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Complaint management at Raiffeisen Bank Kosova

Creating positive experiences in every interaction you have with us is the primary goal of Raiffeisen Bank in Kosovo. We ensure that each of your requests and complaints is handled professionally and within the prescribed timeframes in order to provide a fair solution for you.

Feedback about your experience using our products and services helps us better understand your needs and improve the services and products we offer you. If we have failed to meet your expectations or if you have a reason to file a complaint with us, please contact us. We appreciate every response and treat each comment and complaint from you with seriousness.

Please fill in the following information online so that we can handle your case:

  • Indicate your first name, last name, contact number and full address.
  • Describe your issue in detail.
  • Fields marked with * are mandatory..

Submit complaint

Information marked with * is required.
Terms and Conditions

By pressing/clicking the "Continue" button, I explicitly agree and give my consent to the Bank, in accordance with Law No. 06/L-082 on Personal Data Protection...

By pressing/clicking the "Continue" button, I explicitly agree and give my consent to the Bank, in accordance with Law No. 06/L-082 on Personal Data Protection and the European Union Regulation 2016/679 (GDPR), to process my personal data mentioned above as well as any data that may become known later, to be exchanged and used by Raiffeisen Bank, members of the Raiffeisen Banking Group and companies contracted by Raiffeisen Bank, to process the submitted application and to contact me in writing, by telephone and/or via electronic mail at the address indicated above, in order to send me appropriate and personalized offers1 through the profiling process and/or notifications related to the products and services offered.
* I confirm that I am aware that I am not obliged to give my consent for direct marketing/profiling and I am aware that at any time I have the right to withdraw this consent and in that case my data will not be used for the above-mentioned purpose. I confirm that all the information provided above is true, complete and accurate, and I declare that I have voluntarily made my personal data available to the Bank.1Individual offers are designed specifically for you based on an understanding of your economic needs through a process called profiling. Profiling involves automated analysis of your personal data and other information. Based on such processing, we reach conclusions regarding your economic or financial needs, your financial responsibility and other characteristics that we analyze when creating such offers.

If you do not prefer to address your complaint via the online form, please consider the following alternatives for submitting your complaint:

  • Call the Contact Center at the toll-free number 080050223;
  • Send a toll-free SMS to the number 50223;
  • Send an e-mail to customer.service@raiffeisen-kosovo.com (include: your first name, last name, contact number and describe your issue);
  • Visit the nearest branch to speak with branch staff or fill in the form located at the Complaints Corner in each Raiffeisen Bank branch;
  • Send a message via the bank’s official social media profiles on Facebook and Instagram;
  • Send the complaint by post: Complaints Handling Unit, Raiffeisen Bank Kosovo, Head Office, Rr. Robert Doll No. 99, 10000 Prishtina.

For any submitted complaint, you will receive a confirmation message by e-mail or the contact number provided during the complaint processing. Of course, for complaints submitted at any Raiffeisen Bank branch you may request confirmation of the complaint you filed.

We will strive to handle your complaint as quickly as possible, but please be informed that the handling time may take up to 15 working days, depending on the complexity of your complaint. If your matter requires more time, we will contact you to inform and update you on the status of your case.

If you are not satisfied with the resolution provided to your complaint, you have the right to:

  • Submit a complaint to the Central Bank of the Republic of Kosovo (BQK);
  • Use alternative dispute resolution mechanisms, such as mediation or arbitration, only if the parties agree to their use in the contract.;
  • Exercise your rights through the competent courts.All received complaints are treated as a priority by the bank, ensuring careful and professional review.

All received complaints are treated as a priority by the bank, ensuring careful and professional review.

Why Raiffeisen Bank?

There are many reasons why Raiffeisen Bank is the right partner when choosing a credit card. These are the main advantages:

130 years of banking tradition

Raiffeisen Bank in Kosovo is part of Raiffeisen Bank International, carrying the same values as the parent company. Raiffeisen stands for security and stability.

The largest bank in Kosovo

Raiffeisen Bank is the biggest bank in Kosovo, based on all financial indicators. This is the result of the continuous trust of our clients and our commitment to providing the best services.

Innovation and support

We rely on continuous innovation to provide you with an easy and stress-free banking experience. With the largest branch network and advanced digital platforms, we are with you 24/7.