JSC IIB (hereinafter - the Bank) organizes the work on consideration of citizens' appeals in accordance with the requirements of current legislation.
The main purpose of working with citizens' appeals is to make the work of our financial institution better and more transparent.
An individual has the right to apply to the Bank in person at the reception time, submit an application by phone 044 351 79 79 or in writing by mail or by electronic means to: email@example.com.
Reception hours for consideration of personal appeals of citizens are set on Wednesday from 14-00 to 17-00. Reception is held by appointment in Head office at: Kyiv, 16, Lavrska St
The Bank processes the submitted appeals under the condition of their proper submission and provides a response within the period established by law. For appeals that do not require additional study, the answer is provided immediately, but within a period not exceeding 15 days. Provided that it is impossible to answer the questions raised in the appeal within 30 days, the responsible person shall appoint an additional period for answering. In this case, the total term of consideration of the citizen's application may not exceed 45 days.
An individual has the right to file a complaint, remarks or suggestions to the National Bank of Ukraine. The address of the website of the National Bank of Ukraine for dealing with citizens' appeals: https://bank.gov.ua/ua/consumer-protection/citizens-appeals.
An appeal of an individual to the National Bank of Ukraine or JSC IIB does not deprive him of the right to go to court to resolve his/her issues.
Bank officials are liable for dealing with citizens' appeals.