Complaints, service problems and consumer advice
Put the booking, the problem and the remedy you want into one written complaint. Start with the company on your contract or receipt. A faulty service, a cancellation and an unauthorised card charge can follow different complaint routes.
Make the complaint specific
Write to the trader on the booking or receipt with the booking and service dates, price, what failed and the remedy you want. Attach the relevant terms, photographs and messages, and keep your own copies.
The Consumer Ombudsman’s service-defect form helps structure the complaint. Its linked state Act covers goods and services bought or used for personal or household needs within Bosnia and Herzegovina. For a foreign-platform booking, identify the contracting trader as well as the property, driver or activity supplier.
The published service-defect route
Article 19 of the Act linked by the Ombudsman addresses improperly or partly performed services. It describes completing or performing the service again, or reducing the agreed price for poorer quality. The current service form cites the Act and its 2015 amendment. A cancellation requires its own contract and legal assessment.
The Ombudsman’s FAQ explains this route. Articles 19 and 20 of the linked state Act give eight days from performance for a written complaint about a visible service defect. For a hidden defect, they give two months from discovery and a two-year outer limit from performance, with an exception for services requiring a guarantee certificate. A trader disputing the defect must reply in writing within eight days of receiving the request.
Complain promptly and obtain advice about the deadline for your contract. A change of travel plans is different from a service defect; the trader, terms and place of performance affect which route applies.
Advice, forms and contact details
The Ombudsman’s contact page lists Kneza Domagoja bb, 88000 Mostar, ozp@ozp.gov.ba, and +387 36 311 210 or +387 36 311 211. Its complaint form asks for the trader, evidence and any earlier complaint. Retain what you send and the reply.
The Market Surveillance Agency describes the Ombudsman’s role as general and collective consumer protection, rather than deciding an individual refund. Its directory lists Ministry advice on +387 33 263 165 or +387 33 263 166, Mondays and Wednesdays 10:00–12:00, and samir.sabljica@mvteo.gov.ba. Ask which authority and procedure fit your complaint.
Inspection, payment and a different kind of dispute
For an invoice, displayed-price issue or other consumer-rights infringement, the Agency’s directory points to market inspection in FBiH, RS or Brčko. Record the inspection reference, trader’s reply and any payment-provider deadline so you can follow each enquiry.
For a disputed card charge, contact the issuer through its verified support channel. Airline and insurance claims have their own procedures. For suspected deliberate fraud, use the fraud guide to protect the account and preserve evidence; a poor service alone does not prove a crime.
For suspected misuse of your personal information, keep the booking, privacy notice and your written request to the business. The BiH data-protection agency’s complaint guidance gives a separate route for privacy concerns. Read its instructions before sending documents.
Match the evidence to the booking
For a room problem, photograph what differs from the confirmation and ask for the specific fix or room change. If you move elsewhere, retain the new accommodation and transport receipts. For a missed tour or transfer, save the agreed meeting point and the time you were there.
For a hire-car damage charge, gather collection and return photographs, the signed condition record and the charge notice. For a restaurant, shop or taxi price dispute, keep the displayed or agreed price beside the bill and company details. Avoid a confrontation to collect evidence; seek police help if threatened.
You can write: “I booked [service] for [date] with [trader], reference [code]. The confirmation said [promise]; what happened was [facts]. I request [remedy]. I attach [evidence]. Please reply in writing.” A requested reply date does not replace a legal deadline.