Complaints Training Guide for Customer Facing Departments

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

According to the current Belarusian regulations, only the following can be acknowledged as formal:

• Complaints submitted in a printed/written form and delivered to Company’s legal address by post services or the applicant (his legal representative) himself.
• Complaints submitted by the applicant (his legal representative) leaving a handwritten record in a “Book of complaints and suggestions” stored in the office at the Company’s legal address.

In addition to Complaints, the Customers can also submit their claims:

• Claims submitted directly to our regulator (no limitations for them to be in a printed/written form in this case).
• Legal claims submitted through Belarusian and International legal system (courts).

It must be noted, that there are no third party organisations conducting Alternative Dispute Resolution under NBRB regulations and therefore complaints recognised as formal tend to have much more serious repercussions for the Company in comparison to CCUK and CCSV jurisdictions and must be avoided at all costs.

• Complaints definition and categorisation in the context of Belarusian legislation.-