Complaints Training Guide for Customer Facing Departments

CCBEL - National Bank of the Republic of Belarus (‘NBRB’)

• Complaints handling internal process

1. When a potential complaint is received from a Customer via Email, Webchat, Social media, during a phone call, etc. it is mandatory for the employee who handled the initial communication to conduct preliminary investigation and attempt resolving the case immediately.

2. In situations, when immediate resolution is impossible, the case must be forwarded to the relevant department and the Customer needs to be notified accordingly. The relevant department will provide Customer Support department with instructions for a proper reply.

3. If further investigation is required or a decision regarding potential resolution must be made, then such a case needs to escalate to Compliance department via #possible_complaints Slack channel. The responsible Compliance Officers (currently Venyamin Smirkin and Tatiana Borisenko) must be tagged.

4. If the case/enquiry is directly related to legal matters, then such a case must be escalated to Compliance department immediately.

5. Once the case is escalated to Compliance department, the decision will be made whether to treat the case as another enquiry or an informal Complaint. If it is decided to treat the case as informal Complaint, a dedicated Asana task will be created by responsible Compliance Officer.