Customer Satisfaction

Satisfying our customers is our main focus. This principle guides all our activities and applies to our everyday engagements. The key elements are transparency, high-quality service and achievement of customer loyalty in the long term. Our different products and services are always present in the market with aim to meet customers’ requirements and needs. 

Nevertheless, there may be occasions when our customers’ satisfaction is not on the expected level and we make effort to overcome this by recommending suitable solutions.

We, as a trusted partner are always open to receive any appreciation, request, complaint or suggestion in order to ensure customer satisfaction.

For this purpose you can contact us through the following features:


Quality and Complaint Management Department

St. “Kiril i Metodij” no.54, 1000 Skopje

  • by using the complaint brochure
  • by calling the following telephone number: +389 2 3240 800

Personal Data Protection and Privacy Statement

This statement:

  • Describes the personal data that we collect;
  • How we collect data and why;
  • How data will be used and who we can disclose or transfer data to and why;
  • How data can be corrected or deleted;
  • The measures that we take to protect data; and
  • The process and contact information that customers can use to raise enquiries, concerns and complaints.  

Which Personal Data?

Personal data (“Personal Data”) refers to all and any information relating to you obtained by us in the course of and as a result of the provision of any products and services by us to you. Such Personal Data includes but not limited to your name, mailing address, telephone number(s) and personal email address and Personal ID number. We shall treat your Personal Data as confidential and will accord due level of care in accordance with our Personal Data Protection Law and its related bylaws and regulations.

Purpose of the Collection of Personal Data

When you do provide us with personal data, we usually use it to respond to your inquiry, process your order or provide you access to specific information or offers. Also, to support our customer relationship with you:

  • we may store and process personal data and share it with other Halkbank’s affiliates to better understand your business needs and how we can improve our products and services; or
  • we (or a third party subcontractor on our behalf) may use personal data to contact you about a Halkbank offer in support of your business needs or to conduct online surveys to understand better our customers' needs.

If you choose not to have your personal data used to support our customer relationship (especially direct marketing or market research), we will respect your choice. We do not sell or otherwise market your personal data to third parties.

Direct Marketing

From time to time, we may contact you via mail, electronic-mail, telephone (call or SMS-Text) or facsimile, to inform about our products and services, or about special offers and promotions that we think may be of interest to you. You can let us know at any time if you no longer wish to receive marketing material (by contacting formally through our Branch offices) and we will remove your details from our direct marketing database.

Withdrawals of Consents

Should you wish to withdraw your consent for us to send you sales and marketing information via a specific mode or all modes of communications (e.g., mail, email, telephone calls, SMS-Text), please visit us in one of our branches and notify us by writing a new consent.

Ensuring Personal Data is up-to-date

We rely on the Personal Data we hold in conducting our business. Therefore, it is very important that the Personal Data we hold is accurate, complete and up-to-date.

If you find that the Personal Data we hold about you is incorrect, please contact us immediately and we will correct it.

Access to Personal Data by individuals

You can access most of the Personal Data we hold about you by contacting us formally through our Branch offices.
We may charge an access fee to cover the reasonable cost of retrieving the information and supplying it to you.

Access to Personal Data may be refused in a number of circumstances, such as where the Personal Data relates to anticipated legal proceedings or the request for access is frivolous or vexatious.

Security of Personal Data

Security of Personal Data is important to us and we take all reasonable precautions to protect Personal Data from misuse, loss, unauthorized access, modification or disclosure.


We will retain your Personal Data for a reasonable period for the purposes as cited or until you request for us to delete the Personal Data, or as required by law.

Acceptance and Links to other Websites

This Halkbank’s website may contain links to other websites, which are provided solely as a convenience to you and not as an endorsement by Halkbank of the contents of other web sites. The other web sites may have their own policies, which Halkbank does not control, and thus are not addressed or controlled by this statement or the Halkbank’s Information Security Policy. 

Cookies in e-Banking

A cookie is a piece of data stored on your hard drive containing information about you. Halkbank uses cookies in order to identify a user session, but usage of a cookie is in no way linked to any personally identifiable information while on the Halkbank website.

When you view one of our Web sites, we may store some data on your computer in the form of a "cookie" to automatically recognize your PC next time you visit. Cookies can help us in many ways, for example, by allowing us to tailor a Web site to better match your interests or to store your password to save you having to re-enter it each time. If you do not wish to receive cookies, please configure your Internet browser to erase all cookies from your computer's hard drive, block all cookies or to receive a warning before a cookie is stored.

Most browsers are initially set up to accept cookies. Though most cookies expire after a certain period of time, you can choose to delete a cookie file at any time. You can do so by resetting your browser to refuse all cookies or to indicate when a cookie is sent. 

However, some Halkbank features or services may not function properly without cookies. Some of our service sites such as about monitoring our satisfaction survey use cookies on the Halkbank site. Halkbank AD Skopje has no access to or control over these cookies. This privacy statement covers the use of cookies by the Halkbank AD Skopje site only and does not cover the use of cookies by anyone else.

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