Customer Satisfaction
Share your questions, objections or complaints with us. Here you will find the available submission methods, response times and a downloadable form.
Your Opinion Matters to Us
D Commerce Bank strives to provide its customers with the highest quality of service. Your satisfaction with the D Commerce Bank products and services you use is our highest priority, so if you encounter difficulties, have questions or wish to raise an objection or complaint, you can share them with us.
How Can I Submit an Enquiry, Objection or Complaint?
You can submit an enquiry, objection or complaint in writing, either in free text or by using the Customer Form. The form is available at every Bank branch and in the section below.
Customer Form
Download and complete the form, then submit it using one of the methods listed.
How Long Will It Take to Receive a Response?
For a complaint concerning the provision of payment services, you will receive a response within 15 business days of its receipt by the Bank. If necessary, where the Bank cannot respond within the stated period, you will be informed of the reasons for the delay and the deadline by which you will receive a decision. This deadline may not exceed 35 business days from receipt of the complaint.
Where a complaint concerns a loan to an individual, the Bank will reach a decision and notify you of it in writing within 30 days of receiving the complaint.
How Will I Receive the Response?
You will receive the Bank’s official response through the same channel you used to submit the relevant enquiry, objection or complaint. If you prefer another method of notification, please specify it when submitting your complaint.
What If You Are Not Satisfied with Our Position?
Where an enquiry, complaint or objection concerns loans to individuals, you may lodge a complaint with the Bank or with the Sectoral Conciliation Commission for disputes in the field of financial services, including distance financial services relating to consumer and mortgage loans, under the Commission for Consumer Protection, at: Sofia, 1 Vrabcha St, floors 3, 4 and 5; website: kzp.bg; tel.: +359 2 933 05 65; or at the relevant regional centres.
If your objection or complaint concerns payment services you have used and the Bank has not issued a decision within the time limits stated above, or if you are not satisfied with the decision, you may refer the dispute to the Payment Disputes Conciliation Commission under the Commission for Consumer Protection at: Sofia 1000, 1 Vrabcha St, floor 4; tel.: +359 2 933 05 65; websites: kzp.bg and abanksb.bg/pkps.
