Protection of Consumers of Financial Services
The Bank is committed to treating its customers fairly and responsibly at every stage of their relationship with the Bank
The Bank monitors compliance with applicable laws and regulatory requirements in the development, promotion, and delivery of banking products and services, while ensuring the timely identification and prevention of potential risks that may affect customers' rights.
The Bank places particular emphasis on transparency of service terms, clear and comprehensive disclosure of information, fair and impartial handling of customer requests, and the continuous improvement of the customer experience.
If you have any questions, comments, suggestions, or a dispute relating to banking services, we recommend contacting the Bank by phone or in person as your first step. In most cases, this allows you to receive prompt clarification, resolve the issue quickly, or determine the appropriate next steps. Requests may be submitted free of charge.
If your matter requires further review or supporting documentation, you may submit a written request through one of the Bank’s designated communication channels.
Customer requests relating to banking services are reviewed within 15 business days from the date the Bank receives the request.
If additional fact-finding is required for a proper review of the matter, the review period may be extended by up to 15 additional business days.
The customer will be notified of any extension within 3 business days from the date the relevant decision is made.
What can you contact the Bank about?
You may contact the Bank if:
• you need clarification regarding a banking product or service;
• you have questions about banking services, tariffs, fees, payments, or transfers;
• you disagree with an action or decision of the Bank;
• you have encountered a problem while using the Bank’s products or services;
• you would like to submit a suggestion for improving the quality of service or express appreciation to the Bank’s employees.
Recommended contact channels
For the fastest resolution, we recommend using one of the following verbal communication channels.
Contact the Bank’s Contact Centre
Calls are free of charge from mobile phones within Kazakhstan.
• Individuals — 505;
• Businesses — 605.
Visit a Bank branch in person
Our employees will provide the necessary assistance and, where appropriate, advise you on the next steps for resolving your request.
Written requests
If your matter requires formal consideration, you may submit a written request through any of the following channels:
1. In person at any Bank branch.
2. By postal mail.
3. By email at info@bcc.kz.
4. Through the Bank’s mobile application.
Information requests
For general information, you may also use the Bank’s WhatsApp and Telegram channels.
Messaging only. Voice calls are not supported.
• Individuals — +7 (747) 111-15-05;
• Businesses — +7 (747) 111-16-05.
Other communication channels
• Live chat on the Bank’s website.
Contacting the Contact Centre or visiting a Bank branch is the quickest way to receive assistance and resolve most issues without submitting a formal written request.
A borrower has the right to apply to the Banking Ombudsman for the out-of-court settlement of debt arising under a bank loan agreement that is not related to business activities.
The borrower may apply within 15 calendar days while simultaneously notifying the Bank in the following cases:
• the Bank has refused the borrower’s request to amend the bank loan agreement;
• the Bank and the borrower have failed to reach a mutually acceptable agreement on amendments to the bank loan agreement.
If the Bank and the borrower fail to reach a mutually acceptable agreement within 30 calendar days from the date the borrower receives the Bank’s decision, this is deemed a refusal to amend the terms of the bank loan agreement.
This period may be extended with the mutual consent of both parties.
Who is the Banking Ombudsman?
The Banking Ombudsman is an independent individual who assists in resolving disputes arising under a bank loan agreement between a bank and an individual borrower.
The Banking Ombudsman reviews disputes between a bank and an individual borrower relating to a bank loan agreement.
Application procedure
Before applying to the Banking Ombudsman, you must first submit your complaint or request to the Bank and attempt to resolve the matter directly.
When applying to the Banking Ombudsman, you will need to provide evidence that you previously contacted the Bank.
Which applications are not considered?
• applications that are already being considered by a court;
• applications concerning matters resolved by a final and binding court decision;
• applications relating to matters subject to an enforcement endorsement or enforcement proceedings;
• applications submitted without written evidence that the applicant previously contacted the Bank, an organisation carrying out certain types of banking operations, or the person to whom the rights under the bank loan agreement have been assigned;
• repeated applications that do not contain any new circumstances;
• applications submitted by third parties without sufficient information to identify the applicant or without documentary proof of the representative’s authority;
• applications submitted by legal entities;
• applications relating to fraudulent activities.
Banking Ombudsman contact details
Call Centre: +7 (771) 929-33-33
WhatsApp: +7 (708) 983-30-16
Email: office@bank-ombudsman.kz
Before applying to the Banking Ombudsman, you must first contact the Bank and retain evidence of your request.
FAQ: Protecting Customers' Rights and Interests
To help us review your request as quickly and efficiently as possible, we recommend including the following information:
- last name, first name, patronymic (if applicable)
- individual identification number (IIN), where applicable;
- contact phone number and/or email address for follow-up communication;
- detailed description of the issue;
- date of the event and, where applicable, agreement, account, card, application or request number, or any other information relevant to your request;
- your request or the outcome you expect from the review;
- copies of any documents or other materials supporting the circumstances described (if available).
Once received, your request is registered and reviewed by the Bank. Where necessary, the Bank may request additional information or documents required for a comprehensive and objective review of the matter. Response will be provided using the contact details specified in your request, in accordance with the procedure and within the time limits established by the legislation of the Republic of Kazakhstan.
If you have a dispute concerning banking services, questions about the Bank's products or services, need to restructure your debt, require additional clarification, or wish to submit an request or complaint, we recommend that you first contact the Bank directly.
The Bank will review your request, provide the necessary information, and offer possible options for resolving the matter in accordance with the applicable procedures.
If you disagree with the outcome of the review, receive a refusal, or your request has been only partially satisfied, you have the right to use the applicable appeal procedures and contact the competent government authorities or other authorized organizations in accordance with the legislation of the Republic of Kazakhstan.
Contacting the Bank at the initial stage allows the matter to be considered and resolved as promptly and effectively as possible.