Service Description:

Addressing a complaint submitted to one of the operating banks and financial institutions subject to the supervision of the Central Bank of Syria.

   - Service Details:

Explanatory Instructions for Submitting a Complaint:

First: Procedures to Follow Before Submitting a Complaint to the Central Bank of Syria:

A.     The complainant should thoroughly review the terms of the contract or agreement with the bank to ensure they do not conflict with the subject of the complaint.

B.     Prepare a written complaint and first submit it to the same body against which the complaint is made.

C.     Upon direct submission of the complaint, the relevant body provides the complainant with a stamped document containing the complaint number, its date, and the expected response time. This response should be issued within five working days of the complaint submission date. The complainant retains this document until receiving a written response from the relevant body.

D.     After the specified period mentioned in the preceding paragraph elapses, the complainant should review the body to which the complaint was submitted. They should expect to receive a duly signed and sealed response from this body. If there is no response, an unexplained delay, or if the complaint is entirely rejected without valid reasons, the complainant may refer the matter to the Central Bank of Syria. In the referral, they should explain the nature of the complaint, highlighting the lack of response, delay, or rejection.

If the complainant still wishes to submit a complaint to the Central Bank of Syria after thoroughly reviewing the contract terms, receiving a response from the complained-against body, providing evidence refuting the justifications provided by the body, and supplying sufficient documentation to convince the Central Bank of Syria of the validity of their claim, they may proceed with submitting the complaint. The complainant should adhere to the requirements outlined in the following paragraphs.

Second: Required Documents for Submission with the Complaint to the Central Bank of Syria:

A. A stamped and sealed copy of the response received from the complained-against body, as outlined in Paragraph 1/D above.

B. Copies of all supporting documents and evidence that clarify and substantiate the contents of the complaint. Examples include loan contracts, settlement agreements, delivery and reporting notifications, and any relevant documents.

C. A clear copy of the complainant’s ID (both sides).

D. A statement detailing all procedures undertaken prior to submitting the complaint. This should include whether any other entities were consulted regarding the complaint, along with copies of all related correspondence and responses. Additionally, any steps taken after submitting the complaint to the bank should be reported to the Central Bank of Syria.

E. A statement indicating whether the complaint is currently pending before a judicial authority. If so, the Central Bank will not consider the complaint.

F. If the complaint is being submitted by an agent on behalf of the complainant, the agent must provide a copy of the valid and notarized official power of attorney.

I. Completion of the Complaint Form with all Required Data (available from the Central Bank with all the stamps), ensuring the inclusion of the following mandatory information:

a)     Clear and detailed description of the complaint, specifying the required actions.

b)     Telephone number (both landline and mobile).

c)     Fax number (if available).

d)     Full address.

e)     Date of submission of the complaint to the Central Bank.

f)      The complainant's signature on the declaration provided at the end of the complaint form, certifying the accuracy of all information provided under the complainant's responsibility.

Third: Note: The Central Bank of Syria does not investigate the following complaints:

A.     A. Complaints that have not been formally submitted in writing to the same body against which the complaint was made, as outlined in Paragraph 1/D above.

B.     Complaints that conflict with the terms of the agreement or contract signed between the bank and the client submitting the complaint, unless any of the terms violate public order and applicable regulations.

C.     Complaints related to the bank’s policies and internal systems in accordance with applicable laws and regulations. Examples of such complaints include issues related to mediation with entities supervised by the Central Bank of Syria, such as the bank's refusal to grant a loan and schedule and settle troubled loans, or rejection to request for an additional payment period, and reduction of interest and commissions, etc.

D.     Complaints that are pending before judicial authorities (even if the complaint is filed after submitting the complaint to the Central Bank) should be directly reported to the Central Bank of Syria by the complainants under their responsibility. In such cases, the consideration of the complaint will be suspended until the court issues its final ruling, and the Central Bank of Syria is informed of the outcome.

E.     Complaints that were previously submitted to the Central Bank, and the applicant was duly informed of the response.

F.      Complaints that are not clear and have no specific content, or those that contain merely false and malicious allegations.

G.    Complaints that violate these instructions, or those that do not contain the mandatory data required for consideration.

Fourth: Note that the Central Bank of Syria will directly review the subject of the filed complaint and take all necessary measures. The complainant or their legal representative will be contacted via the specified telephone numbers to promptly inform them of the outcome once it is determined.

Fifth: If the complainant's situation is resolved, if the requests are responded to by the body against which the complaint is submitted, or if the complainant wishes to withdraw the complaint for certain reasons, an official letter must be submitted to the Central Bank of Syria subsequent to the filed complaint. This letter should explain all the reasons necessitating the withdrawal.

1.    Service Classifications:

Natural and juridical persons affected by their dealings with the relevant authorities (operating banks and financial institutions subject to the supervision of the Central Bank of Syria).

2.    Implementation Rate in Days:

The period varies according to the type and subject of the complaint, as well as the procedures required for resolution. It begins with addressing and communicating with the authorities concerned with the complaint and concludes once the complainant receives a response.