Loan dispute — Centar za mirenje HGK · Croatia

Direct answer

Every lender must have a complaints procedure and answer within a fixed deadline, so start there in writing. When they refuse, ignore you or the deadline passes, Centar za mirenje HGK — financijske usluge / HNB pritužbe (01 4564 555) — the financial ombudsman for Croatia — decides for free and the lender must follow. HANFA / HNB — upozorenja (01 6173 200) licenses lenders and takes complaints about unlicensed or predatory lending, hidden costs and unfair terms. Državni inspektorat — tržišna inspekcija (01 2375 100) helps with your rights as a consumer, such as the 14-day withdrawal from any credit agreement.

Call firstCentar za mirenje HGK — financijske usluge / HNB pritužbe

Report toHANFA / HNB — upozorenja

If that failsDržavni inspektorat — tržišna inspekcija

🗣️ What to say

"I make a formal complaint about agreement [number]. [The interest / fee / charge] was not disclosed clearly / is not in the contract / the payment plan was changed without my consent. I ask you to [refund / correct] within the legal deadline and to confirm in writing."

🪜 Step by step

Complain to the lenderIn writing, with the word "complaint". They must answer within the legal deadline (often 15 working days, up to two months).
Check the paperworkPre-contract information, total cost of credit, APR — missing or misleading information can make fees unenforceable.
Withdrawal rightAny consumer credit can be cancelled within 14 days without reason, repaying only the capital and interest for the days used.
Escalate to Centar za mirenje HGK — financijske usluge / HNB pritužbeFree, in writing, binding on the lender up to a limit. Attach the complaint and the answer.
Unlicensed lender: HANFA / HNB — upozorenjaCheck the register. An unlicensed lender cannot enforce interest and may not enforce the loan at all.

📇 All contacts

Centar za mirenje HGK — financijske usluge / HNB pritužbeMediation with banks; the central bank takes consumer complaintsAfter complaining to the bank without a solution📞 01 4564 555 🔗 www.hnb.hr/potrosaci

HANFA / HNB — upozorenjaSupervision; warnings on unauthorised firmsUnauthorised firms📞 01 6173 200 🔗 www.hanfa.hr

Državni inspektorat — tržišna inspekcijaReports, inspections, fines for tradersWhen the shop refuses📞 01 2375 100 🔗 dirh.gov.hr/podnosenje-prijava/83

FINA — osobni stečaj potrošača / savjetovalištaOut-of-court consumer bankruptcy, adviceWhen debts become unmanageable📞 0800 0080 🔗 www.fina.hr/stecaj-potrosaca

❓ Frequently asked

Buy-now-pay-later counts as credit?

Yes since the 2023 consumer credit rules: same complaint rights, same ombudsman, and the fees must be disclosed up front.

They added a "late fee" I never saw

A fee not in the contract cannot be charged. Dispute it and complain; the ombudsman removes these routinely.

Can they take money from my account?

Only with a valid direct-debit mandate you gave. You can revoke the mandate at the bank and reverse unauthorised debits.

📎 Sources

Last checked: 2026-09-26

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“loan company complaint Croatia”
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