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    As your partner Raiffeisenbank aims at to provide full transparency, accessibility, intelligible information and high quality products and services. It is important to us not only what we did to serve you but also how we made you feel!

    Your opinion, recommendation and feedback are exceptionally important to us!

    Thank you for helping us constantly to improve!

    How to provide feedback

    You could send your feedback, recommendation, complaint, praise, using the most convenient channel, namely:

    Feedback online forms

    By calling the phones of the Contact Center

    • 0700 10 000 (Vivacom)
    • 17 21 (A1 and Telenor)

    Calls to 0700 10 000 are at the cost of a city call on the territory of the whole country, the difference between a city/intercity call is borne by the bank. Calls to 1721 are charged as A1-A1 or Telenor-Telenor according to the subscriber’s tariff plan.

    By email or post

    Email: complaints@raiffeisen.bg

    By mail to:

    city of Sofia 1407, Lozenets,
    55 Nikola Vaptsarov Blvd., Expo 2000

    In exceptional cases and in cases where no personal data is used within the meaning of the Personal Data Protection Act and no bank secrets under the Consumer Loan Act. In other cases the letter /email/electronic message must be deposited personally at a bank's office.

    At a bank office

    Procedure for processing of complaints

    Processing of a complaint

    The feedback provided by you will be examined in detail by a team of experts at the Complaints Sector of the Quality of Service Department. You will receive automatic feedback from us that your case is being considered at the time of its entry in the Bank’s systems.

    Period for reply

    All complaints submitted to the bank will be dealt with as soon as possible and no later than 30 days after receipt.

    Complaints within the meaning of the Insurance Code will be processed within 3 days.

    Notifications within the meaning of Directive 2011/61/EC of the European Parliament and of the Council (AIMFD), as well as complaints and signals in connection with a Banking Service listed in Annex 1 of Directive 2013/36/EU of the European Parliament and of the Council or a Collective Portfolio Management Service within the framework of Directive 2009/65/EC of the European Parliament and of the Council (UCITS) will be dealt with within 10 days.

    Objections and disputes

    If, for some reason, we have failed to respond to your signal in accordance with your expectations, you may refer the dispute to a higher instance, namely the Consumer Protection Commission, the Payment Disputes Conciliation Commission, the Financial Supervision Commission, the Bulgarian National Bank and others.

    If your habitual residence is in another EU Member State, you can contact FIN-NET - an out-of-court dispute resolution network for settlement of disputes between users and financial service providers - in order to obtain the contacts of the relevant authority for out-of-court dispute resolution in your country.

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