Your rights when using HPB products and services
Key information for you.
Information before entering into cooperation
In order to easily choose the products and services that best suit you, HPB will provide you with key information in a clear format, separate from the marketing content.
Before establishing a business relationship, you can access the information:
At the web page www.hpb.hr/en
At HPB branch offices
By calling a HPB Contact Center on the free
telephone number
0800 472 472
By e-mail at hpb@hpb.hr
Your rights
When entering into cooperation
Before entering into a contract, HPB is required to provide you with all product and service information so that you can compare different offers before making the decision to enter into a contract.
All the essential terms and conditions of the contract stating your and the Bank’s rights and obligations with the needed clarifications will be available to you, and HPB will draft the contract without charge at your request.
After entering into cooperation
During the term of the contractual relationship, HPB will notify you once a year (or in an agreed manner) about the status of the loan and the deposit, and it will also inform other persons associated with the loan (co-debtors, guarantors, lien debtors). If the terms and conditions change 15 days prior to the start of the contract’s application, we will inform you and provide an explanation.
In case of delays in payment of loan commitments and failure to reach an agreement on payment arrangements within two months, HPB will inform other persons associated with the loan about the outstanding loan debt and give them 15 days to settle the obligation.
Any changes to HPB’s general terms and conditions are available in branch offices and are published on the official website www.hpb.hr
Objections and complaints
Pursuant to the provisions of Article 309(4) of the Credit Institutions Act and HNB’s Guideline on Resolving Customer Objections/Complaints, employees of the Service Quality Management Office will objectively and fairly analyze any client objections and complaints and seek to resolve them as soon as possible.
Legal deadlines for resolving objections and complaints
All products and services are regulated by the Payment System Act.
All types of transaction accounts (current account, giro account, special purpose account), payment instruments (credit cards, internet banking, mHPB, SMS/e-mail service).
Electronic money in the way it is regulated by the Electronic Money Act (VISA prepaid card).
Other banking and financial products and services in accordance with the Consumer Protection Act (loans, safes, investment and ancillary services, etc.).
Objections and complaints received by the Bank through the Croatian National Bank or other competent body or association.
If the problem is not resolved within the legal deadline, the objector/complainant will be informed of the reasons for the delay and the deadline in which the Bank’s response can be expected.
Laws that protect your rights
