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How to make a complaint

If you wish to make a complaint, or you have noticed unauthorized transactions on your Aircash card, you can contact us and submit a written complaint in one of the following ways:
  • By post to the following address:
    Aircash d.o.o.
    Ulica grada Vukovara 271
    10 000 Zagreb, Hrvatska
    c/o Department for card transactions
Electronically to the following email address:
[email protected]
To submit a complaint and start the claim procedure, you need to:
  • Describe the event which is the subject of the complaint,
  • Submit potential evidence in support of the complaint,
  • Submit a filled out and signed Complaint Form for card transactions in which you will specify the unauthorized transactions.

For the purposes of clarifying the claim, we may ask you for further data if required. All statements made in your claim are verified and analyzed in detail and are handled in the shortest amount of time possible, in accordance with legislation.

To ensure safe and transparent mutual communication, when contacting us via email, you need to contact us from the email address you gave us beforehand, which is stored in our system. In this way, the security and confidentiality of data is ensured. If you are awaiting a response via email, please check your spam folder, as the response might have ended up in your spam folder.

Anonymous complaints will not be considered.

In the event that you are not satisfied with the outcome of the procedure relating to the submitted complaint, you can submit a complaint to the Croatian National Bank, which is the competent authority or contact the Mediation Centre of the Croatian Chamber of Economy in Zagreb, Roosevelt trg 2. The payment service provider (Aircash d.o.o.) is required to participate in the alternate dispute settlement which the consumer initiated with the competent authority