Customer appeal (including for the protected category of persons)

1

Address of the Main Bank for correspondence and submission of written requests from clients (including emails)

1.1.Mailing address:

JSC «INDUSTRIALBANK» 

01133, Ukraine, Kyiv

General Almazov str., 18/7

1.2. Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

2

List of postal addresses of the Bank's branches for filing applications

https://industrialbank.ua/ua/departments

3

Bank "Hotline" telephone number and working hours

0 800 50 35 35

24/7

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Information that must be provided when oral appeal

Surname, name, patronymic of the applicant, date of birth, place of residence, content of the question and phone number for contact

5

Peculiarities of processing customer requests and terms of their consideration

1) The client has the right to submit an appeal regarding the activities of the Bank;

2) The client has the right to apply to the National Bank of Ukraine in accordance with the Instruction on organizing the consideration of citizens' applications, conducting a personal appointment and providing access to public information at the National Bank of Ukraine - Decision of the Board of the National Bank of Ukraine of 04.05.2020. (Іf our Bank did not provide a response to the appeal within the period established by the legislation of Ukraine for considering applications or the received response did not satisfy the client);

3) Submitting an appeal to the Bank or the National Bank does not deprive the client of the right to go to court, in accordance with the legislation of Ukraine for the protection of his rights and interests;

4) The officials of the Bank are responsible for:

• refusal to accept and consider the appeal;
• violation of the terms of consideration of the appeal;
• other violations of the client's right to appeal in accordance with the legislation of Ukraine.

5) Communication channels for customers to submit complaints:

for letters:

• by post;
• on purpose;
• via the Bank's website;
• via the electronic form on the "Trust Line" on the Bank's website – reports of unacceptable behavior * of the Bank's employees;
• to email address reception@industrialbank;
• through the Bank's Internet sites on Facebook, AppStore, PlayMarket, Google-maps.

orally:

• call centre (t. 0 800 50 35 35);
• by telephone;
• at a personal appointment.

* Inappropriate behavior includes: provision of inaccurate financial, statistical and management reporting, official crimes, business crimes (fraud), violation of sanctions, legalization (laundering) of proceeds of crime, financing terrorism and financing the proliferation of weapons of mass destruction, corrupt practices, violation of consumer rights, violation of Ukrainian legislation, violation of internal regulations of the Bank.

6) According to the requirements of the Law of Ukraine "On the Treatment of Citizens", established such requirements for consideration of applications:

Applications are considered and resolved within a period of no more than one month from the date of their receipt, and those Appeals that do not require additional study are considered urgently, no later than fifteen days from the date of their receipt. If it is impossible to resolve the issues raised in the appeal within a month, the head of the Bank sets the required time frame for its consideration, this is reported to the person who submitted the appeal. The total period for resolving the issues raised in the appeal cannot exceed forty-five days.

Upon a substantiated written request of the client, the review period may be reduced.

The appeal of citizens, benefits, are considered as a matter of priority.

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Customer electronic appeal form

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7.1. Phone number for making appointments for clients:

7.2. Address for a personal appointment:

7.3. Personal Reception Schedule

7.4. Excerpt from the normative legal act governing the organization of work with clients' requests for organizing a personal reception

7.1. (044) 290 89 67

7.2. Kyiv, General Almazov str., 18/7;

7.3. Head of the Board Olexandr Markovskyi, once a month, every 3rd Friday from 16-00 to 18-00;

7.4. Excerpt from the NBU Methodological Recommendations

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Link to the section "Citizens' Appeal" of the official Internet office of the National Bank, which contains information on the consideration of appeals by the National Bank of Ukraine

https://bank.gov.ua/ua/consumer-protection/citizens-appeals

9

Intrabank documents regulating the procedure for considering customer requests in the Bank

Instruction from business in JSCB "INDUSTRIALBANK"

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Information about the possibility of filing an appeal in person or through an authorized other person in all places where services are provided to customers

The client has the right to submit an appeal personally or through another authorized person in all places where the Bank provides services to clients

The procedure for consideration of JSCB "Industrialbank" complaints of clients or potential clients in the segment of activity on trading in financial instruments.

The protected category of clients includes:

• • military personnel of the Armed Forces of Ukraine, other military formations and special law enforcement agencies formed in accordance with the laws of Ukraine, the State Special Transport Service, the State Service for Special Communications and Information Protection of Ukraine, performing military service on the territory of Ukraine;
• servicemen who become persons with disabilities as a result of an illness associated with military service, or as a result of an illness after their dismissal from military service associated with military service;
• family members of servicemen who were killed, deceased or missing;
•  persons in captivity, persons with whom communication is lost, persons missing.

