Filing Complaints

The Law on Protection of Financial Services Users stipulates that the leasing provider is obliged to provide, at their business premises and on their website, the possibility to lodge complaints, as well as to inform the user or depositor of security about the procedure for lodging complaints and the procedure for handling complaints.

The user has the right to lodge a complaint (hereinafter: complaint) in writing to the leasing provider if they believe that the provider is not adhering to the provisions of this law, other regulations governing these services, general business terms, or good business practices relating to these services or obligations under the contract concluded with the user.

The user has the right to lodge a complaint within three years from the date when the violation of their right or legal interest occurred.

The leasing provider is obliged to provide a clear and understandable response to the complainant in writing, no later than 15 days from the date of receiving the complaint, and to inform the complainant of their right to lodge a complaint with the National Bank of Serbia in that response.

The financial service provider cannot charge the complainant any fee or other costs for handling the complaint.

If dissatisfied with the response to the complaint or if no response is provided within the specified timeframe, the complainant may, before initiating a lawsuit, file a complaint with the National Bank of Serbia in writing (hereinafter: complaint), if they believe that the leasing provider is not adhering to the provisions of this law, other regulations governing these services, general business terms, or good business practices relating to these services or obligations under the contract concluded with the user or complainant. The complainant may file a complaint within six months from the date of receiving the response.