{"sitecore":{"context":{"pageEditing":false,"site":{"name":"croatia"},"pageState":"normal","language":"hr","itemPath":"/Prituzbe","contextExtensions":{"backgroundColor":"#FFF","dictionaryDomain":"{12AD91E1-E79D-4795-A1B1-884D23E4E0ED}","sitecoreApiHost":"https://hr.bff.com","rootItemId":"{BC05D362-CFCF-4FDB-ADA0-2C1114353696}","allNoto":"Yes","countrySpecific":"Yes"}},"route":{"name":"Reclami","displayName":"Prituzbe","fields":{"Content":{"value":""},"Title":{"value":"Pritužbe"},"NavigationClass":null,"NavigationFilter":[],"NavigationTitle":{"value":"Pritužbe"},"Page Design":null,"OpenGraph Title":{"value":""},"OpenGraph Description":{"value":""},"OpenGraph Image":{"value":{}},"Custom Metadata":{"value":""},"Meta Description":{"value":""},"Meta Title":{"value":"Pritužbe - BFF Banking Group"}},"databaseName":"master","deviceId":"fe5d7fdf-89c0-4d99-9aa3-b5fbd009c9f3","itemId":"f02bb81e-2ae7-45cf-bd2e-6ef0e6c42cac","itemLanguage":"hr","itemVersion":1,"layoutId":"599539d5-d4c5-4f42-a032-c5cf8d864e61","templateId":"4c6bf71c-3bef-44af-ba05-e5d702a0adc3","templateName":"Page","placeholders":{"jss-bffwebsites-main":[{"uid":"5e16f088-d0f2-4c7f-8588-d82e6299d2e0","componentName":"ContentBlock","dataSource":"/sitecore/content/BFFWebsites/croatia/Home/Reclami/Data/Intro","fields":{"content":{"value":"<p>U skladu sa zahtjevima relevantnih regulatornih odredbi, BFF Bank S.p.A. ima Službu za prigovore kojoj se može obratiti za sva pitanja koja proizlaze iz odnosa s Bankom i koja se odnose na primjedbe o načinu na koji Banka upravlja operacijama ili uslugama.<br />\n<br />\nKlijent može podnijeti prigovor:</p>\n<ul>\n <li>običnom poštom ili preporučenom poštom s povratnicom:<br />\n BFF Bank S.p.A.<br />\n Služba za prigovore <br />\n Via Domenichino, 5<br />\n 20149 MILANO</li>\n <li>e-mailom: <a href=\"mailto:[email protected]\">[email protected]</a></li>\n <li>autoriziranim  e-mailom: <a href=\"mailto:[email protected]\">[email protected]</a></li>\n <li>faksom: +39. 02 49905.303</li>\n</ul>\n<p>Banka se obvezuje dati pisani odgovor u sljedećim rokovima:</p>\n<ul>\n <li>petnaest (15) radnih dana za prigovore koji se odnose na platne usluge prema Direktivi 2015/2366 / EU;</li>\n <li>šezdeset (60) kalendarskih dana za prigovore koji se odnose na bankarske usluge i investicijske aktivnosti.</li>\n</ul>\n<p>U slučaju prigovora koji se odnose na platne usluge, ukoliko zbog izvanrednih okolnosti nije moguće poslati odgovor u gore navedenom roku, Banka šalje klijentu privremeni odgovor u kojem je naveden razlog za kašnjenje i specificiran rok u kojem će biti dostavljen konačan odgovor, u svakom slučaju ne kasnije od trideset pet (35) radnih dana.</p>"},"column":{"value":""},"heading":{"value":"Podnošenje pritužbe"},"idhtml":{"value":""}}},{"uid":"7f63f60b-2275-4fa0-838b-355ef385a4cf","componentName":"ContentBlock","dataSource":"/sitecore/content/BFFWebsites/croatia/Home/Reclami/Data/Text Sistema","fields":{"content":{"value":"<p>BFF Bank S.p.A. pridržava bankarske i financijske arbitraže uspostavljene u Banci Italije, u skladu s Odredbama o izvansudskom rje&scaron;avanja sporova za bankarstvo i financijsko poslovanje i usluge, od 12. prosinca 2011. godine i Miritelja za financijsko bankarstvo, Udruženje za rje&scaron;avanje bankarskih, financijskih i korporativnih sporova - ADR.<br />\n<br />\nU slučaju da ishod prigovora nije ocijenjen zadovoljavajućim, prije suda, klijent se može obratiti:</p>\n<ul>\n <li><strong>Arbitar za financijsko bankarstvo (ABF)</strong></li>\n</ul>\n<p>Za opće informacije o arbitru za financijsko bankarstvo (na primjer o tome tko može podnijeti prigovor, gdje pronaći obrazac za prigovor, kako uložiti prigovor) nazovite besplatni broj 800 19 69 69.