Suggestion & Complains

Suggestion & Complains

Banka Kombëtare Tregtare is aiming to reach as much as possible the clients requirements and expectations. We believe that together we can find the ways to have an open communication. While positive comments are welcome, we assure you that any suggestion or complaint will receive the maximum attention from our part.

Suggestion will be considered any proposal, presentation of an idea or opinion that may affect the improvement of the products or services offered, making them more suitable to current requirements or needs.

Complaint will be considered the expression of dissatisfaction, assertion on the disapproval of a product or service that BKT offers, in a situation that can be verified.

To make our products and services reach the level of your expectations, you can send your complaint / suggestions using the channels below. For a faster follow up and response to your case, please, provide all the information you have with accurate and complete details.

What should I include in my complaint?

  1. Your name and surname;
  2. A telephone number or an address for correspondence or e-mail;
  3. Description of the complaint with accurate and complete details and your expectations;

Which are the ways to contact with BKT in cases of a complaint or suggestion?

  • E-mail
    You can send an e-mail at callcenter@bkt.com.al or info@bkt.com.al related to your complaint or suggestion.
  • Suggestion boxes in branches
    In every BKT branch, you can find the Suggestion Boxes and you can fill the related form. The boxes can be opened only by the authorized staff as per defined procedures once in three months and will be sent to the responsible staff to be followed. For any urgent case, please, do not hesitate to contact us through the Call Center.
  • Call Center
    You can contact our customer service at +355 42 266 288 every day, 24 hours. Our staff will try to find an appropriate solution to your problem or transfer your complaint to the complaint/suggestion unit for a more efficient or technical response.
  • Webpage Form
    You can send your complaint or suggestion through the link:
  • Suggestion & Complain Form
  • Direct mail
    For any complaint or suggestion, you can send a letter to the below address:
    • Banka Kombëtare Tregtare
    • Bulevardi Zhan D’Ark, Tiranë, Shqipëri
    • Please, enclose a copy of your ID with the letter you will send in the address mentioned and all the supportive documents (photocopy).
    Please, enclose a copy of your ID with the letter you will send in the address mentioned and all the supportive documents (photocopy).
  • Internet banking, social media, WhatsApp
    • You can send your complaint/suggestion using Internet Banking from the Menu “Contact us” or
    • you can fill the complaint/suggestion form through Banka Kombëtare Tregtare social media. Also,
    • you can send a message at WhatsApp number +355674000018.

How long it takes to receive an answer?

For complaints related to situation that can be verified, the responsible unit for managing complaints will send a response within 15 business days (from the moment that the complaint is received from the unit that is responsible for complaints). All other suggestions will be sent to the relevant structures to be considered further.

Note:The Bank, based on the Law no. 9887, dated 10 March 2008, amended to "Personal Data" and to be more transparent with its clients, announces that the calls made from the complaints/suggestion unit in response of the complaints received will be registered.

How will BKT proceed with my complaint?

The information reported will be sent to the respective complaints/suggestions unit to be followed.

When the client reports a complaint/suggestion agrees that within his/her knowledge all the information provided is true and accurate and also agrees that with the purpose of proceeding effectively with the complaint/suggestion and making the necessary verifications, the information reported can be shared with other structures within Banka Kombetare Tregtare or other institutions under the legal framework that allows it.

If necessary, the client, within 15 business days can be contacted for other information or documents that can be needed related to the complaint.

Banka Kombetare Tregtare may publish examples of discontent/irregularities based on real complaints but will always respect confidentiality and will not misuse clients’ personal information.

Banka Kombëtare Tregtare informs that your complaint will be followed with priority and responsibility. Also, be informed that you can follow your complaint with other institutions as forecast by Albanian Legislation.