• It is necessary to read all the terms and conditions of each product form and to inquire about any information through customer service officials before signing the product application.

• It is necessary to read the contracts carefully before signing them and you can always obtain a copy of them at any time.

• For debit or credit cards holders, it is necessary to keep it in a safe place, and the same applies for the cards passwords, with the need to keep them in separate places at all times.

• Not to disclose any confidential information about accounts or cards to any third party.

• In the event of any card being lost or damaged, the bank shall be notified on the hotline 19093.

• It is necessary to notify the bank immediately and without delay upon realizing any illegal dealings or unauthorized transactions on your account.

• If you're enjoying any type of loan, credit cards or any credit facilities, the monthly installment payment date must be adhered to in order to avoid being included in the negative lists.

• Do not hesitate to inquire about the commissions and fees related to the product, with the need to constantly check the bank's website to find out about any changes in services and prices.

• It is necessary to provide accurate and clear information to the bank and upon any change or update, you should notify the bank immediately (any change or expiration of the national number, passport or residence, etc.) so that this does not affect the quality of services provided by the bank.

Dear Customer, please be informed that you must first contact the bank and wait for a response before submitting a complaint to the Central Bank.

Bank representatives will notify you of the complaint reference number within a maximum of two working days from the date of complaint registration and inform you of the time required to investigate the complaint.

Please keep the complaint reference number, which you can use to follow up through the following means:

Please note that your complaint will be responded to within 15 working days from the date of receipt of the complaint.

For complaints related to external transactions, the investigation may take more than 15 working days. In this case, you will be contacted to inform you of the time required for the study and response.

The bank may refer all or part of the complaint to another bank if the subject of the complaint falls under the full or joint responsibility of that bank.

If you are not satisfied with the bank’s response to your complaint, you must notify the bank in writing within 15 working days from the date of receiving the response from the bank. Otherwise, the lack of objection will be considered acceptance of the bank’s response.

In this case, bank representatives will notify you of the receipt of your objection with the same reference number within a maximum of two working days from the date of registering the objection, accompanied by the date of submission.

The bank will reconsider the complaint if it receives a notification from the complainant of non-acceptance of the bank’s response within the specified period and will respond definitively to the complainant within 15 working days from the date of receipt of the notification.

• The complainant acknowledges that if the subject of the complaint falls under the full or joint responsibility of another bank, the bank has the right to refer all or part of the complaint to that bank in accordance with the procedures and regulations stated in the Central Bank’s complaint handling instructions.