Bank customers who were unable to contract or renegotiate credits with the credit institution may request mediation.

The purpose of mediation is to encourage communication between the parties – the bank customers and the credit institution – with the aim of reaching an agreement and thus overcoming situations of deadlock or misunderstandings in the credit relationship.

Who may request mediation?

Any bank customer (individuals, sole proprietors, commercial entities, non-profit organizations, etc.) may request mediation.

Are there any associated costs?

No, the services provided by Credit Ombudsman to bank customers are free of charge.

What issues can mediation cover?

• Obtaining credit;
• Renegotiation of credits;
• Consolidation of credits;
• Other situations within the scope of the credit relationship.

How can mediation be requested?

The bank customer must request the mediation/intervention of the Credit Ombudsman by submitting:

• A written and signed mediation request, identifying the applicant, describing and substantiating the claim, and indicating the credit institution concerned;
• A copy of the correspondence exchanged with the credit institution (e.g., letters or emails) demonstrating that a prior attempt was made to contact the institution and negotiate or resolve the matter;
• Copies of any other documents that may help clarify and support the customer's claim (e.g., credit account statements or credit agreements).

To request the mediation/intervention of the Credit Ombudsman, applicants may use the template form available on this website and submit their request through the contact channels provided.

How does the mediation process work?

Within five working days of receiving the request, the Credit Ombudsman informs the banking customer (hereinafter referred to as the applicant) whether the request has been accepted or summarily rejected.

If the mediation/intervention request is accepted:

• The case file is forwarded to the credit institution concerned;
• The credit institution reviews the request and, within five working days of receiving the case file, communicates its decision to the Credit Ombudsman, either confirming or revising its previous position;
• The Credit Ombudsman contacts the applicant to provide an update on the progress of the case. The process is concluded if:
  • The credit institution agrees to revise its decision and the applicant accepts the revised outcome; or
  • The Credit Ombudsman determines, on reasonable grounds, that it is not possible to reach an agreement between the credit institution and the applicant.