Suggestions and complaints

Suggestions and complaints

Dear users,

iPay See d.o.o. (hereafter: the Institution), in its business activities, does everything in its power to provide excellent service to all its existing and future clients, and build a transparent relationship to the satisfaction of all parties. Your opinion is of great importance and each of your complaints, suggestions or pieces of advice is carefully considered since our goal is to continuously improve the quality of our services because of you, our clients. The text below represents the instructions for lodging a complaint, which shall explain in more detail the rights you have according to the Law on Payment Services and the Law on Protection of Financial Services Consumers.

We recommend you to notify us at any time if you believe the Institution has made an error in its cooperation with you.

A user has the right to lodge a written complaint with the Institution if he/she believes the Institution has failed to follow the provisions of the Law on Protection of Financial Services Consumers, Law on Payment Services, General Terms and Conditions, good business practices concerning financial services or obligations under the executed agreement. The user has the right to lodge a complaint within 3 years from the day the infringement of rights or legal interest occurred.

If the user lodges a complaint after the abovementioned period, the Institution is obliged to immediately inform him/her that the complaint was lodged after the prescribed period had expired, and that it, therefore, has no obligation to consider such complaint.

Lodging a complaint

You can lodge a complaint orally or in written form. If you make an oral complaint to an employee at a location authorised by the Institution or by calling our contact centre on 011/41 42 262, our employees shall try to give you an adequate answer and solve your problem right away, but we must warn you that the Institution is not obliged to consider complaints made orally. If the answer is unsatisfactory, the Institution’s employee, that is, its agent, shall provide you with all the necessary information on how to make a written complaint.
You can send your written complaints to the Institution’s business activities, at any time, in one of the following ways:
  • By sending a complaint to our postal address: iPay See d.o.o. Beograd-Čukarica, Beogradskog bataljona 4, 11000 Belgrade
  • By sending a complaint to our e-mail address: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • By filling out the form – User Complaint Form (PDF) and handing it to the Institution’s employee or its agent

Necessary information and documentation

  • The user’s name and surname, address, city and contact phone number;
  • The location of our branch office, that is, deposit location;
  • Reasons for lodging a complaint and the information which undoubtedly point to the relationship with the Institution for which the complaint is being lodged (number and name of the receipt/agreement, transaction amount)

Response deadline

The Institution is obliged to consider a complaint and send a response to a postal address or to an e-mail address within 15 days from the date it received the complaint. If the Institution cannot respond to a complaint within 15 days due to reasons that do not depend on its will, the deadline may be prolonged for further 15 days maximum from the day the complaint had been received, and the Institution shall notify the user of such a delay within 15 days from the day it had received the complaint. The abovementioned notification must contain the reasons why the response cannot be sent within the deadline as well as the final deadline for the response.

The Institution shall not charge the user any fees or any other expenses for handling his/her complaint.

If the Institution finds the user’s complaint to be well-founded, the Institution shall notify the user whether the reasons for which the complaint was lodged are eliminated i.e. the consumer shall be informed of the deadline for their elimination.

Right to mediation or objection

If the person who had lodged a complaint is dissatisfied with the response or if the response he/she received was not given within the aforementioned deadline, he/she may submit a written suggestion for mediation or objection to the National Bank of Serbia before instigating a dispute before court, to the address below:

Narodna banka Srbije, Nemanjina broj 17, 11000 Belgrade, Serbia

In digital format: This email address is being protected from spambots. You need JavaScript enabled to view it.

The deadline for submitting the objection to the NBS is six months from the day the client received the Institution’s response or the last day of deadline for the Institution’s response had passed.


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