<br />\n<br />\nEKSKLUZIVNO za specifične informacije o predstavljenim prigovorima moguće je kontaktirati tehničko tajni&scaron;tvo ABF-a na sljedeći način:<br />\n<br />\n<strong>Tehničko tajni&scaron;tvo odbora Milano</strong><br />\nVia Cordusio, 5<br />\n20123 Milano<br />\nTelefon: 02 72424246<br />\nFaks: 02 72424472<br />\nE-mail: <a href=\"mailto:[email protected]\">[email protected]</a><br />\n(samo radi poja&scaron;njenja)<br />\n<br />\n<strong>Tehničko tajni&scaron;tvo odbora Rim</strong><br />\nVia Venti Settembre, 97/e<br />\n00187 Rim<br />\nTelefon: 06 47929235<br />\nFaks: 06 479294208<br />\nE-mail: <a href=\"mailto:[email protected]\">[email protected]</a><br />\n(samo radi poja&scaron;njenja)<br />\n<br />\n<strong>Tehničko tajni&scaron;tvo odbora Napulj</strong><br />\nVia Miguel Cervantes, 71<br />\n80133 Napulj<br />\nTelefon: 081 7975350<br />\nFaks: 081 7975355<br />\nE-mail: <a href=\"mailto:[email protected]\">[email protected]</a><br />\n(samo radi poja&scaron;njenja)<br />\n<br />\nMolimo pogledajte web stranicu: w<a href=\"https://ww.arbitrobancariofinanziario.it\" target=\"_blank\">ww.arbitrobancariofinanziario.it<br />\n</a>\n<br />\n&nbsp;<br />\n<br />\n<strong>Vodič i obrazac za žalbe:</strong></p>"},"column":{"value":""},"heading":{"value":"Izvansudsko rješavanje sporova"},"idhtml":{"value":""}}},{"uid":"60966841-b0a6-462f-ae0f-da2abd46cb85","componentName":"DocumentContainer","dataSource":"/sitecore/content/BFFWebsites/croatia/Home/Reclami/Data/DL Arbitro","fields":{"data":{"datasource":{"id":"F5B22D088AD74A64AB62A219F894B352","name":"DL Arbitro","singleElements":{"results":[{"id":"38FC134F83AA4DCD8BAF0FD2EE69C79E","title":{"value":"Bankarski financijski arbitar vodič i obraza"},"callToAction":{"value":"PREUZMI"},"callToActionImage":{"value":"<image mediaid=\"{EA73F624-089F-4B26-939F-78951EFB2756}\" />","src":"https://edge.sitecorecloud.io/bffbanking-yt799fde/media/Project/BFFWebsites/shared/Freccia-up-dark.svg"},"date":{"value":""},"showHours":{"value":""},"tags":{"value":""},"tagsBlue":{"value":""},"link":{"value":"<link linktype=\"media\" target=\"_blank\" id=\"{5CE7DF7D-B416-4046-A60F-A7B342CABF1B}\" />","url":"https://edge.sitecorecloud.io/bffbanking-yt799fde/media/Project/BFFWebsites/italy/Reclami/V2-ABF-in-parole-semplici-2020.pdf","target":"_blank"}}]}}}}},{"uid":"f4f39f7f-42d2-43f6-bebe-6196f3364cb6","componentName":"ContentBlock","dataSource":"/sitecore/content/BFFWebsites/croatia/Home/Reclami/Data/Text Sistema 2","fields":{"content":{"value":"<p>&nbsp;</p>\n<p>U slučaju žalbe ABF-u, klijent mora poslati Banci kopiju žalbe preporučenim pismom s povratnicom ili certificiranom e-po&scaron;tom (PEC):</p>\n<ul>\n <li>preporučenom po&scaron;tom s povratnicom:<br />\n BFF Bank S.p.A.<br />\n Služba za prigovore<br />\n Via Domenichino, 5<br />\n 20149 MILAN</li>\n <li>PEC: <a href=\"mailto:[email protected]\">[email protected]</a></li>\n</ul>\n<p>Nakon primitka obavijsti o žalbi, Banka ima najvi&scaron;e četrdeset pet (45) dana za slanje svojih protuargumenata i potrebne dokumentacije Tehničkom tajni&scaron;tvu.</p>\n<ul>\n <li><strong>Miritelj financijskog bankarstva (Conciliatore Bancario Finanziario)</strong></li>\n</ul>\n<p>Da biste saznali kako kontaktirati Miritelja, informacije možete zatražiti od osoblja Banke ili izravno Miritelja:<br />\n<br />\n<strong>Miritelj financijskog bankarstva</strong><br />\nVia delle Botteghe Oscure, 54<br />\n00186 Rim<br />\nTelefon 06-674821<br />\nFaks 06-67482250<br />\nE-mail: <a href=\"mailto:[email protected]\">[email protected]</a><br />\n<br />\nMolimo pogledajte internetsku stranicu: <a rel=\"noopener noreferrer\" href=\"https://www.conciliatorebancario.it\" target=\"_blank\">www.conciliatorebancario.it</a><br />\n<br />\nKlijent se može obratiti Miritelju čak i ako prethodno Banci nije podnio prigovor.