In accordance with the requirements of the Law of Ukraine ‘On Amendments to the Law of Ukraine “On Citizens’ Appeals” regarding electronic appeals and electronic petitions’, citizens may submit written or electronic appeals (proposals, applications or complaints).

The appeal (proposal, application or complaint) must contain
– surname, name, patronymic name;
– place of residence of the citizen
– the essence of the issue raised, comments, suggestions, statements or complaints, requests or demands;
– signature of the applicant(s) with indication of the date;
– the address to which the applicant may be sent a response or information on other means of communication with him/her.

The Company shall protect the personal data of applicants and other persons who became known to it as a result of its activities or as a result of receiving an application, taking into account the requirements of the Law of Ukraine ‘On Personal Data Protection’ dated 01.06.2010 No. 2297-VI and in accordance with the procedure provided for by the relevant internal regulatory document of the Company.

Procedure for consideration of citizens’ appeals, including complaints:

If a citizen has written a written appeal (including a complaint) to the Company that meets the requirements of the Law, it will be reviewed by the responsible department, and an official substantive response will be provided within the time period provided for by the Law, but no later than 30 calendar days from the date of registration of the appeal with the Company.

If it is impossible to resolve the issues raised in the appeal within one month, the company’s CEO or his/her deputy shall set the necessary timeframe for its consideration, which shall be communicated to the person who submitted the appeal. In this case, the total period for resolving the issues raised in the appeal may not exceed 45 days.

The response will be sent to the mailing address of the citizen or by another channel specified by the citizen.Repeated appeals from the same citizen on the same issue are not considered if the first one has been resolved on the merits, as well as appeals from persons declared incapacitated by a court.

A citizen also has the right to apply to the National Bank of Ukraine

How to contact us?

Address for the citizens to submit written appeals to: 3 Olhynska St., (letter A), Kyiv, Ukraine, 01001.

Access to and request for public information

Public information is information reflected and documented by any means and on any media that was obtained or created in the course of fulfilment by public authorities of their duties under the applicable law, or that is in the possession of public authorities, other administrators of public information as defined by the Law of Ukraine ‘On Access to Public Information’.

If such information is not freely available, a person may apply to a state or local government body, enterprise, institution or organization (hereinafter referred to as information administrators) with a request to obtain it.

The request may be submitted in writing or in any other form (by mail, fax, telephone, e-mail) of the person’s choice and must contain
– the name of the requestor, postal address or e-mail address, as well as contact details, if any
– a general description of the information or the type, name, details or content of the document requested, if the requestor knows it;
– signature and date.

The information administrator must respond to the request no later than 5 business days from the date of receipt of the request. The response period may be extended up to 20 business days (in case of providing a large amount of information or searching for information among a significant amount of data).

A written request may be sent by mail to the following address:
3 Olhynska St., (letter A), Kyiv, Ukraine, 01001,

Or by e-mail: info@ukrfinzhytlo.in.ua