Privacy Policy

NLB Banka a.d. Banja Luka (hereinafter: NLB Banka or the Bank) is committed to protecting the privacy of its users, complying with all applicable laws and regulations, and applying modern technological solutions to achieve this goal.

This Privacy Policy provides an overview of the methods of collecting, processing, and protecting personal data of users who visit the Bank’s website, use electronic banking services (NLB eKlik, NLB WebInfo, NLB SMS), or the mobile banking application (mKlik).

The use of Electronic and Mobile Banking is regulated by the agreement between the User and the Bank, concluded prior to service activation, as well as the General Terms and Conditions and the Special Terms and Conditions for issuing and using electronic payment instruments for legal entities and individuals (hereinafter: Special Terms).

The Bank collects and processes User’s personal data for the purpose of improving user experience, providing services, and fulfilling legal obligations. Data may be collected through:

• Concluding agreements for the use of banking services
• Electronic and Mobile Banking
• E-mail communication, telephone calls, video calls, or in-branch meetings
• Customer satisfaction surveys and promotional activities
• Social media platforms and publicly available information shared on them

All data is processed in accordance with the principles of lawfulness, transparency and purpose limitation.

Personal data is retained only for the time necessary to achieve the purpose of processing or as required by law, after which it is archived or destroyed, in line with legal and business obligations.

By signing a service agreement, a contractual relationship is established on the basis of which the Bank may collect, verify and process the User’s personal data, including data on authorized persons, guarantors, and other related individuals (with their consent), as well as any information necessary for fulfilling obligations arising from the specific contract.Data may also be obtained from state registers, other institutions, and legal entities, in accordance with the law or a concluded legal arrangement.For marketing purposes, data may be collected and processed based on the User’s explicit consent.

All information regarding the business relationship between the Bank and the User constitutes the Bank’s business secret. The Bank may share certain User data with third parties in accordance with the General and Special Terms and Conditions and applicable regulations. Personal data may be transferred to third parties, domestically or internationally, under the following conditions:

•    When required by law
• Based on a contract concluded with the User
• With the User’s consent
• When necessary for execution of a contracted service, provided that the Bank has a confidentiality agreement with the third party
•   Upon request of legislative, regulatory or enforcement authorities
• When required for the detection or prevention of criminal activities by competent authorities

User data may also be exchanged for other specific purposes if explicitly consented to by the User or if required by law.

NLB Banka applies the highest standards of personal data protection, ensuring confidentiality, integrity, and availability of user data. Protective measures include, but are not limited to, technical, organizational, legal, and procedural safeguards in line with applicable regulations.

Bank employees are required to maintain the confidentiality of User data. Data security is also reinforced through the NLB Group’s policies for the protection of confidential information and personal data.

NLB Banka places the privacy of its users at the highest priority. The Bank has internally appointed a Data Protection Officer (DPO).

The Bank will review your inquiries regarding personal data processing and enable you to exercise your rights provided under the Personal Data Protection Act.

You may contact us via:

• E-mail:  DPO@nlb-rs.ba,
• Phone: 0800 50510,
• Postal address: Milana Tepića 4, 78000 Banja Luka, Republic of Srpska / Bosnia and Herzegovina