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, PJSC (hereinafter the Bank):

  • The Bank accepts applications (complaints) at customer service outlet at the address: 38 Dolgorukovskaya str., bld. 1, Moscow.
  • Sending a written application:
    • by mail to the address: 38 Dolgorukovskaya str., bld. 1, Moscow 127006, 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).

If resolution of the issues specified in the Application is not within the competence of the Bank, the Bank shall within fifteen (15) days after receipt of the Application forward such Application to whom it may concern and shall notify the Applicant thereof in written form.

The Bank shall consider each submitted Application and shall prepare response thereto within thirty (30) days after its receipt by the Bank; and for the Applications requiring no additional investigation and examination – within fifteen (15) days, 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.