Terms of consideration of customer requests

For appeals from customers that do not require any further investigation:

• for legal entities and banks – no more than 10 (ten) working days;
•  for individuals – no more than 5 (five) working days;
• for complaints and appeals from military personnel and their families - no more than 15 (fifteen) working days;
• appeals on the facts of corruption offenses – no more than 20 (twenty) working days.

For appeals from customers requiring any further investigation:

•  for legal entities and banks – up to 20 (twenty) working days;
•  for individuals – up to 10 (ten) working days;
•  for complaints – up to 30 (thirty) working days.