The consideration procedure of consumers of financial services

1. General provisions

1.1. The consideration Procedure of consumer financial services sets the common for all employees National Bank of Pakistan of the Bishkek Branch (hereinafter – the Branch)) requirements to consider appeals of consumers of financial services and ensure monitoring of compliance with deadlines responses in accordance with the current legislation of the Kyrgyz Republic, normative documents of Branch and the present document.

1.2. The document uses the following terms:

1) financial services – services provided by the bank in accordance with the legislation of the Kyrgyz Republic;

2) financial services consumer – any natural person, including individual entrepreneur to use, use or intending use financial services;

3) treatment – oral or written appeal (application, offer, complaint) consumer bank about financial services.

1.3. Consideration and further processed only subject to appeal consumer’s financial services, containing the sender’s contact information (full name, name (for legal entities), the phone number for the connection, e-mail, etc.). Anonymous applications Branch are not considered.

1.4. Consumers of financial services may apply to the state, official languages of the Kyrgyz Republic, as well as in English. Answers to written treatment clients are in the same language.

2. Admission, registration requests of consumers of financial services

2.1. The Secretary of the Branch provides consumer oral consultations by phone, if necessary, it connects by phone with other employees of the Branch competence. If the resolution of the oral consultations requires a long and / or the involvement of other specialists or treatment includes financial requirements (a claim), then the Client’s written request is received. Further processing treatment, including its registration is made by the present Procedure.

2.2. Reception, primary processing and registration of applications received by the Branch consumer’s financial services carried out by the Secretary for the entire working day regardless of the content and method of preparation of (mail, fax, e-mail, express / personal delivery), and the further processed only subject to treatment of consumers of financial services to be considered in accordance with the p. 1.3 and 1.4 of this Procedure.

2.3. The secretary of the Branch registers in the register of complaints received written requests of consumers of financial services. Logs should be maintained in accordance with the requirements of regulations National Bank of the Kyrgyz Republic. Allowed logging in electronic form, provided that the full privacy and safety information.

2.4. Complaints and inquiries of consumers relate to events Branch Operations risk. The Message about the customer’s complaint mandatory by the Secretary sent to the e-mail address of the Risk Manager in accordance with the requirements of internal regulations of the Branch.

2.5. Duly registered appeals (statements, offers, claims, complaints) Secretary in the day of their receipt transfers General Manager /Operations Manager of the Branch for the imposition of the resolution, including the of the definition of performers who will be entrusted with the investigation in fact the incident handling and prepare a response to the appeal of the consumer financial services, as well as the deadline for its preparation. It is not permitted to transfer Treatment performance (the investigation, preparation of response) to a person whose actions and (or) decisions are appealed.

2.6. The Secretary of the Branch sends consumer appeal of the resolution General Manager/ Operations Manager of the Branch to the Performer. Permissible newsletter performers scanned copies by e-mail.

3. Consideration of applications and the formation of response

3.1. Performer, receiving consumer appeal of the resolution General Manager / Operations Manager Branch carries (organizing) processing communication and training response in a period not exceeding ten (10) working days if the resolution does not set a shorter period. During processing, treatment Performer has the right to request information it requires from any employee of the Branch with the establishment of the date of grant. In case of considering, the application of the consumer is necessary to conduct additional verification or other measures, the period of review may be extended by the General Manager / Operations manager of the Branch for ten days, as reported to the consumer.

3.2. Treatment lacking the information, sufficient for their permission, or it is not possible to understand the substance of the issue, within 7 calendar days from the date of registration returned to the applicant with proposal to fill in missing data, and if necessary, explain where they are please contact.

3.3. Performer:

• No later than the working day following the day of receipt of the application, requesting in the appropriate division / entities related to the issue of documents and studies them;

• Generates the position of the Branch in fact the treatment and coordinates it with the concerned officials of the Branch. In the reconciliation process including checking the actions of the Branch employees with the law and Bank rules and the decision on whether the infringement or not.

3.4. Prepared response to an appeal must contain the applicant’s contact details (Full name, position, phone number and / or e-mail address) of the Performer.

3.5. Response to a written request of the consumer signed by the General Manager /Operational Manager of the Branch, and should include clear justification as to the satisfaction (full or partial), refusal of treatment or the rights and obligations of the consumer.

3.6. Responses to requests issued on the letterhead of the Branch, at the register Secretarial as outgoing documents in the log and sent by mail or personally.

3.7. In the event that the Branch wrote to several users (collective appeal), the answer is sent to the address specified in outstanding first if not specified in the treatment.

3.8. Repeated treatment of consumers, in which no new arguments or circumstances may be left without consideration, if the previous appeals are given complete answers and taken all the necessary measures.

4. The personal reception of consumers.

4.1. Personal reception of consumers General Manager, Operational Manager, Chief accountant on matters related to Customer service, organizing Secretary. Personal reception of Clients is carried out on weekdays from 09 to 18 hours.

4.2. Other officials of the Branch carry out personal reception of consumers Branch only on their working competences and have no right to take from consumer appeal. In identifying the circumstances requiring a formal response (the complaint to actions of employees of the Branch), an officer of the Branch must clarify to the Client by the present Procedure the procedure for processing applications.

4.3. In the case of oral treatment contains issues that are not included in the Branch competence consultation where and in what order the Client should contact.

4.4. If the resolution of the issues raised by the Client requires a long and / or the involvement of other specialists or treatment includes financial requirements (a claim), then the Client’s written request is received. Further processing treatment, including its registration is made by the procedure similar to that described in sections 2 and 3 present Procedure.

5. Control of the state of affairs for considering applications.

5.1. Responsible employee for work with appeals of consumers of financial services is the Operational Manager of the Branch. Operational Manager of the Branch maintains a statistical database on all consumers for their own analytical purposes and reporting to the National Bank of the Kyrgyz Republic.

5.2. Operational Manager of the Branch on a daily basis at the end of the day takes the information from the Book of complaints and suggestions, and transmits them to the Secretary to make the necessary action under this Procedure.

5.3. Control of the state of affairs to consider appeals (complaints, applications) performing Operational Manager of the Branch.

5.4. Responsible for the quality review and preparation of answers to requests of Customers, as well as for the compliance with the present Procedure of processing time at the request of the consumer rests with the Operational Manager of the Branch.

5.5. The requirements are not described in this procedure may develop other internal regulatory documents of the Branch or regulations of the National Bank of the Kyrgyz Republic, which complement and refine it.