All clients of NLB Bank AD Podgorica (individuals and legal entities) may file a complaint.

A complaint can be submitted in several ways:

• By submitting a written or verbal complaint at one of the Bank’s branches;

• By sending an e-mail to info@nlb.me;

• By sending a complaint by post to the Bank’s address: Bulevar Stanka Dragojevića No. 46, or by submitting the complaint directly to the Bank’s archive at the same address;

• By calling the NLB Contact Center at +382 19888, on working days from 08:00 to 22:00 and on Saturdays from 08:00 to 18:00;

• Through social media – by sending a message to the official Facebook, Instagram, or Twitter profile of NLB Bank.

Regardless of the method of submission, the client is required to provide the following information:

• Full name / Company name;

• Personal ID number (JMBG) / Tax ID number (PIB);

• Telephone number;

• E-mail address or residential address if the client wishes to receive a response via e-mail or post;

• A detailed description of the issue for which the complaint is being filed.

The management, resolution, and response to client complaints fall under the responsibility of the Digital Channels Department. Contacts:

• Telephone numbers: +382 19888 and +382 20 402 000

• E-mail addresses: info@nlb.me and callcentar@nlb.me

The Bank will respond to the client’s complaint using the contact details provided at the time of submission.

The Bank is obliged to provide a response within:

• 8 days for complaints related to individuals;

• 15 days for complaints related to legal entities, except in cases where complaints are connected to consumer loans. According to Article 6 of the Consumer Credit Act, consumer loans legally include all types of loans, credit card limits, and overdrafts on current accounts.

The client may inquire about the status of their complaint through the same communication channels used for submission.

If the client is not satisfied with the Bank’s response, they may request a supplementary response via the same communication channels used to file the complaint. The Bank will reconsider the complaint and provide a new response.

If the client still believes that their rights as a client have been violated, they may contact the Banking Ombudsman or the competent judicial authorities.

The Bank is obliged to archive the client’s complaint, as well as all related documentation, in accordance with internal procedures. Additionally, telephone conversations will be recorded for the protection of clients.