Mediation/alternative consumer dispute resolution

HPB is the first bank in Croatia to commit itself to alternative consumer dispute resolution.

HPB is the first bank in Croatia to introduce the option that the customers who have not in the direct contact with the Bank resolved their complaints may opt for one of the three bodies for alternative consumer dispute resolution:

Croatian Mediation Association
Centre for Mediation, Negotiation and Dispute Resolution
Teslina 1/I, 10 000 Zagreb
e-mail: info@mirenje.hr
www.mirenje.hr

Mediation Centre at the Croatian Chamber of Economy
Rooseveltov trg 2, 10 000 Zagreb
e-mail: mirenje@hgk.hr
www.hgk.hr

Court of Honour at the Croatian Chamber of Economy
Rooseveltov trg 2, 10 000 Zagreb
e-mail: sudcasti@hgk.hr
www.hgk.hr

If you are a consumer you may then propose mediation in accordance with the provisions of the law governing mediation or initiate alternative resolution of domestic and cross-border disputes in accordance with special regulation applied to alternative consumer dispute resolution.

If you have, as a consumer, entered with the Bank into a contract on online sale or services you are entitled to submit a complaint to the online dispute resolution platform.
The link to the online dispute resolution platform (ODR platform) is: https://ec.europa.eu/consumers/odr/main/

The Bank has enabled efficient and less costly consumer dispute resolution and in this manner improved consumer protection system.  Accepting alternative consumer dispute resolution, the Bank is seeking to resolve a dispute amicably with a consumer, without instituting a lawsuit which proves longer and more costly for both a customer and the Bank.

By systematic service quality management, the Bank is continuously reducing the number of complaints, and the majority of them, more than 70%, have been resolved by the Bank’s employees within 24 hours i.e. as first contact resolution. According to relevant customer satisfaction surveys, HPB occupies high position according to their references, and by better quality of service and more efficient complaint management system we want to justify the trust of 600 thousand customers.