SKB d. d.

SKB TEL: +386 1 471 55 55

Ajdovščina 4 Fax: +386 1 231 45 49
SI –1513 Ljubljana, Slovenia www.skb.si
VAT number: SI40502368 SWIFT (BIC): SKBASI2X

Information about out-of-court complaint settlement

At SKB banka d.d., Ljubljana (hereinafter referred to as: “SKB bank” or “the Bank”), potential disputes,
disagreements or customer complaints are settled by the department Central settlement of complaints and
claims. In order to do so, one has to submit to the aforementioned department a written request containing all
necessary facts on which the complaint is based as well as potential evidence. The request can be submitted
personally, based on the completed form for submitting complaints located in all SKB bank’s outlets as well
as electronically by completing a web-based form for complaints (section »Contacts«) which can be found on
the Bank’s web site at the address http://www.skb.si/kontakt. The complaint can also be submitted in written
form, via regular mail at the following address: SKB d.d., Centralno reševanje pritožb in reklamacij, Ajdovščina
4, 1513 Ljubljana. The aforementioned department shall confirm the receipt of a complaint and shall settle
it in the shortest possible time or at latest within 8 business days upon its receipt. In case a complexity of a
complaint shall not allow for its settlement within 8 business days, the aforementioned department shall use
this deadline to inform the applicant about the anticipated date of final settlement in a form of written decision
with adequate explanation.

If the applicant – a consumer doesn’t agree with the Bank’s decision of if they don’t receive the Bank’s answer
with the decision regarding a complaint within 30 days, they shall have the right to file a complaint at the
Settlement Council at the Bank Association of Slovenia (hereinafter referred to as: the Settlement Council),
namely in the first case at latest within six months upon the receipt of the Bank’s decision, and in the second
case (when the Bank failed to issue a decision in the internal complaint procedure) within seven months upon
the complaint. The Settlement Council is an independent and autonomous body intended for out-of-court
settlement of disputes between customers and members of the Bank Association of Slovenia. The Settlement
Council is composed of the representatives of consumers, representatives of member institutions of the Bank
Association of Slovenia (hereinafter referred to as: the Members) and the president of the Settlement Council.
Written complaint, which should contain a short request and all facts on which the request is based as well
as evidence for confirmation of these facts, must be sent to the following address: the Bank Association of
Slovenia – GIZ, Ljubljana, Šubičeva ulica 2, SI 1000 Ljubljana, Slovenia with the note: for the Settlement
Council. If a complaint is not comprehensive and clear, the Settlement Council can require supplementing.
The Settlement Council must examine complaints in a quickly and within a time limit that shall not be longer
that the deadlines determined in the relevant legislation. The Settlement Council shall deal with all customer
complaints in the area of breach of general business conditions, provisions of contractual relationships or
good business practice, while it shall not deal with complaints resulting from a customer’s dissatisfaction
with business policy of a specific member. Despite a complaint filed with the Settlement Council, the applicant
shall have the right to file at any time a lawsuit for settlement of a dispute between them and the Bank with
the competent court. For more information about the Settlement Council and its work, please refer to the web
page of the Bank Association of Slovenia at the following address: http://www.zbs-giz.si/.

SKB Banka d.d. Ljubljana, Ajdovščina 4, is registered with the Regional Court of Ljubljana • Registration number: 10148300 • Share capital: EUR 52,784,176.26 ZRPAVSNAV0715