TEMELJNA OGRANIČENJA U POGLEDU PREDUGOVORNOG INFORMIRANJA KORISNIKA FINANSIJSKIH USLUGA NA TRŽIŠTU BOSNE I HERCEGOVINE
BASIC LIMITATIONS REGARDING PRE-CONTRACTUAL INFORMATION OF USERS OF FINANCIAL SERVICES ON THE MARKET OF BOSNIA AND HERZEGOVINA

Summary/Abstract: Duty to inform is one of the basic instruments of consumer protection (protection of users of financial services), which is especially important when it comes to complex and long-term financial services contracts. The purpose of pre-contractual information is to balance as much as possible the relationship between financial institutions and users in terms of understanding financial services, then empowering users in order to be able to make a responsible financial decision. However, it is realistic to expect from the average user of financial services that many pieces of information, due to their complexity, are very difficult to understand because they require the necessary legal and economic knowledge. Users of financial services are thus more vulnerable and exposed to greater risks than consumers in other segments of the final consumption market, so the question arises as to how effective pre-contractual information is as an effective instrument for protecting users of financial services. In this paper, the authors analyze certain aspects of the duty to inform, limitations and the consumer decision-making process. The aim of the research is: to determine the number of offers that users collect when deciding on the use of financial services, to analyze the presence of difficulties/limitations in collecting information on financial services, to consider the presence of complaints regarding problems in pre-contractual information process, determine the average ratings of clarity/understanding of certain information in pre-contractual information and determine the average rating of respondents’ trust in financial institutions.

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