Ombudsman/Complaints

Erste Group is devoted to its customers and committed to providing fast and efficient service. We appreciate and value your opinion regarding the experience you have had dealing with us.

Therefore, we welcome any comments you may have. Erste Group has established feedback channels and processes designed to enable customers to raise issues quickly and easily. If you would like to send us a complaint or suggestion, please use the information given below to choose the entity of which you are a client.

Our colleagues will address your concern.

Erste Group Bank AG

Our complaint management is always interested to hear your concerns. Your complaint, relating to a product or service that our institution provides, can be submitted by post or e-mail. 

Erste Group Bank AG
Ombudsstelle
Am Belvedere 1
1100 Wien 

ombudsstelle@erstegroup.com

 

We aim to solve your complaint as quickly as possible. In order to facilitate the process, please provide the following information:

  • Your name and address
  • A description of the issue
  • What expectations you have from us to rectify the situation

By contacting us, you express your consent that Erste Group Bank AG will process your data in the following manner:

Depending on the entity concerned, your complaint will be either managed by Erste Group Bank AG or forwarded to the respective legal entity for handling.

If the complaint concerns Erste Group Bank AG, we will process it in line with our internal regulations and local requirements. We will respond directly to your request in a timely manner. 

Shall the complaint concern a different member of Erste Group than Erste Group Bank AG, your complaint will be forwarded to the respective legal entity for solving. Once forwarded, the responsible entity will take over and contact you in due time. Erste Group Ombudsstelle will monitor the processing and timeliness of the answer communicated to you in order to comply with local legal requirements. 

All information that you provide us with regard to the complaint will be stored for a period of 5 years in order to comply with Austrian legal requirements. Please note that the forwarded local complaints not concerning the Erste Group Bank AG might be stored by the respective legal entity for a different period of time depending on the local laws.  

The data provided in connection with the complaint will be handled in accordance with local data protection laws. The data might be disclosed for regulatory or legal purposes to authorities as stipulated by the provision of local law.

General rules on data protection of Erste Group in Austria can be further found on our website under the following link: htts://www.erstegroup.com/en/data-protection. For details of data protection provisions outside of Austria, please contact the respective local legal entity of Erste Group.   

Once you have sent a complaint, we will record it and handle it. In the final answer we will clarify what we have found and what we plan to do. Submitting complaints is free of charge.

We always do our best to find the most favorable solution to the complaint. If you consider that we have not met your expectations, you may contact an alternative dispute resolution entity:   

You also have the option to contact the Austrian Financial Market Authority (Finanzmarktaufsicht) at https://www.fma.gv.at/beschwerde-und-ansprechpartner/  or take civil Action.

Erste Bank der oesterreichischen Sparkassen AG

Ombudsman page

Ombudsman Erste Bank
Ombudsman Sparkassen

Online form

Online Formular

email

ombudsstelle@erstebank.at

Phone

  • +43 (0)5 0100 - 13003 (Erste Bank), available every day 24 hours
  • +43 (0)5 0100 - 28418 (Sparkassen), available every day 24 hours

Letter

Erste Bank der oesterreichischen Sparkassen AG
Ombudsstelle
Am Belvedere 1
1100 Wien

Österreichischer Sparkassenverband
Ombudsstelle
Am Belvedere 1
1100 Wien 

Česká spořitelna a.s.

Ombudsman page

Ombudsmann

Online form for Call back service

Call back

email

firemniombudsman@csas.cz

Phone

  • +420 800 207 207, available every day 24 hours
  • +420 956 717 718, available from Monday to Friday 8:30 - 17:00

Letter

Česká spořitelna a.s.
Ombudsman
Olbrachtova 1929/62
140 00 Praha 4

Slovenská sporiteľňa, a. s.

Ombudsmann page

Ombudsmann

Online form

Online form

email

ombudsman@slsp.sk
info@slsp.sk

Phone

  • 0850 111 888, available every day 24 hours
  • +421 2 58 26 81 11, calling from abroad, available every day 24 hours
  • 0915 111 888 or +421 915 111 888 calling from abroad, available every day 24 hours
  • 0910 111 888 or +421 910 111 888 calling from abroad, available every day 24 hours

Letter

Slovenská sporiteľňa a. s.
Riadenie Kvality a Ombudsman
Tomášikova 48
SK-832 37 Bratislava

Banca Comercială Română

General contact page

Contact

Online form

Make a complaint

email

contact.center@bcr.ro

Phone

  • 0800 801 227, available every day 24 hours
  • +40 21 407 4200, calling from abroad, available every day 24 hours

Letter

Banca Comerciala Romana,
Directia Customer Experience, Departamentul Suport Clienti
Bd. Regina Elisabeta, nr. 5, sector 3
Bucuresti, cod 030016

Erste Bank Hungary Zrt.

Complaint Management Policy

Download

Online Form

Online Form

email

erste@erstebank.hu

Phone

  • Retail and micro clients: 06-40-222-222 or +361 298 0222 from abroad, available every day 24 hours
  • Corporate clients: 06-40-222-223 from abroad, Monday to Friday 8:30 - 17:00

Letter

Retail and micro clients
Erste Bank Hungary Zrt.
Central Customer Service Department
Népfürdő u. 24-26
1138 Budapest

Corporate clients
Erste Bank Hungary Zrt.
Corporate Complaint Management
Népfürdő u. 24-26
1138 Budapest

Erste & Steiermärkische Bank d.d.

General feedback page

General feedback

email

vasemisljenje@erstebank.hr

Phone

  • 072 555 555, available every day 24 hours (except on national holidays)
  • 0800 7890, available every day 24 hours (except on national holidays)
  • +385 51 36 55 91, calling from abroad, available every day 24 hours (except on national holidays)

Letter

Erste & Steiermärkische Bank d.d.
Služba za upravljanje kvalitetom usluge
Ivana Lučića 2
10 000 Zagreb

Erste Bank a.d. Novi Sad, Serbia

General feedback page

General feedback

email Retail clients

zalbe.stanovnistvo@erstebank.rs
zalbe.mikro.preduzeca@erstebank.rs

email Corporate clients

zalbe.preduzeca@erstebank.rs

Phone

  • +381 11 201 5074, Monday to Friday 8:30 - 17:00

Letter

Erste Bank a.d. Novi Sad
Customer Experience Management
Milutina Milankovića 11b
11070 Novi Beograd