Information on how to submit a complaint

INFORMATION ON HOW TO SUBMIT A COMPLAINT
If you believe that any of your rights have been violated in your business relationship with Erste Nekretnine d.o.o., we encourage you to first try to resolve the issue directly through verbal communication with our staff.

In most cases, this approach enables a quick and mutually satisfactory resolution. If the issue remains unresolved, please submit a written complaint as soon as possible and clearly indicate that it is a complaint. You can send your complaint in one of the following ways:
a) By email – send your complaint to enek-reklamacije@erstebank.hr from the email address you previously provided to us and which we have recorded in our system. This ensures the security and confidentiality of your data. If you contact us from a different email address, our official response containing confidential information will only be sent to the address previously provided by you. If expecting an email response, please check your junk/spam folder.
b) By mail – send a letter to the following address: Erste Nekretnine d.o.o., Ivana Lučića 2, 10000 Zagreb.

Guidelines for Submitting a Complaint
The complaint should include a detailed description of the event or situation (all relevant facts and dates) and evidence supporting its validity. If the description or evidence is incomplete, we may ask you to provide additional information. It is advisable to include your Personal Identification Number (OIB) when submitting a complaint.

We will make every effort to respond to your complaint as soon as possible, but no later than within 14 working days.

Complaints also help Erste Nekretnine d.o.o. identify opportunities to improve the quality of our services.