Legal Information

Legal and Regulatory Information

Information on the legal status, licensing, and supervision of Banka Jet SH.A

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Banka Jet SH.A., operating under the trade name “Jet Bank”, is a bank licensed by the Bank of Albania under License No. 20, dated 31.03.2026, and is subject to the regulation and supervision of the Bank of Albania.

Licensing and Supervision

Banka Jet SH.A exercises banking activity in the Republic of Albania based on the license granted by the Bank of Albania and in accordance with applicable banking legislation, regulatory acts, and supervisory requirements.

Personal Data Protection

Who is responsible for my personal data?

Banka Jet SH.A is the controller of your personal data. This means that the Bank determines the purposes and the manner in which your personal data is collected, used, stored, and protected, in accordance with the applicable legislation on personal data protection.

Why does the Bank process my personal data?

We process your personal data to enable your identification and verification, account opening and management, provision of banking products and services, execution of transactions, communication with you, and the fulfillment of our legal and regulatory obligations.

Data may also be used for security purposes, fraud prevention, prevention of money laundering and terrorist financing, screening against sanctions lists, as well as for risk management and the protection of the legitimate interests of the Bank and its customers.

What kind of data can the Bank process?

Depending on the product or service you use, the Bank may process identification data, contact data, financial data, transaction data, documents or information necessary for your verification, as well as other data required by law or necessary for the provision of banking services.

We only process data that is necessary for the respective purposes and retain it for as long as required by law, by the contractual relationship with you, or by the legitimate interests of the Bank.

Does the Bank share my data with third parties?

Yes, in certain cases. The Bank may share your personal data with service providers, authorized processors, contractual partners, correspondent banks, payment systems, technology providers, professional consultants, public, regulatory, or law enforcement authorities, when necessary and permitted by law.

Any data sharing is carried out only for legitimate purposes, to the extent necessary, and by implementing appropriate security and confidentiality measures.

Can I access or correct my data?

Yes. You have the right to request access to your personal data and, when necessary, to request its correction or update. If you notice that any data is incorrect or incomplete, you can contact us to correct it.

In certain cases, you may also request the deletion, restriction of processing, objection to processing, or transfer of your data, in accordance with the conditions and limitations provided by the legislation in force.

Can I object to the processing of my data?

In some cases, yes. You can object to the processing of your personal data when the processing is based on the legitimate interest of the Bank or when the data is used for certain communication or marketing purposes, if applicable.

However, in certain cases, the Bank may be obliged to continue processing or storing your data due to legal, regulatory, or contractual obligations, or for security and fraud prevention purposes.

How does the Bank protect my data?

The Bank implements technical, organizational, and security measures to protect personal data from unauthorized access, loss, misuse, alteration, or unauthorized disclosure. These measures include access controls, security systems, internal procedures, monitoring, and restricting processing only to persons who have a legitimate need for access.

Who can I contact for questions regarding personal data?

For any questions, requests, or complaints regarding the processing of personal data, you can contact the Bank at the address:

dpo@jet-bank.com

The Bank will review your request and respond to you in accordance with the deadlines and procedures provided by the legislation in force.

Where can I read more?

For more information on how the Bank collects, uses, stores, and protects your personal data, please read the Bank's Privacy Policy.

Prevention of Money Laundering, Terrorist Financing, and Enforcement of Sanctions

Why does the Bank request information for my identification?

Banka Jet SH.A has the legal and regulatory obligation to identify and verify its customers before opening an account or providing banking products and services.

This process helps us confirm your identity, understand the purpose of the banking relationship, and ensure that our services are used in a lawful, secure manner and in accordance with the requirements for preventing money laundering, terrorist financing, fraud, and the violation of sanctions.

What information can the Bank request from me?

Depending on the product or service you request, your risk profile, and the legal requirements in force, the Bank may request identification data, supporting documents, information on address, occupation, source of income, source of funds, purpose of account use, as well as any other information necessary for the fulfillment of our legal and regulatory obligations.

In certain cases, the Bank may request additional information or documentation even after the account is opened, in order to update data, verify certain transactions, or fulfill ongoing monitoring obligations.

Why does the Bank monitor transactions?

The Bank monitors transactions and account activity to identify, prevent, and manage risks related to money laundering, terrorist financing, fraud, tax evasion, violation of sanctions, or unauthorized use of banking products and services.

Monitoring is carried out in accordance with the legislation in force, the customer profile, the nature of the banking relationship, and the information the Bank possesses regarding the purpose and manner of account use.

Does the Bank check sanctions lists?

Yes. The Bank performs checks against sanctions lists, lists of politically exposed persons (PEPs), other applicable lists, and other information sources when required or permitted by legislation and regulatory standards.

These checks may be performed for customers, their representatives, ultimate beneficial owners (UBOs), parties involved in transactions, as well as for any other person or entity related to the banking relationship or the use of the Bank's products and services.

