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Clients' Rights Protection Policy

Thank you for using services of Direktna Banka. We sincerely appreciate your opinion and suggestions, because they help us improve our service. For you.

If you at any time consider that the bank does not adhere to legal regulations, General Terms or good business practices regarding the obligations from the signed contract, you are entitled to file an objection to the bank. It is submitted in writing:

  1. to email:  info@direktnabanka.rs
  2. in any of the branch offices,
  3. by sending it in a letter addressed to: Direktna Banka ad Kragujevac,
    Info centar, Cara Dušana 58, 11000 Beograd


You are entitled to file an objection within three years from the day the violation of your right or legal interest was committed, which we are obliged to provide a clear and conceivable answer to, in no more than 15 days from the date of reception of the objection.

In event of occurrence the bank has no control over, which would render us unable to deliver the answer to you in the said time limit, the limit may be extended by another 15 days, on which you would be informed in writing.

Should you not be satisfied with the provided answer, you may file a complaint – in writing, within six months from the date of reception of the answer, respectively from the day of expiration of the answer time limit, to Narodna banka Srbije – Department for Financial Consumer Protection and Education, Nemanjina 17, 11000 Beograd, or via email to:  zastita.korisnika@nbs.rs

Of course, you can always contact us directly.