Useful documents

The complaint represents the written or verbal request or notification, sent by post, electronic mail, through which a petitioner expresses his dissatisfaction with the activities provided by FIRST BANK.

Petitioner represents the natural or legal person who submitted a complaint to FIRST BANK regarding the provision of an activity or a service.

Complaints will be sent in writing and submitted to FIRST BANK's head office, to the offices of FIRST BANK's territorial units (as the case may be) or can be sent by post or electronic mail.

The complaint must contain at least the following information:

Identification information of the person making the complaint;

• The quality of the person formulating the complaint (holder/authorized/mandatory, etc.);
• The object of the complaint (the service/activity complained of or the information provided);
• Details related to the complained situation
• Copies of documents that you consider relevant to your case, and which will not be returned. Always keep the originals.

You have the right to receive, either upon express request or when registering a complaint, written information regarding the internal process of resolving petitions.

From the moment of registration of the complaint, the response period is 30 calendar days. In the event that the reported aspects require a more detailed investigation, the Bank will inform you about the causes of the delay/the stage of resolution of the petition, and the final response period may be extended over the period of 30 days from the registration of the petition.

When a final solution is adopted that does not answer/contradicts your request/s, the Bank will support its point of view in writing, providing detailed explanations regarding the conclusions of the answer and, as the case may be, the measures adopted.

You also have the right to address the competent institutions and authorities and to use the means of amicable settlement of disputes, provided by the legal provisions in force.

Competent authorities:

- National Bank of Romania (BNR) - Bucharest, Lipscani Street no. 25, sector 3, Bucharest, code 030031, Info@bnro.ro.

- National Authority for Consumer Protection (ANPC) - Bucharest, Aviatorilor Boulevard no. 72, sector 1, ANPC website

- County Commissariat for Consumer Protection Ilfov Address: Bucharest: Sos. Vitan-Barzesti no. 11 B, sector 4, ANPC site

- National Authority for the Supervision of Personal Data Processing - Bucharest, B-dul G-ral. Gheorghe Magheru 28-30, Sector 1, anspdcp@dataprotection.ro

Modes of amicable settlement of disputes:

- CSALB Conciliation - any consumer of banking financial services has the right to appeal to the alternative resolution of disputes.

- Mediation - method of alternative resolution of a conflict regulated by the provisions of Law no. 192/2006 regarding mediation and the organization of the mediator profession.

In accordance with the provisions of Government Ordinance no. 38/2015 regarding the alternative resolution of disputes between consumers and merchants, the Entity for Alternative Resolution of Disputes in the banking financial field, hereinafter referred to as CSALB, was created, whose main object of activity is the resolution, through SAL procedures, of disputes between consumers and institutions banking.

CSALB is the only alternative dispute resolution entity in the banking financial field, which organizes and administers SAL procedures through which a solution is proposed or imposed, as the case may be, on the parties.

The dispute resolution procedure by CSALB is free for the consumer. The expenses for carrying out expertise, translations of documents and other additional evidence necessary to resolve the dispute are the responsibility of the party requesting them.

In order to resolve a dispute with the Bank by applying the SAL procedure, the consumer must express this option voluntarily and address CSALB in writing, directly at CSALB headquarters, by post or by electronic means of communication.

Consumers can submit the dispute to the SAL procedures administered by CSALB if they prove that they have previously tried to resolve the dispute directly with the Bank.

The categories of disputes that can be rejected from the examination by CSALB:

(i) the consumer did not try to contact the Bank to discuss his complaint and did not seek, as a first step, to resolve the dispute directly with FIRST BANK;

(ii) the dispute is promoted in bad faith or is offensive;

(iii) the dispute is or was previously analyzed by another ADR entity or by a court;

(vi) the dispute does not concern the Bank.

For more information about CSALB, you can access the following link: www.csalb.ro.

Informing the petitioner about the state of complaint resolution

You have the possibility to address the Bank, requesting information on the status of the settlement of the submitted complaint, in writing by post (FIRST BANK Bucharest, Sos. Nicolae Titulescu no. 29-31 Sector 1 - Operations Department - Customer Management Department - Complaints Management Team ; Bucharest,), electronic mail (office@FirstBank.ro), through the online system (Internet Banking) or by calling the number 021 303 69 69.

The petition is the request, the complaint or the notice through which facts of a nature that harm the rights or interests of the petitioner are brought to FIRST BANK's attention, formulated in writing and submitted to the FIRST BANK offices, sent by post or electronic mail,  through which a petitioner or his legal proxies, who act exclusively on behalf of the petitioner and without a commercial interest of their own, express their dissatisfaction with the service and investment activity provided by FIRST BANK.

Petitioner represents the natural or legal person, customer/investor of the Bank, who submits a petition to an entity regarding the service and investment activity provided on the basis of Law no. 297/2004;

The petitions will be sent in writing and submitted to the FIRST BANK headquarters or the FIRST BANK branch offices, as the case may be, they can be sent by post or electronic mail.

The petition must contain the following information:

• The identification information of the person formulating the petition;
• The object of the petition (the service/activity complained of or the information provided);
• The quality of the person formulating the petition (holder/authorized);
• The interest of the person formulating the petition.

The identity and contact details of the Department to which the petitions are sent:

FIRST BANK Bucharest, Sous. Nicolae Titulescu no. 29-31 Sector 1 – Compliance Department; office@FirstBank.ro; Telephone: 021 303 69 69.

Competent authorities:

- Financial Supervision Authority (ASF) - Bucharest, Splaiul Independentei no. 15, sector 5, postal code 050092, office@asfromania.ro;

- National Bank of Romania (BNR) – Bucharest, Lipscani Street no. 25, sector 3, Bucharest, code 030031, www.bnr.ro, Contact section - in relation to money market instruments, government securities and derivative financial instruments that are not traded on a regulated market as well as structured deposits, as specified in Law no. 126/2018 on financial instruments markets;

- National Authority for Consumer Protection (ANPC) - Bucharest, Aviatorilor Boulevard no. 72, sector 1, ANPC website

- County Commissariat for Consumer Protection Ilfov Address: Bucharest: Sos. Vitan-Barzesti no. 11 B, sector 4, ANPC site.

Informing the petitioner about the stage of resolution of the petitions

You have the opportunity to address the Bank, requesting information on the status of the settlement of the submitted complaint, in writing by post (FIRST BANK Bucharest, Sos. Nicolae Titulescu no. 29-31 Sector 1 - Compliance Department), electronic mail (office@FirstBank .ro) or by calling the number 021 303 69 69.