• for servicemen of the Armed Forces of Ukraine, other military formations and special law enforcement agencies formed in accordance with the laws of Ukraine,
• The State Special Transport Service, the State Service for Special Communications and Information Protection of Ukraine, who are serving in the military on the territory of Ukraine - signed by the commander (chief, head) or a person replacing him, of the relevant structural unit in which such a serviceman is serving, or the head of the territorial the recruitment and social support center, which took measures to conscript the consumer for military service, a certificate in the form established by Appendix No. 2 to the Law of Ukraine "On Consumer Lending" is sealed with a stamp;
• for servicemen who become persons with disabilities as a result of an illness associated with military service, or as a result of an illness after their dismissal from military service, associated with military service - a certificate of a disabled war veteran;
•  for members of the families of dead or deceased military personnel - a certificate of a family member of the deceased;

• for persons in captivity, persons with whom contact has been lost, persons missing, for family members of missing military personnel, information provided by a state-owned enterprise acting as the National Information Bureau that the person is being held captive, or is held hostage by the aggressor state, or is included in the register as such, with which communication is lost, or is missing.

Loss of belonging to a protected category of persons

The client must notify the Bank of the loss of belonging to a protected category of persons within 30 calendar days.

When settling overdue debts during the period of martial law in Ukraine, introduced by Decree of the President of Ukraine "On the introduction of martial law in Ukraine" dated February 24, 2022 No. 64/2022, approved by the Law of Ukraine "On approval of the Decree of the President of Ukraine "On the introduction of martial law in Ukraine ", and within 90 days from the date of its termination or cancellation by the creditor, new creditor, collection company, individuals and legal entities engaged on a contractual basis by a lender, a new lender, a collection company for direct interaction with the consumer, his relatives, representative, heir, guarantor or property guarantor, third parties, interaction with which is provided for by the consumer loan agreement and agreed to such interaction, are additionally obliged to comply with the following requirements for ethical behavior:

1. not to interact on their own initiative with a consumer who, according to the method provided for in this paragraph, has reported his belonging to a protected category or whose belonging to a protected category in the method provided for in this paragraph has been reported by relatives of such a consumer, his representatives, heirs, guarantors, property guarantors or third parties , interaction with which is provided for by the consumer loan agreement and agreed to such interaction.

2. not interact on their own initiative with relatives of a consumer belonging to a protected category, his representative, except for a representative who is not a close person of such a consumer, third parties, interaction with which is provided for by the consumer loan agreement of such a consumer and agreed to such interaction.

A consumer who belongs to a protected category and wishes, for the period of martial law in Ukraine and within 90 days from the date of its termination or cancellation, to stop interacting with the persons specified in paragraph one of this clause, his close persons, representatives, heirs, guarantors or property the guarantors notify the lender or new lender of such a declaration of intent and that the consumer belongs to a protected category using any means of communication, the details of which are posted on the website of such a lender or a new lender, with copies of supporting documents confirming that the consumer belongs to a protected category.

The lender or a new lender immediately, no later than the next business day after receiving a notification of the consumer's desire to terminate the interaction and that he belongs to a protected category with copies of supporting documents confirming that the consumer belongs to a protected category, the collection company, individuals and legal entities involved in contractual basis by the lender, new creditor, collection company to direct interaction with the consumer, his relatives, representative, heir, guarantor or property guarantor, third parties, interaction with which is provided for by the consumer loan agreement and agreed to such interaction.

The lender, the new lender, the collection company, individuals and legal entities contracted by the lender, the new lender, the collection company to directly interact with the consumer, his relatives, representative, heir, guarantor or property guarantor, third parties, interaction with which the contract on consumer credit and agreed to such interaction, stop interacting with the persons specified in paragraphs two to eight of paragraphs immediately after they receive such notification.

A consumer who has lost belonging to a protected category is obliged to notify the lender, the new creditor about this within 30 calendar days from the date of loss of belonging.

The lender, the new lender has the right to apply for confirmation of information about the consumer’s belonging to a protected category to the central executive body in charge of the structural unit in which such a consumer serves, the territorial recruitment and social support center that has taken measures to conscript the consumer to military service, state enterprise acting as the National Information Bureau - regarding information that a person is being held captive or held hostage by an aggressor state, or included in the register as such, with which he was lost or missing. The response to such a request from the creditor of the new creditor shall be provided within 30 calendar days from the date of its receipt.

Upon receipt of a notice to the consumer of the loss of belonging to a protected category or a response to a request indicating that the consumer does not belong to a protected category, the lender, the new lender, the collection company, individuals and legal entities engaged on a contractual basis by the lender, the new lender, the collection company of the direct interaction with the consumer, his relatives, representative, heir, a guarantor or a property guarantor, third parties, interaction with which is provided for by a consumer loan agreement and who have provided consent to such interaction, have the right to resume interaction on their own initiative with such a consumer, his relatives, a consumer representative, third parties, interaction with which is provided for by a consumer loan agreement the credit of such a consumer.