STEP-BY-STEP ROUTE · BANKING & TAXES
Complaint about a bank or payment service
Follow the official consumer-protection route for a dispute with a bank, payment institution or e-money issuer.
Free step-by-step guide
This guide is based on official sources. Requirements, forms and local procedures may change, so open the link in the relevant step and check the current version before filing.
Open a step to see the action and its relevant official link. Required documents may depend on your case; check the list for your grounds before filing.
My step checklist and print guide
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01Preserve transaction evidence
What to do
Record the date, amount, currency and disputed-payment reference. For suspected fraud, contact the bank immediately to block access; do not wait for complaint handling.
Where to go
Your bank's or payment provider's support.
What to prepare
- Statement, receipt, agreement and correspondence
First identify your route
- Dispute about a banking or payment service.
- The provider did not answer a written complaint.
- You need the next official NBS or mediation step after the provider response.
02Send a written complaint to the provider
What to do
Identify the disputed transaction, reason and requested remedy. Use the bank's official complaints channel and keep delivery evidence.
Where to go
The bank or provider supplying the service — not NBS first.
What to prepare
- Complaint and dispatch / receipt confirmation
Example enquiry
An illustrative example, not an official form. Use the prescribed form where required.
To [bank]. Transaction [date, amount, reference] has the following issue: [description]. Please [investigate / correct / refund specified amount] and reply in writing. Attachments: [evidence]. Name, contact, date. This is a draft, not an official form.
03Check the reply and NBS submission conditions
What to do
The provider's standard reply period is 15 days. If the reply is unsatisfactory or overdue, check the NBS form's conditions, including any court proceedings.
Where to go
NBS financial-services consumer protection.
What to prepare
- Initial complaint, receipt evidence and reply if available
04Submit the NBS form or request mediation
What to do
Use the bank/payment-service form and attach the complaint history. Mediation has a separate form. The NBS procedure is free; keep the reference and respond to evidence requests.
Where to go
The official NBS forms below.
What to prepare
- Form, agreement, statements and complaint history
Translation and filing
Translation and certification
Before translating a foreign-issued record, ask the receiving institution whether it needs a Serbian translation by a court-certified translator (sudski tumač), whether an apostille/legalization is required, and in which order. Requirements differ by country and document. An ordinary or automatic translation is not a certified translation when certification is required.
What happens next
File only through the confirmed method. Keep a copy of the submission, case/application number and proof of receipt. Ask how to check status, when to expect a reply and what to do if more information is requested.
Document overview and case variants
What may be required
- Agreement/service terms
- Statement or transaction evidence
- Written complaint to the provider
- Provider response if received
- Messages and other relevant evidence
Compare this list with the documents in each step and the chosen authority's requirements. You can read the guide and prepare the package yourself without submitting a request.
Common variants
- Dispute about a banking or payment service.
- The provider did not answer a written complaint.
- You need the next official NBS or mediation step after the provider response.
The correct variant can only be confirmed after checking your status, documents and the authority's requirements.
What Serbia 360 can prepare — result preview
RESULT PREVIEW
What you receive if you order preparation
Before paying, you can see what the paid work actually delivers. The free guidance remains available whether or not you order anything.
Route, official sources, preliminary document list and a clear next step.
Work completed in the specimen case:
- Prepared: Completed bank transaction complaint
- Prepared: Completed disputed duplicate-debit table
- Check the transactions and sign the complaint.
- Submit through the agreed bank channel.
Open the full specimen, copy its text or download the document. Required authority forms follow that institution’s rules; certification is performed by an authorised professional.
Package contents and review sheet · How to use the prepared output
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Serbia 360 helps organize documents and administrative steps. We do not make decisions for public authorities and do not replace a lawyer, notary, doctor or consulate where professional involvement is required.