NOTICES AND COMPLAINTS

 

Dear Customer,

Thank you for choosing the services of JSCB “EXIMBANK”

If, in your relationship with the Bank, there has been a situation that has caused you dissatisfaction with our products or services, interactions at our territorial units, or if you believe that legal or contractual provisions have been violated, you may notify us by submitting a complaint.

Methods of submitting a complaint to the Bank

Complaints may be submitted using the following methods:

• in writing, at the Bank’s head office or at any of the Bank’s branches;
• by post or courier to the Bank’s registered office address: 171/1 Ștefan cel Mare și Sfânt Blvd., Chișinău;
• in writing, by email to the Bank’s email address: info@eximbank.com or to the email address of the department responsible for managing and resolving complaints: reclamații@eximbank.com;
• via the form available on the Bank’s website under “Notices and Complaints”;
• via the “Consumer Protection” module of the eDemocrație platform.

 

Complaint resolution deadlines

• The Bank shall examine the complaint without undue delay and shall provide a final response within 15 business days from the date of its registration. This period may be extended only where expressly provided for by law.
• The Bank shall examine complaints concerning payment services and electronic money without undue delay and shall provide a final response within 15 business days from the date of their registration. In exceptional circumstances, where the response cannot be provided within this period for reasons beyond the Bank’s control, the Bank shall provide a provisional response, with the final response to be provided no later than 35 business days from the date of registration of the complaint.

 

If the complaint concerns the activity of another service provider with which the Bank has a contractual relationship related to the service that is the subject of the complaint, the Bank shall forward the complaint to the competent service provider within 5 business days of receipt and shall inform you of such referral.

If the complaint has been submitted incorrectly, does not concern the Bank’s activity, or does not relate to a financial product or service, the Bank shall inform you of the reasons why the complaint cannot be resolved. Where possible, the Bank shall also provide you with information regarding the professional competent to resolve the complaint.

Information required for the examination of a complaint

In order to respond to you as quickly as possible, please provide us with at least the following information:

• identification details (for individual complainants – first and last name; for legal entity complainants – name);
• contact details (telephone number, postal address, email address, or other information that enables us to communicate with you);
• a description of the facts and circumstances underlying the complaint;
• requests concerning the remedy of the situation.

Where a complaint is submitted by a representative, the complaint must be accompanied by a document confirming the representative’s right to act on your behalf and in your interests.

Anonymous complaints/notices, as well as notices submitted verbally (in person, by telephone, or during a hearing), do not prevent the Bank from investigating the reported situation. However, in the absence of the complainant’s identification details, the information necessary for examining the complaint, or in the case of verbally submitted notices, the Bank has the right not to issue a response.

For security reasons, please do not send us security information such as the PIN, password, or security codes associated with your cards or Internet and Mobile Banking platforms. The Bank will never request such information.

Right to contact the competent authority

If you have submitted a complaint and the response received does not provide a solution in line with your expectations, you have the right to contact the authority empowered to supervise and protect the rights of consumers of financial services and products in the following areas: capital market, insurance market, and banking services – the National Commission for Financial Markets (NCFM), 77 Ștefan cel Mare și Sfânt Blvd., Chișinău, tel.: 022-85-95-95, www.cnpf.md:

• “Complaints may be submitted: by email (in compliance with the regulations concerning electronic form – with the application of an electronic signature) to office@cnpf.md, via postal services, or at the NCFM’s premises, in the mailbox located at the entrance to the institution’s premises”;
• “The tariff for the call shall be considered a standard-rate call in accordance with the network and subscription type of the caller.”