Customer Protection
Complaint Review Procedure
Aim of the procedure to regulate the process of accepting customers' complaints regarding retail/corporate banking products or services via verbal, written, or digital forms. To ensure compliance with Order #151/04 (December 23, 2016) of the President of the National Bank of Georgia, providing full, necessary, clear, true, and timely means to resolve complaints and ensure consistent delivery of this information.
Processes are not regulated if:
- The financial organization has already reviewed the complaint in writing or digitally by the same customer and there are no new substantial facts or circumstances.
- The complaint is about the rejection by the financial organization to deliver financial products, except when the financial organization is obliged to provide the financial service and/or product.
- The reason for the complaint is the delay or rejection to provide financial services due to current legislation, including the AML/CFT laws of Georgia.
Reviewing Process
Consumers can file complaints at legal address of the bank in written form or digitally (on the corporate website https://pavebank.com and/or via email at pave-cp@pavebank.com), or verbally. Complaint cases, including digital complaints, accumulate in the Consumer Protection Direction. The bank reviews the complaint and communicates resolution outcomes to customers. The process of accepting, reviewing, and replying to complaints should take no longer than one month.
For more information about consumer rights, please visit the National Bank of Georgia's website at www.nbg.gov.ge/cp or call the hotline at +995 322 406 406.