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If you think that in the business relationship with the Bank some of your rights have been violated or denied, we suggest that you first try to resolve the event/situation at issue verbally, directly with employees in the branches of the Bank. In most cases, in this way the situation at issue can be resolved quickly and easily to the mutual satisfaction. If you have not recieved the necessary clarifications about the situation at issue verbally with the employees of the Bank, or you do not want a verbal resolution, you can submit a written complaint to the Bank.
As a minimum, each complaint should include:
The Bank shall respond to each complaint within 15 (fifteen) days of receiving the complaint, unless a different time limit applies to complaints concerning a particular service. In case that the complaint does not contain all the necessary information to act upon it, the complainant will be asked to supplement it.
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