What activities are not allowed?

The Bank's products and services cannot be used for illegal purposes, including money laundering, terrorist financing, avoidance or violation of sanctions, fraud, tax evasion, financing of criminal activities, use of funds of illegal origin, or any other activity prohibited by the legislation in force.

The Bank may impose additional restrictions on certain categories of customers, transactions, countries, activities, or products, in accordance with its internal policies, risk assessment, and legal and regulatory requirements.

What happens if the requested information is not provided?

If the requested information or documentation is not provided, is incorrect, incomplete, unclear, or cannot be verified, the Bank may not be able to open the account, provide a product or service, execute a transaction, or continue the banking relationship.

In such cases, the Bank reserves the right to refuse the request, restrict the use of the account or services, and suspend or terminate the relationship with the customer, in accordance with the legislation in force and applicable contractual terms.

Can the Bank refuse a transaction?

Yes. The Bank may refuse, suspend, delay, or not execute a transaction when required or permitted by law, regulatory acts, its internal policies, sanctions requirements, or when the transaction presents an unacceptable risk to the Bank.

In certain cases, the Bank may request additional information or documentation before deciding whether the transaction can be carried out.

Can the Bank report to the authorities?

Yes. When required or permitted by law, the Bank may report to the competent authorities information, data, actions, transactions, or suspicions related to money laundering, terrorist financing, fraud, violation of sanctions, or other illegal activities.

In these cases, the Bank acts in accordance with legal and regulatory obligations and may be restricted in the information it can provide to the customer regarding the measures taken or reports made.

Can these controls change over time?

Yes. The Bank may update, modify, or expand its controls, information requirements, restrictions, and internal procedures to reflect changes in legislation, regulatory requirements, international standards, risk assessments, or banking security practices.

These measures aim to protect the Bank, its customers, and the integrity of the financial system.

Customer Care and Complaint Handling

Why is customer care important?

Banka Jet SH.A attaches special importance to the relationship with customers and aims to offer professional, secure, transparent banking services tailored to their needs.

We value every opinion, suggestion, or concern related to our products and services, as these help us continuously improve service quality, internal processes, and the way we communicate with customers.

What is considered a complaint?

A complaint is considered any dissatisfaction, concern, or feedback submitted by the customer regarding the Bank's products or services, the manner of their delivery, the processes followed, communication with the Bank, or the behavior of its staff.

The complaint may relate, among other things, to the opening or use of the account, transactions, the bank card, the application, fees, communication, delays, service quality, or any other aspect of the banking relationship.

What is considered a suggestion?

A suggestion is considered any idea, proposal, or opinion presented by the customer, which can help Banka Jet SH.A improve products, services, processes, digital functionalities, or the way of communicating with customers.

Suggestions are not necessarily treated as complaints, but are reviewed by the Bank as part of its efforts to continually improve the customer experience.

How can I submit a complaint or suggestion?

For any complaint, suggestion, or concern regarding our products and services, customers can contact us through the following channels:

• E-mail: info@jet-bank.com
• Telephone: 044507777
• Bank Address: Sheshi Italia, Lake Park Central, Hotel Mak Albania, Godina B3, Kati i Dytë, Tiranë, Shqipëri.

Depending on the nature of the request, the Bank may ask for additional information or documentation to accurately identify the issue and address it comprehensively.

What information should I include in the complaint?

To help us handle the complaint as quickly and accurately as possible, it is recommended that the complaint contains:

• The customer's first and last name
• Contact details
• A description of the issue
• The date when the event occurred
• The product or service to which the complaint relates
• Any supporting documents or information that may assist in its review

Within what timeframe will I receive a response?

After receiving the complaint, Banka Jet SH.A reviews it carefully and replies in writing within a period of 15 working days.

The response may be provided via e-mail, official letter, the Bank's application, or another communication channel used by the customer, depending on how the complaint was submitted and the nature of the issue.

What happens if the review takes more time?

In special cases, when for objective reasons the review of the complaint requires more time, the Bank will notify the customer in writing or through the relevant communication channel.

The notification will contain the reason for the delay, the status of the complaint review, and the new expected deadline for returning the response.

What can I do if I am not satisfied with the Bank's response?

If, after receiving the response from the Bank, the customer is not satisfied with the handling of the complaint, they can follow other paths provided by the legislation in force.

The customer can also address the Bank of Albania at the e-mail address: public@bankofalbania.org, in accordance with the applicable procedures for handling customer complaints.

How can I request the blocking of my bank card?

In case of loss, theft, suspicious use, or the need to block the bank card, customers must act immediately.

• Card blocking can be requested through the Bank's application or by contacting the Bank at the phone number: 044507777

For security reasons, customers must notify the Bank immediately as soon as they find or suspect loss, theft, unauthorized use, or compromise of card data.