1. Please fill out the online form on the bank's website by the link: https://www.raiffeisen.ua/kontakty/kontaktna-forma or call: 0 44 490 89 95.
2. During a preliminary appointment for a personal appointment, bank employees may ask you for the following information: your full name, place of residence, content of the issue raised, contact phone number, etc.
3. At the defined by the employee date and time for access to the bank's premises, where personal receptions are held, the applicant must show a document, an identity card.

4. The reception of applicants may be attended by their representatives, whose powers are formalized in accordance with the procedure established by the legislation of Ukraine. The presence of outsiders during the personal reception of applicants is not allowed.
5. During the personal reception of the applicant, the head of the bank examines the issue on its merits. In accordance with the legislation of Ukraine, including the normative legal acts of the NBU, as well as the normative documents of the Bank, he provides reasoned answers and takes measures to eliminate violations (if any).

6. If it is impossible to resolve the issues raised in the applicants' appeals directly during the personal reception, they are considered in the general procedure provided by the bank for consideration of written appeals.

For correspondence: Instytutska, 9, Street, Kyiv-8, 01601
To submit written applications in person to the National Bank of Ukraine: Instytutska, 11-b, Street, Kyiv-8, 01601
Telephone - Hotline of the National Bank of Ukraine 0 800 505 240
For a citizen's electronic appeal - https://bank.gov.ua/admin_uploads/article/form_electronic_appeal_citizen.pdf
How to sign up for a personal appointment with the Management of the National Bank - tel. 0 800 505 240 (Schedule of reception of citizens https://bank.gov.ua/contacts-details

The Regulation "On the Procedure for Reviewing Applications and Personal Reception of Applicants at JSC Raiffeisen Bank" (hereinafter referred to as the Regulations) defines the procedure for accepting, registering, considering and providing answers to applications, as well as the main requirements for the organization and conducting of personal reception of Applicants at JSC Raiffeisen Bank » (hereinafter - the Bank).

The application submitted to the Bank can be oral (made by the Applicant, who is a natural person, and recorded by the relevant employee of the Bank during a telephone conversation or personal reception), electronic or written (sent by mail or transferred by the Applicant personally or through an authorized person, if these powers are issued in accordance with the legislation of Ukraine). A written application can also be sent using the Internet, electronic means of communication (electronic application).

In oral form, Appeals are received:
- when the Applicant contacts the Bank's Contact Center by phone;
- when the Applicant contacts the "Fraud Prevention Hotline" at the phone number indicated on the Bank's external website at the link: https://www.raiffeisen.ua;
- at the personal reception of the Applicant by the Bank's management (CEO/Directorate);
- when the Applicant applies to the Department.

In written form of the Appeal:
- received by means of postal communication;
- submitted to the Bank by the Applicant personally or through an authorized representative;
- sent to the Bank using the Internet and electronic means of communication.

In an Appeal submitted by an individual in accordance with the requirements of the Law of Ukraine "On Appeals of Citizens", the surname, first name, patronymic, place of residence of the Applicant must be indicated, the essence of the issue raised, remarks, Proposals, Statements (requests) or Complaints, requests must be stated or requirements The written request must be signed by the applicant(s) and dated. The electronic application must also include an electronic mail address to which a reply can be sent to the applicant, or information about other means of communication with him.

A written application without indicating the place of residence, not signed by the author (authors), as well as one from which it is impossible to establish authorship, is recognized as anonymous and is not subject to consideration.

Extract from the Regulations on the Procedure for Reviewing Applications and Personal Reception of Applicants at Raiffeisen Bank JSC, approved by Board Resolution No. P-17/2 dated February 1, 2019.
6. Procedure for personal reception of Applicants by the Bank's management:

6.1. Personal reception of Applicants at the Bank is conducted by the Chairman of the Bank's Management Board and regional directors of the Bank's regional directorates and the retail business director of the Kyiv regional directorate of the Bank.
6.2. The schedule of personal reception of Applicants by the Chairman of the Bank's Management Board and regional directors of the Bank's regional directorates and the retail business director of the Kyiv regional directorate of the Bank is approved by the relevant orders of the Bank.

6.3. The procedure for receiving Applicants by the Chairman of the Board is carried out by appointment in the Department of Executive Management and Communications by phone (044) 490 89 95.
6.4. During their absence (business trip/vacation/illness), the Chairman of the Board/regional directors of the Bank's regional directorates and the retail business director of the Kyiv regional directorate may instruct another official of the Bank to conduct a personal reception of the Applicants.

In the event that the Appeal concerns the restructuring of credit obligations of individuals, the Director/acting Director/Head of the Department of Problem Portfolio Quality Management and Development of Debt Settlement Products of the Department of Problem Debt for Retail Customers is responsible for receiving Applicants .
6.5. The Department of Executive Management and Communications/ an employee of the Administrative Service of the OD ensures that information about the schedule of personal reception of the Applicants is placed on the official stand in the Central Office/Directorate of the Bank in an accessible place for free inspection by the Applicants.

During the preliminary appointment for a personal appointment, the following information is obtained from the Applicant:

1. full name;

2. place of residence;
3. content of the raised issue;
4. phone number for communication, etc.
It is not allowed to find out information about the Applicant's identity, which is not related to his Application.
6.6. Applicants may be refused an appointment for a personal appointment on the following grounds:
6.6.1. repeated Appeal of the same Applicant on the issue that was already considered at the Bank and was decided on the merits;
6.6.2. An appeal regarding the appeal of the decision, which was submitted in violation of the terms specified by Article 17 of the Law of Ukraine "On Appeals of Citizens".

