Complaints and feedback

Finex Kredit NBCO OJSC values every customer’s feedback. If you’re unhappy with our service, tell us — your complaint will be registered, investigated fairly and answered in writing.

How to complain

• Online: fill in the form on the “Complaints” page. Your reference number appears as soon as you submit it.
• By email: write to info@finexkredit.az.
• By phone: call +994 12 311 41 45 and a member of staff will register your complaint.
• In person: hand in a written complaint at the head office or any branch.

What to include

• your full name and contact details (phone, email);
• your loan agreement or application number, if you have one;
• a short, clear description of what happened, with dates;
• the outcome you expect;
• copies of any related documents.

The more precise the information, the faster we can look into it.

How we handle it

1. 1Registration. Every complaint gets a unique reference number (for example FS-XXXXXX). Please keep it.
2. 2Investigation. The complaint is reviewed by an independent member of staff, who may contact you for more information.
3. 3Response. We respond within 15 days, using the contact method you chose.
4. 4Status. You can check the status at any time on the “My application” page with your reference number and phone.

If we need more time, we’ll tell you why and when to expect an answer.

If you disagree with our answer

If you don’t agree with our response, you have the right to contact the Central Bank of the Republic of Azerbaijan. The procedure and contact channels are described on the Central Bank’s official website, www.cbar.az. You may also use any other legal remedies provided by law.

Privacy

Personal data in your complaint is used only to investigate it and is protected in line with our privacy policy.