Complaint solution steps at VictoriaBank

1. Any VictoriaBank customer can submit a notification/complaint on the negative aspects or certain problems he/she has faced while served by VictoriaBank.
2. Any notification shall be compulsorily prepared in written form and submitted to VictoriaBank as a letter sent by mail or as a feedback filled in on VictoriaBank’s site.
3. All notifications received by VictroriaBank are recorded and passed on for solution to the existing Feedback Service within VictoriaBank.
4. In order to provide a solution as fast and efficient as possible, the Feedback Service classifies customers' notifications as follows:

• If your notification refers to general information on the bank, suggestions, opinions etc, the Feedback Service will independently answer it during one working day.
• If your notification refers to other aspects but the ones listed above, the Feedback Service will transmit it to the person responsible for customer relations within the respective direction. The responsible person in the direction will prepare an answer and send it back to the Feedback Service.

5. The Feedback Service responds to all received notifications and informs its customers, upon the case, in written form or by phone, about possibilities to solve the problems they have encountered while being served by VictoriaBank.

6. Should a notification/complaint require a written response, on paper support, it will be signed by the Bank’s administration, recorded by the Secretariat and Protocol Section and sent to the applicant.