Alma Finance Bank CJSC has an approved internal procedure for reviewing customer requests, developed in accordance with the legislation of the Kyrgyz Republic and the regulatory legal acts of the National Bank of the Kyrgyz Republic.
1. General Provisions
An appeal is an oral or written statement, complaint, proposal or request from a client containing the following information:
- about possible violation of his rights and legitimate interests;
- about the quality of banking services;
- on changes in the terms of contractual relations;
- on the actions (inaction) of Bank employees.
2. Methods of submitting an appeal
The application can be submitted in the following ways:
- when applying in person to the Bank;
- by telephone;
- through the Bank's official website;
- by email:
This email address is being protected from spambots. You need JavaScript enabled to view it. ; - via the Bank's mobile application;
- through the book of complaints and suggestions;
- by mail.
3. Registration and review procedure
3.1. All customer requests are subject to mandatory registration with the assignment of a registration number and date of receipt.
3.2. The consideration of appeals is carried out by the authorized structural division of the Bank on the merits of the issues raised.
3.3. Consideration of applications is carried out free of charge.
3.4. The Bank ensures compliance with the principles of:
- legality;
- objectivity;
- completeness of consideration;
- confidentiality of information.
3.5. Refusal to accept an application is not permitted, except in cases expressly provided for by the legislation of the Kyrgyz Republic.
4. Requirements for application
4.1. The appeal must contain:
- last name, first name, patronymic (if any);
- contact information (address, telephone, email);
- the essence of the appeal.
4.2. A written request must be signed by the applicant (except for requests received electronically).
4.3. Appeals that do not contain information about the applicant and contact details may be considered anonymous and left without consideration.
5. Review periods
5.1. The application is reviewed within no more than 30 calendar days from the date of its registration, unless other deadlines are established by the legislation of the Kyrgyz Republic.
5.2. If additional verification is necessary, the review period may be extended with mandatory notification of the applicant, stating the reasons for the extension.
6. Special cases of consideration
6.1. Appeals containing questions that are not within the Bank’s competence are considered with the provision of an explanation on the procedure for further appeal to the authorized bodies.
6.2. Repeated appeals that do not contain new arguments or circumstances may be left without consideration, provided that comprehensive responses have been given to previous appeals.
6.3. Requests containing obscene language, insults, as well as threats to the life, health and property of Bank employees may be left without consideration.
7. The right to appeal to authorized bodies
In case of disagreement with the results of the consideration of the appeal, the client has the right to contact the National Bank of the Kyrgyz Republic in the manner established by the legislation of the Kyrgyz Republic.