The business story of Gorenjska banka is based on a long tradition and integrity, as well as a commitment to the highest ethical standards, which is what makes the bank so successful.
We pursue our goals in compliance with the applicable laws and the implementing regulations and recommendations of external institutions, and we regularly follow good business practices and the bank’s internal policy, while adhering to moral principles.
Information on Handling Complaints and Grievances
Every opinion of our customers is valuable to us, even when it reflects disagreement with our current business practices. It represents an opportunity for us to adapt to the wishes and needs of our customers as much as possible. Effective, prompt, and successful resolution of complaints or grievances plays an important role in this process.
At Gorenjska banka, every complaint or grievance from a legal or natural person is carefully reviewed, and we strive to resolve it in cooperation with the customer. The bank approaches complaint resolution systematically, aiming for the quickest possible solution and ensuring that any potential mistakes or issues in customer interactions are rectified. The bank strives to respond to customers within the legally prescribed or a reasonable timeframe, taking into account the nature of the issue (in accordance with Article 285 of ZPlaSSIED).
Detailed information regarding the internal complaint procedure and out-of-court settlement of consumer disputes is contained in the General Terms and Conditions for the provision of payment services for consumers and the General Terms and Conditions on Payment Service Provision for Legal Entities, Entrepreneurs, Private Individuals and Entities Governed by Civil Law.