In order to achieve the objectives together with our customers and to stay close to our customers during
the joint journey, our institution welcomes any complaint or suggestion of yours.
If you have any ideas or thoughts on how we can improve our services in a way that they are more
suitable for you, then do not hesitate to suggest them to us.
If you have any complaints about our products or services, we encourage you to let us know
immediately. You can make a complaint for misconduct by our employees, as well as for any other
negative experience and dissatisfaction you may have with our products or services. You can write to us
via e-mail, contact us by phone or send us a letter to our postal address in Albanian or in your native
language if Albanian and English are not your native languages. You can also take, at your request the
complaints/suggestions form at one of our branches, fill it in and send it to us.
Your complaint or suggestion must contain:
– Name and Surname
– The number of the loan
– Phone number
– Electronic address or residential address
– If it is possible, the documents or other facts that support your complaint.
You can make complaints or suggestions in one of the communication channels mentioned below:
– Postal address: Rr. Azem Jashanica no. 86, Arbëri, 10000 Pristina, Kosovo
– Phone number 049945230
– Email: kastriot.kgmamf@gmail.com
– By showing up at one of our branches or at the Central Office.
After we receive the complaint, we immediately identify it with an identification number which you can
then use it as a reference number when exchanging information with you about the complaint process.
The response to the received complaint will be returned within 15 calendar days by our Complaints
Department. If the complaint is accepted on any day that is not a working day, then the next working
day will be considered as the initial day of analyzing the complaint.
The answer will be given in the communication channel in which the complaint was made, unless
another communication channel is chosen by You.
If you are not satisfied with our answer and consider that the complaint was not addressed properly,
then you can take other steps, further addressing the complaint to the Central Bank of Kosovo (CBK).