Dear Client,

It is very important for the Romanian Commercial Bank to offer to its clients the possibility of communicating easily and quickly.

We apologize for any inconvenience which may have appeared in the relationship with the bank, but signaling such inconveniences will help remedy any issue and will improve the services we provide.

Regardless of the way you choose to communicate with us, we will take over your message and we will act so as to minimalize any inconvenience or discomfort occurred.

You can find below the means of conveying your complaints.

Thank you for your collaboration,

BCR

How can you send us a complaint?

It is easy to contact us. You can use any of the following means:

  • Personally, in any of our braches – talk to one of our employees
  • In writing: BCR headquarter, Retail Distribution Division - Complaints Management Office, Șoseaua Orhideelor nr. 15D, Clădirea The Bridge 1, etajul 2, Sector 6, București, cod poștal 060071
  • By phone: *2227 number available in the Vodafone, Orange, RCS RDS, Telekom networks; +4021.407.42.00, number available in any network in Romania or abroad
  • Through e-mail: contact.center@bcr.ro.

What shoud you take into consideration?

In order to settle the received complaint quickly, we ask you to send to us the following documents:

  • The description of your complaint: relevant information and details (e.g.: the involved branch, date, account number, amounts, the names of the ones you discussed with, etc.)
  • Copies of the documents you consider relevant and which will not be returned. You always have to keep the originals of your documentation.
  • You contact information: full name (personal identification code, company registration number, by case), address and phone number

Do not provide your security information such as your PIN, password or the security code.
 

 

If the data provided by you is not sufficient, we shall not be able to respond to your request.

The complaints whose initiators cannot be identified or whose manner of expressing is considered to be vulgar will not be taken into consideration and will be considered “case closed”.

Synchronization is important so we kindly request you to send your complaint as soon as possible, in order to reduce the time of check how the event took place

  • Complaints can also be submitted by a third party who acts on your behalf – a legal representative, with the condition that this person has a power of attorney.

Dealing with claims on the capital market?

If your claim refers to capital markets, please take into consideration the information below:

Claims on the capital market

What happens after the complaint is filed?

When the complaint is filed, the settling stage starts:

1. You register you complaint

  • You will receive a register number

2. We shall investigate and we shall do the following:

  • All the complaints will be treated as confidential, in compliance with the legislation.
  • We shall treat every issue with integrity and respect.
  • We shall investigate any issue thoroughly and objectively.
  • We shall acknowledge when we make a mistake and we shall implement the remediation measures as fast as possible.
  • We shall seek measures in order to prevent recurrent incidents.

3. We shall come back to you with one of the following:

  • With the answer which will contain the result of our investigation, the bank’s position and the actions which are to be taken
  • If we reject your complaint/request, our refusal will be substantiated.

We aim at answering to all of our clients within the shortest time possible. However, if a complaint is very complex, it may require an extended assessment period. In such a case, you will be duly notified.

We ask you to take into consideration that the investigation of the complaints regarding cards may take longer, due to the fact that this represents the object of international regulations.

We shall communicate with you, at any given moment, clearly, respectfully and in a manner easy to understand.

For complete information on the complaint handling process, please see the information below: