Ombudsman for clients

Your satisfaction remains a key priority for our institution. The Ombudsman for clients is here to help you with complaints, claims, and other suggestions.

Begin by completing the form

If you believe an error has occurred or if you are dissatisfied with the service provided, please inform us at your earliest convenience. You may submit a claim or complaint through our straightforward online form.

Go to the form

Pavel Sedlář

Pavel Sedlář studied finance at the Faculty of Finance and Accounting of the University of Economics in Prague. Since 2002, he has worked in the banking industry, where he has mainly been involved in control functions in internal audit, risk management and prudential supervision of the banking sector in the Czech Republic. He worked at ČSOB, Komerční banka, Hypo stavební spořitelna and then in the banking supervision of the Czech National Bank.

In February 2024, he took up the position of Compliance Director at MONETA Money Bank and is thus responsible for ensuring that MONETA Group members operate in accordance with legal requirements and ethical standards. At the same time, he became the Ombudsman for MONETA Group clients.

How we deal with your submissions

The ombudsman and his team are responsible for various specific cases, including complaints escalated to regulators and complaints involving high financial amounts.

Independent decision-making

Client's Ombudsman works closely with other departments across MONETA, has access to all information and always makes decisions independently.
Finding causes and solutions

In addition to finding an appropriate solution to the situation, the Ombudsman looks for the root causes of problematic situations and proposes mechanisms to eliminate them.
Result and procedure

The Ombudsman will inform you of the outcome of your submission within 30 days. In more complex cases, he or she will inform you of the next step within 30 days.

Please note that if the Ombudsman receives a complaint that has not yet been dealt with as a claim or complaint or does not fall within the specific group of cases dealt with here, it will be forwarded to the relevant department for investigation and you will be informed of the progress by that department.

How to contact the Client Ombudsman

Choose a method of contact and describe your situation in detail. Please remember to include the complaint number related to the appeal you are submitting. We would like to inform you that any other submissions (other than appeals against complaints or grievances) will not be addressed by the ombudsman.