CUSTOMER COMPLAINTS

1. Manner of a complaint submission by the user:
In paper form:

• By mail or personal delivery at the address: Montenegro Transfers doo, Hercegovačka 32, 81000 Podgorica
• Directly at the Agent’s/Payment Institution’s location

By electronic mail:
• sending a complaint to the e-mail address: prigovori@montenegrotransfers.me

2. The payment service user can submit a complaint within 3 years from the day when the user’s right or legal interest was violated;
3. The complaint resolution procedure is carried out free of charge;
4. Verbal complaints will not be considered;
5. Montenegro Transfers is not obliged to consider untimely complaints, about which it will inform the user in writing;
6. If the complainant is not satisfied with the Payment Institution’s response to the complaint or after the expiration of the legal deadline for the delivery of the response within which the Payment Institution’s response was not received, the user has the option of an alternative resolution of the dispute, and can also submit a complaint to the Central Bank of Montenegro.
The Payment Institution is informing the users herein that in case of alternative dispute resolution with the Payment Institution, they can exercise their rights at one of the competent institutions for alternative dispute resolution: Center for Alternative Dispute Resolution at Serdara Jola Piletića bb, Podgorica or at https://centarzaars.me/, as well as that a complaint can be submitted to the Central Bank of Montenegro, at the address Bulevar Svetog Petra Cetinjskog 6, 81000 Podgorica.

Mandatory elements of a complaint
The complaint must contain sufficient data for identification of the user and sending of the response to the complaint by the Payment Institution:
• Personal data that enables user identification, namely: first and last name, contact e-mail/residential address and contact telephone number. (If the complaint refers to confidential data about the service, the Payment Institution may request additional data/documentation about the user)
• Reasons for submission of the complaint.

The receipt of the complaint sent in paper form to Montenegro Transfers/Agent must be confirmed to the user in the manner that the operator who received the complaint should write the name of the Agent, the name and surname of the operator and the date and time of receipt of the complaint and give a copy of it to the user. If the complaint is submitted by e-mail, the receipt of such complaint is confirmed to the user electronically.

In the event that the user’s complaint is related to the work of the Montenegro Transfers Agent, Montenegro Transfers shall be considered the service provider.

NOTE: For all other information, ambiguities, doubts, requests for listings, inquiries, transaction cancellations, fraud reports and other issues, please contact our Customer Service Center at:
+382 (0) 20 321 321 or send an e-mail to info@montenegrotransfers.me