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Client Satisfaction

As your bank we are interested in your feedback on the products and services we offer to you!

 

  • How to share an opinion, a suggestion or a difficulty? 

Satisfying our clients is a priority in Societe Generale Expressbank. We pay maximum attention to their feedback that allows us to meet their needs and continuously improve the quality of our products and services. If you want to share with us an opinion, a suggestion or a difficulty you are experiencing in the use of our products or services, you can do it through the following channels:

  • Как да подам оплакване?
Ако желаете да споделите с нас мнение, предложение или трудност, която срещате при използването на нашите продукти или услуги, бихте могли да го направите чрез следните канали:

Satisfying our clients is a priority in Societe Generale Expressbank. We pay maximum attention to their feedback that allows us to meet their needs and continuously improve the quality of our products and services. If you want to share with us an opinion, a suggestion or a difficulty you are experiencing in the use of our products or services, you can do it through the following channels:

Your bank office, your first contact

You can share your issue in any of our offices across the country.
Find an office
Our employees are dedicated to resolving your request as quickly as possible. In most cases, the Customer Service Manager at your branch should be able to resolve the problem; if you are not satisfied with the response you get, ask to speak to the Office Manager, who will undertake further action.

You can call our Information Center

+359 (0) 800 18 888 (Monday to Friday, 08:00 to 20:00 and Saturday 9:30 to 14:00). An operator will record and handle your signal in the most efficient and professional manner possible.

You may write to the following e-mail address

SGEB.contact@socgen.com

We promise to do everything we can to answer your signal as quickly as possible. In case you are not satisfied with the response received, you could contact Quality and Operational Risk Management department.

Quality and Operational Risk Management

In case you are not satisfied with the response received, you could contact Quality and Operational Risk Management department at the following address:


Societe Generale Expressbank 92
“Vladislav Varnenchik” Blvd 9000
Varna, Bulgaria

The claims for us represent an opportunity to receive your feedback how to improve our quality and the way we handle them is a distinctive factor. “Societe Generale Expressbank” AD has created a process for handling client claims which includes acceptance, registration and processing. The Claims processing is conducted with a focus on the client and a perpetual improvement of our products and processes. The instructive time frame for processing a client claim is 7 days. In some cases, however with more complex issues requiring an in-depth analysis this timeframe could not be observed. In those cases you would receive a dedicated letter informing you that your claim is received and being processed. Due to the nature of the matter and the applicable deadlines, this applies to most card transactions claims – they require significantly more time. In case the processing of your claim by the bank and the solution provided does not satisfy you, you could raise the issue to an upper level and the senior management of Societe Generale Expressbank, as well as finally to external competent authorities as the Conciliation Commission on Payment Disputes, the Consumer Protection Commission under art.128 of the Payment Services and Payment Systems Act, The Financial Supervision Commission, Bulgarian National Bank and the Ombudsman of the Republic of Bulgaria.

Claims related to credit products


In case your insatisfaction is related to credit products, please be aware that “Societe Generale Expressbank” has established a specialized internal order for managing complaints for credit products for individuals:

You can provide your complaint via all channels listed above, as well as directly in the head office of “Societe Generale Expressbank” to the attention of Quality and operational risk management department:

Societe Generale Expressbank 92
“Vladislav Varnenchik” Blvd
9000 Varna, Bulgaria

SGEB.contact@socgen.com

You could get acquainted with the procedure for registering a complaint on the official website of the bank:

Procedure for registering a complaint

The maximum timeframe for processing a complaint for credit products from the bank is 30 days from the receipt of the complaint. When the decision of the bank in the frame of the internal procedure for processing of complaints is not satisfactory for you, you could contact the sector conciliation commission on disputes in the field of financial services. In case your regular place of residence is in another country member of the European Union, you could connect with the network for out-of-court settlement of transnational financial disputes between consumers and providers of financial services FIN-NET, to receive contact information on the relevant body for out-of-court settlement in your country.
procedure for registering a complaint