Ombudsman/Complaints
Erste Group is devoted to its customers and committed to providing fast and efficient service. We appreciate and value your opinion regarding the experience you have had dealing with us.
Therefore, we welcome any comments you may have. Erste Group has established feedback channels and processes designed to enable customers to raise issues quickly and easily. If you would like to send us a complaint or suggestion, please use the information given below to choose the entity of which you are a client.
Our colleagues will address your concern.
Erste Group Bank AG
Our complaint management is always interested to hear your concerns. Your complaint, relating to a product or service that our institution provides, can be submitted by post or e-mail.
Erste Group Bank AG
Ombudsstelle
Am Belvedere 1
1100 Wien
We aim to solve your complaint as quickly as possible. In order to facilitate the process, please provide the following information:
- Your name and address
- A description of the issue
- What expectations you have from us to rectify the situation
By contacting us, you express your consent that Erste Group Bank AG will process your data in the following manner:
Depending on the entity concerned, your complaint will be either managed by Erste Group Bank AG or forwarded to the respective legal entity for handling.
If the complaint concerns Erste Group Bank AG, we will process it in line with our internal regulations and local requirements. We will respond directly to your request in a timely manner.
Shall the complaint concern a different member of Erste Group than Erste Group Bank AG, your complaint will be forwarded to the respective legal entity for solving. Once forwarded, the responsible entity will take over and contact you in due time. Erste Group Ombudsstelle will monitor the processing and timeliness of the answer communicated to you in order to comply with local legal requirements.
All information that you provide us with regard to the complaint will be stored for a period of 5 years in order to comply with Austrian legal requirements. Please note that the forwarded local complaints not concerning the Erste Group Bank AG might be stored by the respective legal entity for a different period of time depending on the local laws.
The data provided in connection with the complaint will be handled in accordance with local data protection laws. The data might be disclosed for regulatory or legal purposes to authorities as stipulated by the provision of local law.
General rules on data protection of Erste Group in Austria can be further found on our website under the following link: https://www.erstegroup.com/en/legal-information/data-protection. For details of data protection provisions outside of Austria, please contact the respective local legal entity of Erste Group.
Once you have sent a complaint, we will record it and handle it. In the final answer we will clarify what we have found and what we plan to do. Submitting complaints is free of charge.
We always do our best to find the most favorable solution to the complaint. If you consider that we have not met your expectations, you may contact an alternative dispute resolution entity:
- the Joint Arbitration Board of the Austrian Banking Industry (Gemeinsame Schlichtungsstelle der österreichischen Kreditwirtschaft).
For details on eligible complainants and the procedure, please visit http://www.bankenschlichtung.at/upload/downloads/QuestionandAnswer.pdf or contact the Gemeinsame Schlichtungsstelle der österreichischen Kreditwirtschaft, Wiedner Hauptstraße 63, A-1045 Vienna, Tel.: +43 5 90 900 118337, Website: http://www.bankenschlichtung.at/, E-mail: office@bankenschlichtung.at - the EU online dispute resolution platform, for online transactions: http://ec.europa.eu/consumers/odr/
You also have the option to contact the Austrian Financial Market Authority (Finanzmarktaufsicht) at https://www.fma.gv.at/beschwerde-und-ansprechpartner/ or take civil Action.
Erste Bank der oesterreichischen Sparkassen AG
Ombudsman page
Ombudsman Erste Bank
Ombudsman Sparkassen
Online form
Phone
- +43 (0)5 0100 - 13003 (Erste Bank), available every day 24 hours
- +43 (0)5 0100 - 28418 (Sparkassen), available every day 24 hours
Letter
Erste Bank der oesterreichischen Sparkassen AG
Ombudsstelle
Am Belvedere 1
1100 Wien
Österreichischer Sparkassenverband
Ombudsstelle
Am Belvedere 1
1100 Wien
Česká spořitelna a.s.
Ombudsman page
Online form for Call back service
Phone
- +420 800 207 207, available every day 24 hours
- +420 956 717 718, available from Monday to Friday 8:30 - 17:00
Letter
Česká spořitelna a.s.
Ombudsman
Olbrachtova 1929/62
140 00 Praha 4
Slovenská sporiteľňa, a. s.
Ombudsmann page
Online form
ombudsman@slsp.sk
info@slsp.sk
Phone
- 0850 111 888, available every day 24 hours
- +421 2 58 26 81 11, calling from abroad, available every day 24 hours
- 0915 111 888 or +421 915 111 888 calling from abroad, available every day 24 hours
- 0910 111 888 or +421 910 111 888 calling from abroad, available every day 24 hours
Letter
Slovenská sporiteľňa a. s.
Riadenie Kvality a Ombudsman
Tomášikova 48
SK-832 37 Bratislava
Banca Comercială Română
General contact page
Online form
Phone
- 0800 801 227, available every day 24 hours
- +40 21 407 4200, calling from abroad, available every day 24 hours
Letter
Banca Comerciala Romana,
Directia Customer Experience, Departamentul Suport Clienti
Bd. Regina Elisabeta, nr. 5, sector 3
Bucuresti, cod 030016
Erste Bank Hungary Zrt.
Complaint Management Policy
Online Form
Phone
- Retail and micro clients: 06-40-222-222 or +361 298 0222 from abroad, available every day 24 hours
- Corporate clients: 06-40-222-223 from abroad, Monday to Friday 8:30 - 17:00
Letter
Retail and micro clients
Erste Bank Hungary Zrt.
Central Customer Service Department
Népfürdő u. 24-26
1138 Budapest
Corporate clients
Erste Bank Hungary Zrt.
Corporate Complaint Management
Népfürdő u. 24-26
1138 Budapest
Erste & Steiermärkische Bank d.d.
General feedback page
Phone
- 072 555 555, available every day 24 hours (except on national holidays)
- 0800 7890, available every day 24 hours (except on national holidays)
- +385 51 36 55 91, calling from abroad, available every day 24 hours (except on national holidays)
Letter
Erste & Steiermärkische Bank d.d.
Služba za upravljanje kvalitetom usluge
Ivana Lučića 2
10 000 Zagreb
Erste Bank a.d. Novi Sad, Serbia
General feedback page
email Retail clients
zalbe.stanovnistvo@erstebank.rs
zalbe.mikro.preduzeca@erstebank.rs
email Corporate clients
Phone
- +381 11 201 5074, Monday to Friday 8:30 - 17:00
Letter
Erste Bank a.d. Novi Sad
Customer Experience Management
Milutina Milankovića 11b
11070 Novi Beograd