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The Consumer Protection Policy of the CBCG is aimed at improving the regulatory framework and ensuring an adequate level of protection of the rights of consumers’ (consumer loan users) through monitoring the compliance with applicable legislation and good business practices of creditors (banks and financial service providers) in their relations with customers.

To provide assistance to consumers in attaining their rights and interests, the CBCG has established a consumer protection institute through a separate organisational unit - the Financial Consumer Protection Service.

If you consider that the creditor has not complied with their obligations from the concluded signed contract or that any of your statutory rights have been violated, you may file a written complaint to the creditor’s organisational unit or body responsible for deciding about complaints filed by clients. The creditor is obliged to respond to the complaint immediately, and in more complex cases, within eight days of the date of the formal filing of the complaint.

If the creditor does not respond to the consumer’s complaint within the prescribed deadlines or rejects the complaint, the consumer may submit a request to the CBCG to conduct a supervisory procedure of the creditor and credit intermediaries.

The request to conduct a supervisory procedure should be submitted, in writing, to the following address:

Centralna banka Crne Gore

Bulevar Sv. Petra Cetinjskog 6

Podgorica