Slovakia complaints handling

There are no specific definitions of a complaint or a complainant under the local regulation.

The existing EIOPA definitions should be applied.

Definition of a complaint (EIOPA definition)

A statement of dissatisfaction addressed to an insurance undertaking by a person relating to the insurance contract or service he/she has been provided with. Complaints handling should be differentiated from claims handling as well as from simple requests for execution of the contract, information or clarification.

Definition of a complainant (EIOPA definition)

A person who is presumed to be eligible to have a complaint considered by an insurance undertaking and has already lodged a complaint e.g. a policyholder, insured person, beneficiary and in some jurisdictions, injured third party.

Timescales

A prompt acknowledgement of the complaint, in writing, within 5 (five) business days of the complaint being made.

A final response to be provided within 8 (eight) weeks of receipt of the complaint.

External Dispute Resolution

National Bank of Slovakia

Department for the Protection of Financial Consumers

Imricha Karvaša 1

813 25 Bratislava

Slovakia

Tel: +421 2 5787 1111

Fax: +421 2 5787 1100

E-mail: info@nbs.sk

Website: https://regfap.nbs.sk/skusky/podanie