Clients' applications

 

1. On the ways and addresses for sending the Clients' applications (complaints) 

Ways and addresses for sending the Clients' applications (complaints) to SPB Bank, JSC (hereinafter the Bank):

  • The Bank accepts applications (complaints) at customer service outlet at the address: 15 Suit 1/37, 1st Krasnogvardeysky passage, Moscow, 123112, Russian Federation.
  • Sending a written application:
    • by mail to the address: 15 Suit 1/37, 1st Krasnogvardeysky passage, Moscow, 123112, Russian Federation;
    • using the Personal Account, EDF;
    • by e-mail: info@spbbank.ru.

2. On the procedure and terms for consideration of the Clients' applications (complaints) 

3. Form for acceptance of claims, complaints, applications and proposals

All received applications including the applications and complaints containing the information about potential violation by the Bank of the legislation of the Russian Federation and/or complaints of the actions of the Bank or its employees (together the Applications) are registered in the general registration book for incoming documents of the Bank.

The Applications without any information regarding the name (last name) and (or) location (address) of the applying person (hereinafter the Applicant) shall be deemed anonymous and shall not be considered, unless the Applicant is (was) the Bank's client being a natural person and the Bank assigned to him/her an identification code to which the Applicant refers in the Application (on condition of the Applicant's signature in the Application).

The Bank shall consider each submitted Application and shall prepare response thereto within fifteen (15) working days after its receipt by the Bank, unless other terms are established in regulations.

When considering the Application, the Bank shall have the right to request additional documents and information from the Applicant, the term for consideration of the Application being extended for the period of document provision.

Response to the Application shall be signed by the Chairman of the Board.

The Applications may be left unconsidered if the further Application contains no new data and all the arguments therein were previously considered in full and without bias, and response was provided to the Applicant. Notification on leaving the Application unconsidered shall also be sent to the Applicant with reference to the previous response.