We would like to inform you that the registered office of Banca Comerciala Romana SA was changed from Regina Elisabeta Boulevard, no. 5, sector 3, Bucharest to 15th Calea Victoriei, 3rd district , postal code 030023, Bucharest

Dear Client,

It is very important for the Romanian Commercial Bank to offer to its clients the possibility of communicating easily and quickly.

We apologize for any inconvenience which may have appeared in the relationship with the bank, but signaling such inconveniences will help remedy any issue and will improve the services we provide.

Regardless of the way you choose to communicate with us, we will take over your message and we will act so as to minimalize any inconvenience or discomfort occurred.

You can find below the means of conveying your complaints.

Thank you for your collaboration,

BCR

In which situations can you make a complaint?

Please inform us at any moment you consider that the bank created some inconvenience regarding the following:

  • The products and services offered
  • The behavior of our employees
  • Any situation that can be considered as a breach or deviation from the legal and contractual terms

Our procedure does not cover complaints regarding the following:

  • The products characteristics, acknowledged upon signing the contractual documents
  • The level of costs / fees charged by the bank for the purchased products
  • The products and services provided by third parties (e.g.: BCR Leasing, BCR Asigurări de viaţă)

We will check all complaints received, paying maximum attention to each of them. We are trying to have a balanced and correct vision of the situation presented. After the analysis of the situation, we will send to you our point of view, irrespective of the nature of the complaint, be it substantiated, unsubstantiated or not connected to our activity. 

Misunderstandings can often be resolved in an informal framework. Do not hesitate to contact the branch employees with whom you collaborate on various business activities: they are prepared to settle any of the problems at that very moment; if that is not the case, please send us your complaint.

How can you send us a complaint?

It is easy to contact us. You can use any of the following means:

  • Personally, in any of our braches – talk to one of our employees
  • In writing: BCR headquarters, Retail Distribution Division - Customer Support Office, no. 5, Regina Elisabeta Blvd, 3rd district, Bucharest, code 030016
  • By phone: 0800801BCR (0800801277)
  • Through e-mail: contact.center@bcr.ro.

What shoud you take into consideration?

In order to settle the received complaint quickly, we ask you to send to us the following documents:

  • The description of your complaint: relevant information and details (e.g.: the involved branch, date, account number, amounts, the names of the ones you discussed with, etc.)
  • Copies of the documents you consider relevant and which will not be returned. You always have to keep the originals of your documentation.
  • You contact information: full name (personal identification code, company registration number, by case), address and phone number

Do not provide your security information such as your PIN, password or the security code.
 

 

If the data provided by you is not sufficient, we shall not be able to respond to your request.

The complaints whose initiators cannot be identified or whose manner of expressing is considered to be vulgar will not be taken into consideration and will be considered “case closed”.

Synchronization is important so we kindly request you to send your complaint as soon as possible, in order to reduce the time of check how the event took place

  • Complaints can also be submitted by a third party who acts on your behalf – a legal representative, with the condition that this person has a power of attorney.

Dealing with claims on the capital market?

If your claim refers to capital markets, please take into consideration the information below:

What happens after the complaint is filed?

When the complaint is filed, the settling stage starts:

1. You register you complaint

  • You will receive a register number

2. We shall investigate and we shall do the following:

  • All the complaints will be treated as confidential, in compliance with the legislation.
  • We shall treat every issue with integrity and respect.
  • We shall investigate any issue thoroughly and objectively.
  • We shall acknowledge when we make a mistake and we shall implement the remediation measures as fast as possible.
  • We shall seek measures in order to prevent recurrent incidents.

3. We shall come back to you with one of the following:

  • With the answer which will contain the result of our investigation, the bank’s position and the actions which are to be taken
  • If we reject your complaint/request, our refusal will be substantiated.

We aim at answering to all of our clients within the shortest time possible. However, if a complaint is very complex, it may require an extended assessment period. In such a case, you will be duly notified.

We ask you to take into consideration that the investigation of the complaints regarding cards may take longer, due to the fact that this represents the object of international regulations.

We shall communicate with you, at any given moment, clearly, respectfully and in a manner easy to understand.

For complete information on the complaint handling process, please see the information below:

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George
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