Settlement of complaints

&In application of the regulations on complaint handling îin the financial sector we provide all interested parties with information on how to submit and handle complaints as follows:

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&In application of the regulations on complaint handling îin the financial sector we provide all interested parties with information on how to submit and handle complaints as follows:

What is a complaint?

Complaint is a written request or referral by any person, called the complainant, expressing dissatisfaction with the activities and services provided by Patria Credit IFN.

Who is the complainant?

The complainant is the natural person or legal entity who submits a complaint to Patria Credit IFN in relation to the provision of an activity or service offered by it.

How can a complaint be made?

A complaint shall be made in writing, shall be signed by the complainant or his/her legal representatives (acting exclusively on behalf of the complainant and without any commercial interest of their own) and may be lodged at any Patria Credit IFN branch office, where it shall be registered as received by Patria Credit IFN.

Complaints may also be submitted by:

i) by post, to Patria Credit IFN, Șoseaua Pipera, nr. 42, 7th floor, Sector 2, Bucharest;

ii) by electronic mail, to the address, with receipt of an acknowledgement of receipt;

iii) fax, to be sent to: +40 21 222 11 38.

The complainant may check the status of the resolution of the complaint lodged by using the above-mentioned means of contact.

In order to be dealt with promptly, the petition must contain at least the following information:

i) the identification details of the petitioner:

  • for natural persons: first and last name of the petitioner, CNP, details of identity card, address, telephone number, e-mail;
  •  for legal persons: petitioner's name, registration number înregistration number îin the Trade Register (J), CUI, registered office, telephone number, e-mail;

ii) the quality of the petitioner (legal representative/person without business relations with Patria Credit IFN);

iii) the subject of the complaint: the product/service or activity complained of, details of the Patria Credit IFN Agency or the names of employees of Patria Credit IFN who are related to the subject of the complaint;

iv) any relevant document or information in support of the complaint (photocopy).

Submissions from natural or legal persons, which lack all or part of the formal requirements and the objective and subjective conditions required for complaints (e.g. requests for documentation/information/clarifications), are considered as non-complaints.

Îwithin Patria Credit IFN., the organizational structure responsible for handling complaints is the Credit Administration Department which has the following contact details:

Address: Soseaua Pipera, nr 42, 7th floor, Sector 2, Bucharest;


Patria Credit IFN, through the Loan Administration Department, will respond & within the legal deadline to each complaint received, according to the applicable legislative regulations, i.e. within 30 days from the date of registration & at Patria Credit IFN or another deadline provided for by the specific legislation.

In order to resolve the complaint, Patria Credit IFN may contact the complainant to collect additional information. &If the complaint is complex and a response cannot be provided within the legal time limit, Patria Credit IFN will inform the complainant of the reasons for the delay and indicate the probable time limit within which the investigation of the complaint will be completed.

&If the final solution does not fully meet the complainant's request, Patria Credit IFN will provide detailed explanations on the measures adopted, the complainant having the right to use the methods of amicable settlement of disputes (mediation, conciliation) provided for by the legal provisions in force, or to contact the competent bodies and authorities, such as:

  1. Centre for Alternative Dispute Resolution in the Banking Sector (CSALB) - Bucharest, 24 Sevastopol Street, Sector 1,;
  2. National Bank of Romania. (BNR) – București, Str. Lipscani nr. 25, sector 3, București, cod postal 030031,;
  3. National Authority for Consumer Protection (ANPC) - Bucharest, Bld. Aviatorilor nr. 72, sector 1,;
  4. National Authority for the Supervision of Personal Data Processing (ANSPDCP) - Bucharest, Bld. Gheorghe Magheru nr. 28 - 30, sector 1, postal code 010336,;
  5. Consiliul Concurenței – București, Str. Piața Presei Libere, nr. 1, corp D1, Sector 1, postal code 013701,;
  6. Garda Financiară -  București, Piața Alba-Iulia nr.6, bloc i.5, sector 3, zip code 031104, website:;
  7. The competent courts în dispute resolution.