CBK advises you to first contact the relevant financial institution and seek solutions from them.

It is best to submit the appeal to the financial institution in writing because you can record everything you are told. Financial institutions under the supervision of the CBK are obliged to notify you in writing that they have received your appeal and must respond in writing within 15 days of your appeal date, letting you know if your appeal has been resolved or rejected.

Also, they should inform you in writing if they need more time to review your appeal.

Therefore, please pay attention to the deadline of 15 days from the day of the appeal before contacting the CBK. If you are not satisfied with the answer provided by the financial institution, if they have rejected your appeal or you did not receive a response within 15 days, then you can contact CBK.

In order to file an appeal with the CBK, you must complete the form which can be found at the  Contact in the official website of the Central Bank of the Republic of Kosovo. The form is filled out according to the attached instructions and is sent by email to: mailto:[email protected] or through official mail at the address: Str. Garibaldi, No. 33, Prishtina, Kosovo, at the same time you can submit your appeals personally to archive office of the Central Bank of the Republic of Kosovo.

Appeals are accepted only in writing and the response will also be received in writing.

The CBK does not determine prices and fees for banks' products/services, they set prices and fees for their products and services individually based on their business policies.

However, through the “Regulation on Effective Interest Rate and Bank Disclosure Requirements”, the CBK requires banks that all prices and fees for their products and services be directly related to the cost of providing these products and services, and be disclosed visibly and be available to all their customers so that customers can compare the prices and fees of different banks.

The duration of the loan closure procedure is determined by the Law on Consumer Protection, as well as the terms of the credit contract you have entered into with the relevant financial institution.
Which loans cannot be paid in advance under the Law on Consumer Protection?

The Law on Consumer Protection states that the following are excluded from the scope of this law: (non-consumer loans) loans granted for housing, investment, and expansion of business or property, as well as loans secured by a mortgage or by any other comparable insurance, commonly used on immovable property, or secured by a right related to immovable property.

Compulsory liability insurance of the owner and the holder of the motor vehicle for damages caused to third parties.

The insurance policy is contracted only by insurers licensed by the CBK. The insurance policy should be unique throughout the territory of the Republic of Kosovo.