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Complaints

INFORMATION ON THE COMPLAINT SUBMISSION PROCESS

If you believe that you have been negatively affected in dealings with the Erste Card Club we suggest that you attempt to resolve the incident/situation directly and in person with employees of the Erste Card Club. In most cases the incident/situation will be resolved quickly and efficiently to the satisfaction of both parties.

If even after a discussion the incident has not been resolved, we kindly ask you to submit a formal written complaint as soon as possible, please indicate that a complaint is in question and deliver it to us via one of the following channels:

•    send us an e-mail
•    submit a written complaint to the employee in the branch, Zagreb, Praška 5 who will confirm its receipt in a written form
•    send a letter to:

Erste Card Club d.o.o.
Praška 5
10 000 Zagreb

Detailed instructions on the complaint filing process can be found in Opći uvjeti of Erste Card Club. These documents apply to the business relationship (between client and Erste Card Club) to which the complaint refers.  
The complaint should consist of a detailed account of the incident/situation as well as any evidence which will serve as proof of the incident. We kindly ask you to make sure the submitted complaint and additional documentation is complete otherwise the resolution process could take longer than usual.
It is desirable that when filing the complaint to specify your OIB and your telephone number.
We will do our best to reply to your complaint as soon as possible. In cases of extremely complex complaints or if the complaint involves third parties, the resolution process may take longer than usual. We ask for your patience in these types of situations.
Complaints also aid the Erste Card Club in recognizing opportunities to improve the quality of our services.
Note: There is a possibility that the our response ends up in the junk/spam mail so please check these folders within your e-mail account.
 
What to do if you are dissatisfied with the way we resolved your complaint?
If you’re dissatisfied with how we handled your complaint, you can also send us a written complaint to the following address:

Erste Card Club d.o.o.
Praška 5
10 000 Zagreb