Extract from the Instructions for working with consumer appeals in MBANK

Customer Complaint and Enquiry Handling Procedure at OJSC «Mbank»

General Provisions

The Instruction for Handling Customer Complaints and Enquiries at OJSC «Mbank» (hereinafter — the Instruction) has been developed in accordance with the Regulation of the National Bank of the Kyrgyz Republic «On Minimum Requirements for the Procedure for Providing Banking Services and Handling Consumer Complaints». The Instruction sets out the procedure for receiving, processing and reviewing customer enquiries, defines the responsibilities of the Bank's structural units, and establishes the time limits for handling enquiries.

Customer enquiries are reviewed free of charge.

Channels for Submitting Enquiries:

• In person — at any branch, savings office or customer service point of the Bank.
• Through the official website www.mbank.kg — by completing the feedback form and sending an electronic message.
• Through the MBANK mobile application — in the customer support section, customers may submit enquiries, including questions, applications and cases requiring review and resolution.
• By telephone — the Bank's telephone numbers for customer enquiries are displayed on information stands and on the Bank's official website.
• Through the social media channels in which the Bank is officially represented.

Procedure for Maintaining the Book of Feedback and Suggestions

The Book of Feedback and Suggestions (hereinafter — the Book) is kept at the City Operations Department (hereinafter — COD) with the receptionist, and at branches and savings offices — in the customer service department with the responsible officer. In the Book, a customer may leave feedback, a complaint, a suggestion, an expression of gratitude or any other message relating to the work of the Bank and its staff. The Book shall be made available upon the customer's first request to make an entry.

General Procedure for Handling Written Customer Enquiries

— All customer enquiries, regardless of their form, must contain the customer's surname, first name, patronymic, address and contact details (telephone number or email address) and set out the substance of the enquiry with a specific request or question. Written enquiries shall bear the customer's personal signature and the date of submission.

— A written customer enquiry that does not contain the personal and contact details of the customer, as well as the postal address to which the reply is to be sent, shall be deemed anonymous and shall not be subject to review.

— A written customer enquiry containing obscene or offensive language, threats to the life, health or property of a Bank employee or members of their family may be left without review.

— The reply to the customer following review of the enquiry is provided in the language of the enquiry — in the state or official language of the Kyrgyz Republic.

— Where a written enquiry is submitted by several customers (collective enquiry), the reply is sent to the address indicated first in the enquiry, unless otherwise specified in the enquiry itself.

— Where an enquiry contains matters that fall outside the competence of the Bank, the customer is provided with an explanation as to where and in what manner they should apply.

— Repeated customer enquiries that do not present new arguments or circumstances may be left without review, provided that comprehensive replies have been given to previous enquiries and all necessary measures have been taken.

— Where the customer's enquiry is justified and lawful, the Bank takes measures to remedy the violations, restore the rights and legitimate interests of the customer or take other appropriate measures.

— Where the matter set out in the customer's oral enquiry does not require additional study or verification, the reply may be given promptly, in oral form — by telephone or during a personal reception.

— Where the matter set out in the oral enquiry cannot be resolved promptly and requires additional study, the customer is invited to submit the enquiry in writing.

— Written enquiries, as well as customer enquiries received through the website, shall be reviewed within thirty calendar days, with a reply provided in writing.

— Where the matter set out in the customer's written enquiry does not require additional study or verification, and the customer agrees to receive the reply in oral form or through another available communication channel, the reply may be given promptly — by telephone, during a personal reception, via the chat in the MBANK mobile application, by email, or through another communication channel through which the enquiry was submitted or which has been indicated by the customer.

— Personal reception of customers at the Bank is carried out in an area accessible to customers or in a specially designated room. During personal reception, the customer presents an identity document.

— For applications and cases that are not classified as written enquiries (including enquiries received via the MBANK mobile application, chat, telephone calls to the Contact Centre, messengers, social media, operational requests for card blocking/unblocking, restructuring, statement issuance, technical requests, consultation requests and other enquiries not requiring an official written reply), the reply to the customer is provided through the channel in which the enquiry was received or through another communication channel agreed with the customer (telephone call, chat in the MBANK mobile application, push notification, SMS, message to the customer's email, etc.). A reply on paper, signed by an authorized officer of the Bank, is not required for such applications and cases.

Handling Customer Enquiries Submitted via the MBANK Mobile Application

Processing of enquiries received through the MBANK mobile application is carried out in the following stages:

1) creation of the enquiry by the user — in the customer support section of the mobile application the customer enters contact details (pre-filled upon authorization) and the text of the enquiry, and attaches files where necessary;

2) automatic registration of the enquiry in the Bank's systems with the assignment of a unique identifier and generation of confirmation of receipt of the enquiry;

3) verification of the correctness of the data entered;

4) execution — taking the necessary actions to resolve the issue, settle the dispute, satisfy the enquiry (in full or in part) or provide a reasoned refusal with justification. Where necessary, additional documents or information are requested from the customer through the channel in which the enquiry was received;

5) feedback — the customer is notified of the results of the review of the enquiry through the MBANK mobile application and/or another communication channel indicated by the customer.

Time Limits for Handling Enquiries

The time limits depend on the complexity of the matter and are communicated to the customer by a Bank employee at the time of receipt or processing of the enquiry. The maximum review period is 30 calendar days.

Category of enquiry	Indicative review period
Fraud	1-3 business days
Technical failures (ATM, MBANK)	1-3 business days
Claims related to loans / deposits	from 10 business days
Complaints regarding staff	from 7 business days
Other enquiries	up to 30 calendar days