Applicants are provided with reasonable explanations regarding the reasons for refusal to make an appointment for a personal appointment.
6.7. Re-admission of Applicants on issues that were already considered during the personal interview or raised in Written Appeals is held if the issues have not been resolved on the merits and there is a need for a re-meeting. In the case of re-registration of Applicants for a personal reception on issues that were already considered during the personal reception, materials related to previous Applications are sent to the Department of Executive Management and Communications (including at its request in electronic form via the Bank's e-mail means) to the FPS press@raiffeisen .ua

6.8. In order to gain access to the Bank's premises, where a personal reception is held, Applicants must present identity documents. The reception of applicants may be attended by their representatives, whose powers are formalized in accordance with the procedure established by the legislation of Ukraine.
The presence of outsiders during the personal reception of Applicants is not allowed.

6.9. The Chairman of the Board/regional directors of the Bank's regional directorates/director of retail business issues of the Kyiv regional directorate during the personal reception of the Applicants consider the issues on the merits, provide in accordance with the legislation of Ukraine, including the normative legal acts of the NBU, as well as the normative documents of the Bank, substantiated responses and take measures to eliminate violations (if any). If it is not possible to resolve the issues raised in the Applicants' Appeals directly during the personal reception, they are considered in the general procedure provided for in this Regulation for consideration of Written Appeals.

6.10. Written appeals submitted during the personal reception of Applicants are forwarded to the Recordkeeping Service for further registration and referral to the Complaints Processing Unit or the Problem Loans Department for consideration.

Personal reception of citizens is carried out by the management of the bank, subject to prior appointment, at the address: 9 Leskova St., Kyiv.
In order to best solve the essence of the application, the reception can be organized at another address of the Central Office or regional branch of the bank, which the applicant will be additionally informed about.

Applicants are accepted by the Chairman of the Bank's Management Board and members of the Bank's Management Board on the condition of prior registration:

by filling out the online form on the bank's website at: https://www.raiffeisen.ua/kontakty/kontaktna-forma
or by phone: 0 44 490 89 95.

The Chairman of the board and members of the board of the Bank may instruct another official of the Bank to conduct a personal reception of the applicant, of which the latter will be notified additionally.

Schedule of personnel reception of citizens by the bank's management:

(According to Part 1 of Article 16 of the Civil Code of Ukraine, the client has the right to apply to the court for the protection of his personal non-property or property right and interest)

https://zakon.rada.gov.ua/laws/show/435-15#Text

Everyone has the right to submit (send) appeals related to the bank's activities to the bank personally or through another person authorized to do so.

In an application submitted by a natural person, the surname, first name, patronymic, place of residence of the applicant must be indicated, the essence of the raised issue, remarks, proposals, statements or complaints, requests or demands must be stated.

The written appeal must be signed by the applicant and dated. The e-mail address must also include an e-mail address to which a reply can be sent to the applicant, or information about other means of communication with him. The application of the applicant's electronic signature when sending an electronic application is not required (except for applications requiring the disclosure of banking secrets and personal data).

Appeals that contain information about violations by bank employees of the requirements of the Law of Ukraine "On Prevention of Corruption" No. 1700-VII dated October 14, 2014 may be submitted without indicating authorship (anonymously).A person can apply to the Bank:1. Orally or in writing at the Bank's branch;2. Send a letter to the address 01011, Ukraine, Kyiv, str. Leskova, 9;3. Send an email to [email protected];

4. Fill out the contact form on the Bank's website https://www.raiffeisen.ua/kontakty/kontaktna-forma, specifying your email address.

All structural subdivisions of the bank involved in considering the appeal take maximum measures to resolve the issues raised by the applicant in the appeal as soon as possible.

Appeals are considered and resolved within a period of no more than one month from the date of their receipt by the Bank, and those that do not require additional study and verification - immediately, but no later than 10 calendar days from the date of their receipt.

The response to the applicant's appeal is provided:

1. By sending a written letter to the place of residence indicated by the applicant - if the application was submitted to the bank in writing;

2. By sending an e-mail to the e-mail address specified by the applicant - if the application was submitted to the bank by sending an e-mail, filling out the contact form on the Bank's website, at the request of the Applicant, who indicated this in the written application.

3. Orally when applying to a Bank branch.

The person also has the right to contact the National Bank of Ukraine regarding the resolution of the issues raised in the appeals via the link https://bank.gov.ua/ua/contacts-details#section-2

The applicant's application to the bank or the National Bank of Ukraine does not deprive him/her of the right to apply to the court in accordance with the legislation of Ukraine for the protection of his/her rights and interests.

For refusal to accept and consider an appeal, violation of the deadline for consideration of an appeal, other violations of the client's right to appeal in accordance with the legislation of Ukraine, bank officials responsible for considering appeals bear legal responsibility.

24/7 contact center of the Bank:

0 800 500 500 - throughout Ukraine

(044) 490 8888 - in Kyiv

(068) 490 08 88 - from Kyivstar

521 - from Vodafone

(Law of Ukraine "On Appeals of Citizens") https://zakon2.rada.gov.ua/laws/show/393/96-%D0%B2%D1%80

For correspondence: 9 Leskova Street, Kyiv, 01011
To submit a written request, in person: Leskova Street 9, Kyiv, 01011
Hotline telephone: 0 800 500-500, working hours 24/7
For e-mail: [email protected] or https://www.raiffeisen.ua/kontakty/kontaktna-forma