News

5 December 2025

Ombudsman Velislava Delcheva sent a letter to the Deputy Governor of the Bulgarian National Bank, Radoslav Milenkov, regarding complaints from citizens about the way commercial banks sell starter kits with euro coins.

The public defender has received reports that DSK Bank and UBB branches do not provide publicly available information on the terms and conditions of sale, that packages are only offered to the bank's customers, transactions are carried out exclusively by cashless means, and purchases by authorised persons are not permitted, which is particularly difficult for elderly and immobile people.

The complaints are also confirmed by a BTA reporter's check on 1 December 2025, according to which banks – DSK, UBB and Post Bank – sell starter kits only to their customers. Cases of lack of or limited availability have also been identified in branches of Central Cooperative Bank, United Bulgarian Bank, Investbank, and First Investment Bank.

In her letter, the Ombudsman emphasises that such practices contravene Ordinance No. 46 of the Bulgarian National Bank of 31 July 2025 and the Guidelines thereto, which require the free sale of starter kits to individuals after their identity has been established. In addition, the by-law regulates the possibility of both cashless and cash payments, as well as sales starting on 1 December 2025, without restriction only to customers of the respective bank.

"The analysis leads to the conclusion that banks should not impose restrictions on the sale of starter kits with euro coins – only to their customers and only in cashless form," Delcheva points out.

The Ombudsman has asked the BNB to provide an opinion on the readiness of banks and Bulgarian Posts to ensure equal access for citizens to starter kits and, if necessary, to take action to ensure the proper implementation of the procedure.

In her position, Delcheva also recalls the European Commission's Recommendation of 10 January 2008, according to which citizens should be able to purchase at least one set of euro coins in the weeks before the currency changeover in order to ensure a smooth and fair transition to the euro.