{"id":5258,"date":"2023-03-13T16:46:46","date_gmt":"2023-03-13T10:46:46","guid":{"rendered":"https:\/\/bf.kg\/?page_id=5258"},"modified":"2026-06-11T18:13:21","modified_gmt":"2026-06-11T12:13:21","slug":"proczedura-rassmotreniya-obrashhenij-klientov-osoo-mkk-bajlyk-finans","status":"publish","type":"page","link":"https:\/\/bf.kg\/en\/proczedura-rassmotreniya-obrashhenij-klientov-osoo-mkk-bajlyk-finans\/","title":{"rendered":"The procedure for considering customer requests Closed Joint Stock Company “MCC “Bailyk Finance”"},"content":{"rendered":"

Customer Claim Handling Procedure<\/strong><\/span><\/p>\n

Approved<\/strong>
by Order No. 31\/1-04-26 O\/D of the General Director<\/strong>
of MCC \u201cBailyk Finance\u201d<\/strong>
dated April 13, 2026<\/strong><\/p>\n

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1. GENERAL PROVISIONS<\/h3>\n

1.1.<\/strong> This Customer Complaint Handling Procedure (hereinafter referred to as the \u201cProcedure\u201d) has been developed to protect the rights and legitimate interests of clients of CJSC MCC \u201cBailyk Finance\u201d (hereinafter referred to as the \u201cCompany\u201d), as well as to promote the social responsibility of the Company’s personnel.<\/p>\n

1.2.<\/strong> This Procedure is an internal document of the Company and regulates the process of handling customer appeals, registration and record-keeping of complaints; the process of providing feedback and preparing reports for monitoring and analysis purposes; the process of interaction between the Company and its partner organizations; and establishes the procedure for equipping the Company’s offices and official website with information on financial services and customer feedback channels.<\/p>\n

1.3.<\/strong> This Procedure has been developed in accordance with the applicable legislation, regulatory legal acts of the National Bank of the Kyrgyz Republic, in particular the Regulation on Minimum Requirements for the Provision of Banking Services and the Handling of Consumer Complaints, the Company’s internal regulatory documents, as well as generally accepted standards and principles of customer service and customer protection.<\/p>\n

1.4.<\/strong> A complaint\/appeal shall mean an oral, written, or electronic complaint, application, or suggestion submitted by a client containing information about violations of their rights, violations of regulatory legal requirements, requests for banking services, including amendments to contractual terms.<\/p>\n

1.5.<\/strong> Complaints\/appeals shall be accepted in all Company offices, through the official website, via electronic communication channels, as well as when received through the Company’s partners.<\/p>\n

1.6.<\/strong> This Procedure is mandatory for handling complaints and suggestions received from the Company’s clients.<\/p>\n

1.7.<\/strong> Complaints\/appeals shall be reviewed free of charge.<\/p>\n

1.8.<\/strong> When handling customer complaints\/appeals, the Company shall be guided by the following key principles:<\/p>\n