</p>\n<ul>\n <li><strong>Arbitar za financijske sporove (Arbitro per le Controversie Finanziarie)</strong></li>\n</ul>\n<p>&Scaron;to se tiče investicijskih usluga, nakon podno&scaron;enja prigovora, ako nije zadovoljan ishodom ili ako nakon &scaron;ezdeset (60) dana nije dobio odgovor od Banke, klijent se može obratiti arbitru za financijske sporove radi sporova u vezi s usklađenosti Banke s informacijama, točnosti i transparentnosti predviđenih u ugovornim odnosima s investitorima.<br />\n<br />\nInformacije u vezi s Arbitrom za financijske sporove (ACF) dostupne su na stranici <a rel=\"noopener noreferrer\" href=\"https://www.acf.consob.it\" target=\"_blank\">www.acf.consob.it</a>.</p>"},"column":{"value":""},"heading":{"value":""},"idhtml":{"value":""}}},{"uid":"0b925671-af1e-41e3-9dbd-2795606c98d0","componentName":"ContentBlock","dataSource":"/sitecore/content/BFFWebsites/croatia/Home/Reclami/Data/Text Rendiconto","fields":{"content":{"value":"<p>Odredbe Banke Italije od 29. srpnja 2009. koje se odnose na \"Transparentnost bankarskog i financijskog poslovanja i usluga\" i naknadne izmjene i dopune zahtijevaju izradu i javnu objavu godi&scaron;njeg izvje&scaron;ća o upravljanju prigovora koje se odnose na sektor bankarskog i financijskog poslovanja i usluga.<br />\n<br />\nBanka smatra da je upravljanje prigovorima od velike važnosti jer joj omogućuje primanje izvje&scaron;taja od klijenata u vezi s bilo kakvim kritičnim pitanjima u pružanju usluga, s pozitivnim učincima na ublažavanje reputacijskog rizika i održavanje pozitivnih odnosa s klijentima.</p>\n<p><strong>Izvje&scaron;će o pritužbama<br />\n</strong></p>\n<table class=\"large-table\">\n <thead>\n <tr>\n <th>GODINA<br />\n </th>\n <th>PRITUŽBA</th>\n </tr>\n </thead>\n <tbody>\n <tr>\n <td style=\"text-align: left;\">2023</td>\n <td style=\"text-align: left;\">4</td>\n </tr>\n <tr>\n <td style=\"text-align: left;\">2022</td>\n <td style=\"text-align: left;\">4</td>\n </tr>\n <tr>\n <td style=\"text-align: left;\">2021</td>\n <td style=\"text-align: left;\">5</td>\n </tr>\n <tr>\n <td style=\"text-align: left;\">2020</td>\n <td style=\"text-align: left;\">2</td>\n </tr>\n <tr>\n <td style=\"text-align: left;\">2019</td>\n <td style=\"text-align: left;\">2</td>\n </tr>\n <tr>\n <td style=\"text-align: left;\">2018</td>\n <td style=\"text-align: left;\">0</td>\n </tr>\n <tr>\n <td style=\"text-align: left;\">2017</td>\n <td style=\"text-align: left;\">3</td>\n </tr>\n <tr>\n <td style=\"text-align: left;\">2016</td>\n <td style=\"text-align: left;\">1</td>\n </tr>\n <tr>\n <td style=\"text-align: left;\">2015</td>\n <td style=\"text-align: left;\">0</td>\n </tr>\n <tr>\n <td style=\"text-align: left;\">2014</td>\n <td style=\"text-align: left;\">1</td>\n </tr>\n <tr>\n <td style=\"text-align: left;\">2013</td>\n <td style=\"text-align: left;\">0</td>\n </tr>\n <tr>\n <td style=\"text-align: left;\">2012</td>\n <td style=\"text-align: left;\">0</td>\n </tr>\n <tr>\n <td style=\"text-align: left;\">2011</td>\n <td style=\"text-align: left;\">0</td>\n </tr>\n <tr>\n <td style=\"text-align: left;\">2010</td>\n <td style=\"text-align: left;\">0</td>\n </tr>\n </tbody>\n</table>\n<p>&nbsp;</p>\n<p>&nbsp;</p>"},"column":{"value":""},"heading":{"value":""},"idhtml":{"value":""}}},{"uid":"5afa3b88-0e51-41e3-9c48-055bce010be0","componentName":"DocumentContainer","dataSource":"/sitecore/content/BFFWebsites/croatia/Home/Reclami/Data/DL Rendiconto","fields":{"data":{"datasource":{"id":"D9F6B2C16E8A404F868FFBF0C6373172","name":"DL Rendiconto","singleElements":{"results":[{"id":"9AC0BA34DE6A4113BBE3828E2922EE51","title":{"value":"Izvješće o upravljanju pritužbama primljenim 2023"},"callToAction":{"value":"PREUZMI"},"callToActionImage":{"value":"<image mediaid=\"{EA73F624-089F-4B26-939F-78951EFB2756}\" 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