HPB is the first bank in Croatia to introduce the option for clients who have not resolved their complaint in direct contact with the Bank to choose one of three bodies for alternative resolution of consumer disputes – the Croatian Association for Mediation, the Mediation Center, or the Court of Honor at the Croatian Chamber of Commerce, states HPB’s announcement.
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On the occasion of World Consumer Rights Day, March 15, HPB has enabled effective and cheaper resolution of consumer disputes, thereby improving the consumer protection system.
By accepting alternative dispute resolution, HPB aims to peacefully resolve disputes with consumers without initiating court proceedings, which are longer and more expensive for both the client and the Bank.
Reduced Number of Complaints
Through systematic quality service management, HPB continuously reduces the number of complaints, with the majority, over 70%, being resolved within 24 hours, or at the first contact with the client. According to relevant customer satisfaction research, HPB ranks highly in their recommendations, and with even higher quality service and a more effective complaint management system, we aim to justify the trust of 600 thousand clients.
