Complaints and Suggestions

One of the main work principles of “Yapi Kredi Bank Azerbaijan” is customer satisfaction. Therefore, “Customer rights protection” department was created for dealing with requests, applications and recommendations received from customers effectively and operatively. The main function of the department is regulation of customers’ rights and taking necessary measures towards restoration of violated customers’ rights who used, use or is interested to use the financial services of the bank. The department provides handling customer requests within periods and mechanisms determined in “Rules” presented below.

The customer can deliver complains, applications and suggestions through following contacts:

At any branch of Yapi Kredi Bank, during working hours from 09:00 to 17:00. Addresses of branches are following

Call center 

Address: Nasimi district, 628th block, Jalil Mammadguluzada, 73G, Zip code: AZ1065a and AZ1078

Phone center: *0444 and 4977652

e-mail address: shikayet@yapikredi.com.az

Phone: +994 (12) 4977795

Fax: +994 (12) 4970276 

Social network

@YapiKrediAZ (Twitter) YapiKrediAZ (Facebook)

Please familiarize yourself with following rules before sending inquiry:

The inquiry should be written in a clear and coherence sentences.

Please follow ethic in your inquiry.

Your inquiry will not be responded in case of using impolite language or not providing accurate personal data.

Anonymous inquiries are not accepted and reviewed.

The review process

The inquiries are reviewed under the under the rules of ethical behaviour, explanations and consultations are given and meeting are assigned depending on the nature of inquiries.

Responding period for inquiries

The inquiries are responded not late than10 working days; in case of required additional investigations can it be prolonged to 20 working days.

Next step to protest a respond to the inquiry

If the customer is not satisfied with the provided respond,  he/she can apply to the courts or the following Bank of Azerbaijan as a next step:

Address: AZ1014, Azerbaijan Republic, Baku city, R. Behbudov Street 32

Phone: (994 12) 493 11 22

Fax: (994 12) 493 55 41

E-mail: mail@cbar.az

URL: http://cbar.az