Each consumer of financial services provided by PJSC "IC "MISTO" has the right to contact PJSC "IC "MISTO" as the financial services provider, and PJSC "IC "MISTO" is obligated to review the complaint within an appropriate time frame.


Procedure for Handling Consumer Complaints

According to Article 3 of the Law of Ukraine "On Citizens' Appeals," consumer appeals include proposals (comments), applications (petitions), and complaints submitted in written or oral form.

An appeal can be either oral or written.

Citizens' appeals are accepted in any of the following ways:

  1. In writing, by sending the appeal via mail:
  • to the address of the location of PJSC "SK "MISTO": Ukraine, 21050, Vinnytsia region, Vinnytsia city, Khlibna street, building 25;
  • to the email address (е-mail): info@ic-misto.com.ua.
  1. oral request
  • by means of telephone communication: 0432-508-108; 0-800-211-118;
  • at a personal reception at the address of PrJSC "SK "MISTO": Ukraine, 21050, Vinnytsia region, city of Vinnytsia, Khlibna street, building 25.

An appeal can be submitted by an individual or a group of persons (collective).

When submitting an appeal in accordance with Article 5 of the Law of Ukraine "On Appeals of Citizens," the following requirements must be met:

  • Requirements for the addressee: appeals are addressed to the financial institution, its officials whose authority includes resolving the issues raised in the appeals.
  • Requirements for the form: the appeal must include the last name, first name, patronymic, and place of residence of the citizen; the essence of the issue raised, comments, suggestions, statements of complaint, requests, or demands. A written appeal must be signed by the applicant(s) with the date specified. In an electronic appeal, the applicant's email address for receiving a response should be provided, or information about other means of communication. The use of an electronic digital signature when sending an electronic appeal is not required.

An appeal that is not submitted in accordance with these requirements is returned to the applicant with appropriate explanations no later than ten days from the date of its receipt.

Language requirements: consumers have the right to address the financial institution, its officials in Ukrainian or another language acceptable to the parties.

Appeals are considered processed if the issues raised in them are considered on the merits, necessary measures are taken, a response is provided to the applicant in writing (electronically), and if the issues raised are withdrawn from consideration by the applicant, there is his/her written (electronic) notification.


Order and Deadlines for Reviewing Consumer Appeals

Consideration of Consumer Suggestions (Remarks)

According to Article 14 of the Law of Ukraine "On Citizen Appeals," a financial institution is obliged to consider suggestions (remarks) and inform the consumer about the results of the consideration.


Consideration of Requests (Petitions)

According to Article 15 of the Law of Ukraine "On Citizen Appeals," a financial institution responsible for considering requests (petitions) is obliged to objectively and promptly review them, verify the facts stated therein, make decisions in accordance with the current legislation, ensure their implementation, and inform consumers about the results of the consideration of requests (petitions).


Consideration of Consumer Complaints

According to Article 16 of the Law of Ukraine "On Citizen Appeals," a complaint about the actions or decisions of a financial institution is submitted in the order of subordination to the National Bank of Ukraine, which does not deprive the consumer of the right to appeal to court in accordance with the current legislation. In case of disagreement of the consumer with the decision made based on the complaint, they can appeal directly to the court.


Consideration of Consumer Appeals

According to Article 20 of the Law of Ukraine "On Citizen Appeals," appeals are considered and resolved within a period not exceeding 1 month from the date of their receipt, while those that do not require additional study are considered promptly, but no later than 15 days from the date of their receipt.

If it is impossible to resolve the issues raised in the appeal within the one-month period, the director of the company establishes the necessary period for its consideration, informing the person who submitted the appeal.

At the same time, the total resolution period for issues raised in the appeal should not exceed 45 days. Appeals from consumers entitled to statutory benefits are considered on a priority basis.

Requests from Members of the Verkhovna Rada of Ukraine, which are submitted in the interests of citizens, are considered within 15 days (a deputy's appeal - within 10 days). If, due to objective reasons, a request (appeal) cannot be considered within the specified period, the head of the relevant state authority or local self-government body, enterprise, institution, or organization is obliged to notify the Member of Parliament in writing and propose another deadline, which should not exceed one month after receiving the request (30 days after receiving the appeal), in accordance with Articles 15 and 16 of the Law of Ukraine "On the Status of People's Deputies of Ukraine" dated November 17, 1992, No. 2790-XII.

If the appeal does not contain the surname, name, patronymic, place of residence, or the essence of the issue raised, it is returned to the applicant with appropriate explanations no later than 10 days from the date of its receipt.

A written appeal without indicating the place of residence, not signed by the author (authors), as well as one from which the authorship cannot be established, is considered anonymous and is not subject to consideration.

Repeated appeals from the same consumer on the same issue are not considered if the first one has been resolved substantively, as well as those complaints submitted in violation of the deadlines stipulated by Article 17 of the Law of Ukraine "On Citizen Appeals," and appeals from persons recognized by the court as incapacitated.

If necessary, a consumer of financial services can contact the National Bank of Ukraine, which is endowed with the function of protecting the rights of consumers of financial services, at the following link

 

 
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