Complaints and Suggestions
Complaints and Suggestions
Rules for the Review of Consumer Appeals
The Consumer Rights Protection Department shall ensure maximum accessibility for the receipt of consumer appeals, and channels for submitting appeals shall not be restricted.
For the purpose of reviewing and responding to consumer appeals, consumers must provide the Bank with at least the following information about themselves and their appeal:
- The applicant’s (consumer’s) first name, surname, and patronymic (father’s name);
- Contact telephone number (or email address);
- Date of birth;
- Registered or residential address;
- Details and content of the appeal.
Consumers may submit their appeals to the Bank verbally, in writing, or electronically.
Consumer appeals shall be responded to no later than 15 (fifteen) business days from the date of receipt. If an appeal requires additional investigation or the submission of inquiries to relevant parties, the Bank reserves the right to extend the response period by up to 30 (thirty) business days. Where additional investigation is required, the consumer shall be clearly informed of the reasons for the delay, the next steps to be taken, and the final date by which a response will be provided. If additional documents are required during the investigation process, the consumer shall be notified accordingly. Appeals submitted by military personnel and their family members shall be reviewed no later than 15 (fifteen) business days from the date of receipt.
If a consumer disagrees with the Bank’s response and re-submits the appeal for reconsideration, the re-evaluation and investigation of the appeal shall be conducted under the special supervision of the head of a separate structural unit.
If a consumer disagrees with the Bank’s response to their appeal, the Consumer Rights Protection Department shall provide information regarding the subsequent internal review stages, the consumer’s rights (including the right to re-appeal), the Central Bank’s contact details, and the consumer’s right to seek judicial review by applying to the court.
An appeal shall be considered resolved once the issue raised therein has been reviewed and a reasoned response has been provided to the citizen (or, in the case of collective appeals, to one of the applicants). Responses to appeals shall be provided in the state language.
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Complaints, Applications, and Suggestions
Our customers may submit their complaints, applications, and suggestions through the following communication channels
Branches
You may visit any Yapı Kredi Bank Azerbaijan branch during business hours, from 09:00 AM to 05:00 PM on working days.
Branch Addresses: Available here.
Call Center
Short Number: *0444
Phone: (+994 12) 497 76 52
E-mail: shikayet@yapikredi.com.az
Write to Us
Other Contact Channels
Phone: (+994 12) 497 77 95
Fax: (+994 12) 497 02 76
Social Media
Facebook
LinkedIn
Instagram
Central Bank of the Republic of Azerbaijan
Address: 32 R. Behbudov Street, Baku AZ1014, Republic of Azerbaijan
Hotline: (+994 12) 966
Phone: (+994 12) 493 50 58
Nakhchivan Autonomous Republic Branch of the Central Bank
Hotline: 2244
WhatsApp: (+994 60) 400 22 44
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