Every employee of the Company must:

• Direct you to the employee who is dealing with complaints
• Provide necessary data for communication (telephone number, email address)

Responsible employee must:

• Inform you about your rights and dispute process
• Provide relevant policies of the company and application form

Submit written complaint to Responsible employee or send to the following address:

dispute@acra.am

 15, M. Khorenatsi str., Yerevan, 0010

You can also file a complaint through the Financial System Mediator.

• State your data to receive answer
• Be sure to take the receipt and keep it till final solution

Company makes a decision about the complaints (satisfy, partially satisfy, reject) within 15 days.

If you have any question contact Responsible person

+374 10 522 419

FINANCIAL SYSTEM MEDIATOR, if.

• You are a physical person, a sole proprietor or a legal entity, including a guarantor, mortgagor or other person who has a grievance (eg collateral) complaint
• Complaint is relating to provided service and have money claim (up to 10 million drams amount) or to the information included in credit report
• You haven’t got an answer within 15 days or are not satisfied with the answer
• The complaint is not being conducted in court or arbitral tribunal
• Haven’t passed 6 months after the answer date
• Disputed act or omission took place after 2 august 2008

The services are free of charge

15, M. Khotenatsi str., Elite plaza business center, 7-th floor, Yerevan 0010 tell. +374 60 701 111, info@fsm.am

ARBITRAL TRIBUNAL

• In case arbitral agreement was concluded between you and the company, you have to solve arising disputes in arbitral tribunal
• You can refuse arbitral agreement while sighing to a contract – company still must provide you with the service
• Remember: even in case of arbitral agreement you can apply to financial system mediator unless complaint is not been examined in tribunal
• Mediator has no right to accept the complaint, if it has already being examined in tribunal

COURT

• You can always apply to the Court
• Decision of the Court can`t be reconsidered by financial system mediator

CENTRAL BANK

• You can apply also to the Central bank and they will answer your complaint within 15 days (6, V. Sargsyan str., Yerevan, 0010 tell. +374 10 592 697, consumerinfo@cba.am)
• If your complaint is under the other organization rights, then the Central bank will send it to them
• The Central bank advise you to apply for the complaint, first of all, to the financial system mediator (step 2)