Consumers of financial services may issue applications, suggestions and complaints to the Embafinans LLC. Applications may be made verbally, in writing and over Internet. When making an application, Consumers should mention their first, middle and last names, contact numbers (phone number, e-mail and postal addresses).

All applications shall be registered and reviewed by the designated person on consumer appeals. Applications shall be forwarded to the related division, if accepted for review. If the content of the application is not readable or documents are expired, they shall not be accepted for review, and the consumer shall be informed to eliminate the reasons in question.

Consumer appeals shall be responded to no later than 10 working days. If the appeal requires additional investigation, its handling may be extended by up to 20 business days.

In this case, the applicant shall be notified on the reason for delay in investigation and thedeadline for the result.

If the response received does not satisfy consumers, repeated applications shall bereviewed and responded by the Supervisory Board.  If the consumer is not satisfied with the result, he/she shall be entitled to issue an application to the Central Bank.




The Central Bank of the Republic of Azerbaijan

Address: 32 R.Behbudov Str,

AZ1014, Baku city, The Republic of Azerbaijan

Tel.: (994 12) 493 11 22
Fax: (994 12) 493 55 41
E-mail: mail@cbar.az


Regulations on handling appeals of consumers of financial services