporting documentation (if applicable)
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The Bank does not respond to anonymous complaints.  

‍DEADLINES FOR RESOLUTION OF COMPLAINTS AND RIGHTS OF SERVICE USERS
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Immediately after receiving the complaint, the Bank will confirm receipt and issue a written confirmation of receipt of the complaint to the person submitting the complaint, if the complaint is not resolved without delay.

If the complaint received is incomplete, incomprehensible or unclear, upon confirmation of receipt, the Bank will ask the complainant to supplement it within 3 (three) days of receipt of the complaint.
The bank is obliged to submit an answer within 8 (eight) working days from the receipt of the complaint, i.e. supplementing the complaint.
If it is not possible to resolve the complaint within the time limit referred to in the previous paragraph, the Bank will inform the complainant about the same, at which time it will also provide information on the approximate expected duration of the complaint resolution.

After resolving the complaint, the Authorized Person for Monitoring Business Compliance will, without delay, inform the service user of the final result, via e-mail and/or registered mail, depending on the communication channel that the service user used to submit the complaint.

In the event that the complainant is not satisfied with the Bank's response, he has further possibilities provided by law, including the right to submit a complaint to the subject for alternative dispute resolution in accordance with the regulation governing arbitration.