Complaints and claims

• When you are not satisfied with us.
• When you feel the bank failed to comply with a contract.
• When you wish to lodge a claim in connection with fees or services.
• When you wish to make a complaint about a bank employee.

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

Alternatively, you can contact us in writing at the following address: 

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.

You can find more options for resolving consumer disputes on the website http://ec.europa.eu/consumers/odr/ (online dispute resolution platform). For more information, please refer to the Claims Settlement Rules of KB - section regarding extrajudicial  resolution of consumer disputes, ČNB, ČBA.