Form for submitting enquiries, suggestions, notifications or complaints in electronic form
Submissions (i.e. enquiries, suggestions, notifications, complaints, etc.) concerning the responsibilities of the Czech National Bank can be sent electronically using this form.
You may use this form to notify the Czech National Bank of conduct by entities subject to its supervision which may be in breach of the obligations whose compliance the Czech National Bank supervises. For such purposes it is desirable that you attach to your submission relevant documents which you have at your disposal and which may, in your opinion, prove your claims.
The Czech National Bank also accepts complaints about breaches of Directive 2015/2366 (EU) of the European Parliament and of the Council on payment services in the internal market by payment services providers via this form.
When handling complaints against the activities of supervised entities, the Czech National Bank may only act within the limits of its competence. If unlawful conduct of supervised entities is identified, the Czech National Bank may impose remedial measures aiming to remedy shortcomings detected, or a fine. However, not even the Czech National Bank’s findings regarding a breach of the law by a supervised entity affect in themselves the private law relationships between the supervised entities and their clients. The Czech National Bank cannot rule, for example, upon the validity of the conclusion or termination of a contractual relationship (e.g. termination by notice or withdrawal), upon damage claims or claims to surrender ungrounded enrichment, including disputes concerning the amount of fees charged, upon the justification of blocking of funds on a payment account, upon claims relating to liability for an unauthorised or incorrectly executed payment transaction, upon the amount of insurance claim settlements, upon proof of insurance claims and upon the private law relationships between an insurance company and insurance intermediaries.
In accordance with Article 12 of Act No. 89/2012 Coll., the Civil Code, as amended, a court of law, or in some cases the Financial Arbitrator, is the competent authority to settle private law disputes. The Financial Arbitrator is entitled to settle disputes in cases specified in Article 1 of Act No. 229/2002 Coll., on the Financial Arbitrator, as amended (for example, consumer disputes between clients and banks when offering and providing payment services). More information on the activities of the Financial Arbitrator is available on the Financial Arbitrator’s website www.finarbitr.cz/en/.
The time limit for dealing with submissions sent to the CNB is 30 days of their receipt.
In addition, the CNB would like to point out that it is not entitled to provide legal advice regarding any private law action against financial market entities. The Czech National Bank does not deal with anonymous submissions, repeated submissions or any other non-standard submissions, for example those which are incomprehensible or confused, contain vulgar language or are sent “for information” only.
If you are unhappy about a supervised entity’s actions, the Czech National Bank recommends first considering contacting the supervised entity directly in the matter, for example, in the form of a complaint in accordance with the supervised entity’s complaint rules or in the form of a request for a personal meeting, as this could lead to the resolution of your situation.