The main rules regulating consumer protection in the banking and financial sectors in the Republic of Croatia are set by laws. In some cases, detailed provisions of individual laws are elaborated by decisions and/or ordinances and if recommendations or examples of good practices relating to consumers are given, guidelines are also published.
- Consumer Protection Act, (OG 19/2022) and in particular:
- the provisions regarding the right to file a complaint and the time limit for providing a response to a complaint (Article 10);
- the provisions on unfair business practice (Articles 32 to 42);
- the provisions on unfair contractual terms (Articles 53 to 59);
- the provisions on distance consumer contract concerning the sale of financial services (Articles 87 to 102).
- Consumer Credit Act,
- Unofficial consolidated version of the Act (OG 75/2009, 112/2012, 143/2013, 147/2013, 9/2015, 78/2015, 102/2015 and 52/2016)
- Act on amendments to the Consumer Credit Act (OG 156/2023)
- Act on amendments to the Consumer Credit Act (OG 128/2022)
- Act on Consumer Housing Loans (OG 101/2017)
- Act on Amendments to the Act on Consumer Housing Loans (OG 156/2023)
- Act on amendments to the Act on Consumer Housing Loans (OG 128/2022)
- Decision on the necessary knowledge and competence of staff of credit institutions and credit intermediaries and on the requirements and the procedure for authorisation to provide credit intermediation services (OG 107/2017)
- Decision on amendments to the Decision on the necessary knowledge and competence of staff of credit institutions and credit intermediaries and on the requirements and the procedure for authorisation to provide credit intermediation services (OG 22/2019)
- Decision on amendments to the Decision on the necessary knowledge and competence of staff of credit institutions and credit intermediaries and on the requirements and the procedure for authorisation to provide credit intermediation services (OG 108/2024)
- Decision on the register of credit intermediaries (OG 107/2017)
- Decision on notification of the provision of cross-border credit intermediation services (OG 107/2017)
- Decision on the additional criteria for the assessment of consumer creditworthiness and on the procedure of collection of arrears and voluntary foreclosure (OG 107/2017)
- Decision on amendments to the Decision on the additional criteria for the assessment of consumer creditworthiness and on the procedure of collection of arrears and voluntary foreclosure (OG 20/2024)
- Decision on remuneration policies and practices related to the provision of banking products and/or services to consumers (OG 106/2018)
- Decision on the minimum content of residential real estate records (OG 109/2018)
- Credit Institutions Act
- the provisions on the sale of placements (Article 150, paragraph 5), and
- the provisions on consumer protection, including depositors in credit institutions (Articles 300 to 312c).
- Decision on the content of and the form in which consumers are provided information prior to contracting individual banking services (OG 107/2017)
- Decision on amendments to the Decision on the content of and the form in which consumers are provided information prior to contracting banking services (OG 91/2022)
- Decision on the effective interest rate (OG 105/2017)
- Decision on amendments to the Decision on the effective interest rate (OG 91/2022)
- Decision on conducting oversight of credit institutions and credit intermediaries and imposing measures in the area of consumer protection (OG 65/2022)
- Guidelines for the publication of the General operating conditions and amendments to the General operating conditions of credit institutions as regards their operations with consumers
- Guidelines for handling customer complaints in credit institutions, credit unions, payment institutions and electronic money institutions
- Guidelines on complaints-handling for the securities and banking sectors
- Payment System Act, and in particular:
- the provisions on the obligation to provide information to payment service users; the provisions on the rights and obligations in connection with the provision and use of payment services and the provisions on transaction accounts (Articles 11 to 79).
- Act on the Comparability of Fees Related to Payment Accounts, Payment Account Switching and Access to Basic Accounts
- Electronic Money Act
- Relevant EU regulation
