Protection of rights and interests of users

If you believe that TENFORE d.o.o. Belgrade electronic money institution (hereinafter: TENFORE) does not comply with the provisions of the law and other regulations governing payment services and the protection of users of financial services, general terms and conditions and/or obligations from the concluded contract, you have the right to submit a complaint to us in writing. There is no charge for submitting a complaint and responding to it.

Method of filing a complaint

You can file a complaint within 6 (six) months from the day you learn that your rights have been violated, and in any case, the right to file a complaint ends after 3 (three) years from the day when the rights were violated. After the expiration of this period, TENFORE is not obliged to consider the complaint, with the fact that it may consider and/or accept it if it considers it to be founded.

You can submit a written complaint in one of the following ways:

• In person at the business premises of TENFORE or at the business premises of TENFORE representatives,
• By mail to the address: TENFORE d.o.o. Belgrade electronic money institution, Dobračina 60, 11000 Belgrade,
• By e-mail to the address: prigovori@tenfore.net,
• By using the contact form provided on this page.

The complaint should contain information that can undoubtedly determine your relationship with TENFORE in connection with the complaint (for example, the number of the remittance or order for the transfer of funds) as well as the reasons for submitting the complaint.

If the complaint is submitted through a proxy/attorney, a special power of attorney should be submitted authorizing the proxy/attorney to submit a complaint to TENFORE's work on your behalf and for your account, as well as to act in the procedure for that complaint and approval to make available to that proxy/attorney to data relating to you.

TENFORE's handling of the user's complaint

TENFORE is obliged to act on your complaint by considering it and providing you with a written response, no later than 15 days from the day of receipt of the complaint, with instructions on your right to file a complaint with the National Bank of Serbia, as well as the manner in which you can file a complaint. Exceptionally, if TENFORE cannot provide an answer within that period, for objective reasons that do not depend on its will, that period can be extended by a maximum of 15 days. You will be notified in writing about the reasons for the extension of the deadline and the deadline for giving an answer, within 15 days of receiving the complaint.

Submitting a complaint/proposal for mediation to the National Bank of Serbia

If you are unsatisfied with the response to the complaint or if the response is not delivered to you within the prescribed period, you have the right to submit a written complaint to the National Bank of Serbia within 6 months from the date of receipt of the response or the expiration of the deadline for its submission, before starting a court case.

You can submit a complaint to the National Bank of Serbia in the following way:

• By mail to the address: NBS, Sector for the Protection of Users of Financial Services, Kralja Petra 12, 11000 Belgrade,
• By e-mail to the address: zastita.korisnika@nbs.rs,
• By the NBS website (https://www.nbs.rs), using the form: Complaint about the work of a financial service provider.

Along with the complaint, you must submit to the National Bank of Serbia the complaint that you sent to TENFORE, TENFORE's response (if it was delivered to you) and documentation based on which the statements from your complaint can be evaluated.

If you are not satisfied with the response to the complaint or the response has not been delivered to you within the prescribed period, you can submit a proposal for mediation to the National Bank of Serbia in order to resolve the disputed relationship before the National Bank of Serbia with the help of one or more mediators. The National Bank of Serbia can mediate in a disputed relationship, upon a proposal from one of the parties that has been accepted by the other party. After the mediation procedure has been initiated, you can no longer submit a complaint, unless this mediation has been terminated by suspension or withdrawal, and if the complaint has already been filed - the National Bank of Serbia will stop processing the complaint, i.e. suspend this procedure if the mediation was terminated by agreement.