In accordance with the regulations of the National Bank of Serbia and the principles of responsible business conduct, as of 15/10/2025, we are commencing the implementation of the Decision on Loan Repayment Relief Measures for our clients. 

The Decision was published in the Official Gazette of the RS, No. 78, on 12 September 2025 (hereinafter: the “Decision”).

The Decision specifies the conditions, criteria and manner of implementation of measures intended to facilitate loan repayment in situations where, during the contractual relationship, circumstances arise that place a natural person, entrepreneur or farmer (hereinafter: the “customer”) in a difficult financial situation, or other significant circumstances arise over which the customer has no control, with particular regard to the customer's personal circumstances.

1. loss of employment (proof of unemployment must be submitted);
2. significant decrease in income (the last three payslips must be submitted if you do not receive the full amount of your salary into an account with Banca Intesa ad Beograd (hereinafter: the “Bank”));
3. serious illness or serious injury resulting in reduced working capacity;
4. serious illness of a family member;
5. death of a family member (a Death Certificate must be submitted);
6. divorce, where the former spouse is a co-borrower/guarantor under the loan agreement (a Certificate of Marital Status must be submitted);
7. other circumstances that may result in a difficult financial situation, or other significant circumstances over which the customer has no control.

Based on the circumstances referred to above, you may request the following relief measures, by way of example and without limitation:

• extension of the repayment period with a reduction in the monthly payment obligation;
• change in the method of repayment of the debt, change in the type of agreement or change in the currency in which the obligation is denominated, if the obligation is not denominated in dinars;
• deferral of payment of the entire amount of the debt, interest or principal for a specified period, with or without the accrual of interest;
• partial repayment of the debt with an extension of the repayment period for the remaining debt.

An application for loan repayment relief may be submitted:

• At the Bank's nearest branch
• By email: by sending an email to zahtevi_kc@bancaintesa.rs, with the Subject Application for Loan Repayment Relief.  All necessary documentation must be submitted, depending on the type of circumstance, together with a completed and signed Application for Granting Relief Measures (a scanned copy or a document signed with a qualified electronic signature), which can be downloaded HERE. Prior to submitting the application, you are required to ensure that sufficient funds are available in your payment account for obtaining a Credit Bureau report, in a minimum amount of RSD 246.

The personal data you provide by email or at a branch will be processed in accordance with the Information on the Processing of Personal Data. By submitting your personal data by email, you shall be deemed to have confirmed that the Bank has informed you about the processing of your personal data in accordance with the Information on the Processing of Personal Data.

The decision shall be made within 30 days from the date of receipt of a complete and duly filled-in application, and you shall be notified thereof in writing.

With respect to the customer's obligations arising from loans approved under the guarantee scheme of the Republic of Serbia or with a guarantee from international financial institutions, as well as obligations arising from subsidized loans, the relief measures under this Decision may be applied only with the prior consent of the guarantor or subsidy provider, respectively. The deadline for making the decision may be extended by 15 days if the guarantor or subsidy provider for the loan fails to provide the Bank with consent to grant the relief within the prescribed deadline.

If the application is incomplete or improperly completed, the Bank shall, within three business days from the date of receipt of such application, notify you thereof and provide you with instructions on how to complete or properly arrange the application.

When deciding whether to offer you a particular relief measure, the Bank shall not be limited exclusively by the relief measure requested or by the conditions requested. 

The Bank may also offer another type of relief measure which it considers more appropriate in the specific case.

If, in your application, subsequent communication or complaint submitted to the Commission, you insist on the application of a specific relief measure, the Bank may require you to provide additional security in order to apply such relief measure. 

The Bank may reject an application in the following cases:

1. if it assesses that the circumstance stated by the customer as the reason for submitting the application for relief does not correspond to the circumstances specified above, and
2. if it assesses that such circumstance will not significantly affect the customer's ability to repay the loan regularly.

In the case referred to in item 2, if the loan is a housing loan secured by a mortgage over residential property (a house or apartment) in which you reside, and the circumstances referred to in Section I, items 1 through 6 above have occurred, the Bank shall allow you a pause in loan repayment for a period of at least two months, during which period it shall not charge interest on due obligations; however, the Bank shall be entitled to charge the contractual regular interest on the outstanding principal amount.

If the Bank rejects a relief measure or fails to respond to the application within the prescribed deadline, it shall notify you thereof in writing, stating the reasons for the decision, against which you may submit a complaint to the Bank's Relief Measures Commission (hereinafter: the “Commission”) within 10 days from the date of receipt of the decision rejecting the application or from the expiry of the deadline for responding.

The complaint shall be submitted to the Bank's email address: kontakt@bancaintesa.rs or by completing the contact form on the Bank website.

The Commission shall make a decision on the complaint and deliver it within 30 days from the date of receipt of the complaint. Exceptionally, the deadline may be extended by 15 days if it is necessary to establish additional facts and circumstances relevant to making the decision, of which the customer shall be notified within the prescribed deadline.

The Commission may uphold the complaint, i.e. amend the decision, and shall not be bound exclusively by the application submitted. The Commission may offer you a particular relief measure, or may offer a different relief measure or a relief measure under different conditions from those previously offered to you.

In relation to the Commission's decision, as well as in the event that the Commission fails to decide on the application within the prescribed deadline, you have the right to submit a complaint to the National Bank of Serbia.

The complaint may be submitted in writing:

• by mail to National Bank of Serbia, Department for Financial Consumer Protection, 17, Nemanjina St., 11000 Belgrade, or P.O. Box 712, 11000 Belgrade;
• via the website of the National Bank of Serbia, at the LINK.

In proceedings concerning a complaint, the National Bank of Serbia shall examine exclusively whether the Bank has complied with the regulations governing the procedure relating to the application, and during such proceedings it may not order the Bank to grant any relief measure.

For additional information, please visit the website of the National Bank of Serbia.