Your Voice Matters!
IBAS aims to be closer to you! Every suggestion or complaint will be taken very seriously by us because we believe that together we can find solutions to any problems you may encounter while using our services.
A suggestion is considered any proposal, presentation of an idea, or thought that may contribute to the improvement of our products or services, making them better suited to your needs.
A complaint is considered an expression of dissatisfaction or a report regarding the disapproval or malfunctioning of a product or service offered by IBAS, in a situation that can be verified.
To ensure that our products and services meet your expectations, you can submit your complaint or suggestion through the following channels. For faster processing and a timely response to your case, please provide all the relevant information with accurate and complete details.
What should I include in my complaint?
- Your first and last name
- A phone number or an email address for correspondence
- A detailed and accurate description of your complaint along with your expectations
- If applicable, submit any relevant documents that support your case
You can contact us with any suggestions or complaints through the following channels:
- Call us at +383 38 600 300
- Email: ankese@ibas.world
- Visit any of our branches or the Head Office
- Postal address: Head Office, Tirana str. No. 91, 10,000, Prishtina
IBAS assures you that your complaint will be handled with priority and responsibility in accordance with applicable regulations.
Your complaint will be addressed immediately. Any decision regarding the complaint will be made within 15 days and communicated to you in writing. For more complex complaints, the deadline may be extended to 30 days.
If your complaint is not addressed within the given timeframe, you have the right to appeal to the Central Bank of Kosovo, another public authority, or even the Court.
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