Complaint and suggestions

Contact information of Azerbaijan Credit Bureau:

Address: AZ1014, Republic of Azerbaijan, Baku, Samad Vurgun str. 43, “World Business Center”

Tel.: (994 12) 210 10 10

E-mail: office@acb.az

BRIEF OVERVIEW OF INTERNAL PROCEDURES FOR VIEWING AND RESPONDING TO LOGGED APPLICATIONS

Consumer Affairs Department (hereinafter referred to as the “Department”) should create maximum access to consumer complaints, and the means of appeal should not be limited for increasing proficiency of mechanism of consumer rights protection with considering advanced international practices for protection of consumer rights, also for strengthen solving disagreements operatively and effectively in financial services market. Consumer must provide Department with the following minimal information about himself or herself and subject of compliment for considering and responding to consumer appeals:

• Name, surname and patronymic of the applicant (consumer)
• Identification card series and number (FIN code)
• Contact number (e-mail address)
• Date of birth
• Address
• The content of the appeal

The applicant submits his / her application in written and electronic form to Bureau. The applicant can submit his / her written appeal by approaching Head Office of Bureau or service windows of Bureau in Baku “ASAN Kommunal” Center No.1, by sending to the postal address, and the applicant can submit his/her electronic appeal by sending to e-mail address, by writing to “Apply” Section in Complaint and Suggestions page of official website of Bureau or “Findoc” application.

If applicants do not agree with the answer of credit organization given to them, they can apply to Central Bank, also to the court. The applicant must be responded in 2 work day according Article 18 of the Law on “Credit bureaus” of Republic of Azerbaijan.

Each applicant can obtain e-mail, postal address and call center number which intended for application from credit history, social media accounts and website. Reports are made on the following criteria by Department:

• Consumer information;
• Number, nature and reasons of appeals;
• Number of responded and reviewed appeals.