PSD2 requires 15 days. kazva.bg tracks every one.
Payment service providers must respond to complaints within 15 working days. EBA guidelines mandate a dedicated complaints management function.
Mandatory Requirement
ЗПУПС (Payment Services Act / PSD2 transposition), чл. ~174:
- Payment service providers MUST respond to complaints within 15 working days
- Extension to 35 working days only for reasons beyond the provider's control
- Failed/unsatisfied complaints go to ПКПС (Payment Disputes Conciliation Commission) at BNB
EBA/ESMA Joint Committee Guidelines (JC 2018 35):
- Complaints management policy required
- Dedicated complaints management function
- Registration, reporting, internal follow-up, and response procedures — all mandatory for supervised institutions
Закон за платежните услуги и платежните системи (ЗПУПС); EBA/ESMA Joint Committee Guidelines on complaints-handling (JC 2018 35)
What the law requires
15-day complaint response SLA (ЗПУПС)
kazva.bg: Partial
Complaints management function (EBA/ESMA)
kazva.bg: Partial
Complaint registration and reporting
kazva.bg: Covered
Applicable standards
| Standard | Description | Relevance |
|---|---|---|
| БДС ISO 10002:2018 | Quality management — Customer satisfaction — Complaints handling Full standard | THE complaints handling standard — kazva.bg provides documented complaint capture, categorization, and response time tracking. |
| БДС EN ISO 9001:2015 | Quality management systems §9.1.2 Customer satisfaction | Financial institutions with ISO 9001 certification must demonstrate systematic customer satisfaction measurement. |
Industry benchmarks
| Level | NPS |
|---|---|
| Good | 35+ |
| Average | 20–34 |
| Poor | <20 |
EPSI Netherlands 2024: sector average 67.2; CustomerGauge: Banking avg NPS 30; NPS Prism 2024: 190,000+ customers, 141 banks, 10 European countries
FinTech dramatically outperforms traditional banking (NPS 80-90 vs 7-30). European data from EPSI Rating covers Nordic/NL markets.