тotifications from clients

Dear Client,

Thank you for choosing us, and we apologise if there has been anything in your experience with maib that has not met your expectations.

If you are dissatisfied with the quality of maib’s products and services, or if you have encountered an unpleasant situation whilst using our services, please report this to us using one of the methods below:

• call us at:
  • 1313 (calls from the Republic of Moldova only, standard rate, available 24/7 from any network), for individuals;
  • 1314 (calls from the Republic of Moldova only, standard rate, available 24/7 from any network), for businesses;
  • +373 22 45 06 03 or +373 22 30 38 38 (standard-rate numbers, available from any network abroad);
• send us an email to the official maib addresses, including info@maib.md or aib@maib.md;
• complete the form available on the website, in the “Contacts” section, under the “Your experience matters” option, or via the online chat;
• visit any maib agency or branch;
• send us a letter by post at 127, 31 August 1989 Street, Chișinău, MD-2012, Republic of Moldova.

If you raise your complaint verbally (at our offices or over the phone), we will also offer you the opportunity to submit it in writing. If you are using an automated tool (e.g. online chat), you can request the assistance of a maib specialist at any time.

To help us investigate the reported issue as thoroughly and quickly as possible and provide you with a response as soon as possible, please include the following information in your complaint:

• identification details:
  • individual customers: name, IDNP, contact telephone number, email address;
  • business customers: company name, IDNO, contact telephone number, email address;
• status of the person submitting the report (account holder/authorised representative/representative);
• the date on which you encountered the reported issue;
• a description as detailed as possible of the reported situation;
• attach any documents that might help us to verify the reported situation quickly;
• the preferred method for receiving a response to the complaint (in writing, by telephone or by email);
• the solution or remedy requested, where applicable.

Please note that as soon as we receive your complaint, it goes through several stages:

• Receipt and registration of the complaint. We will confirm receipt of a complaint within a maximum of 5 working days, via the channel used or via other available channels, and we will provide you with a reference number which you can use to identify it. If the complaint is to be resolved within a maximum of 5 working days, it is possible that you will not receive a separate confirmation.
• Complain examination, which includes:
  • investigating the reported issue in an objective, impartial and responsible manner, in accordance with the legislation in force;
  • identifying the errors that led to the situation and promptly implementing the necessary measures to rectify them;
  • upon request, we will inform you of the stage of the review and the actions taken to date;
• Sending a response, which will contain the outcome of the review, the bank’s official position, the reasoning behind it, and the measures that have been or will be taken regarding the products/services you use.

Although we aim to reply to you as quickly as possible, there are circumstances in certain exceptional situations (for example, correspondence with the bank’s partners, retrieving archived documents, complex investigations or operations, etc.) which may extend the time required for verification and resolution. You will receive a reply within the following timeframes:

• confirmation of receipt of the complaint: within 5 working days;
• final response to the complaint: within 15 working days;
• complaints regarding payment services or e-money: within 35 working days;
• requests regarding personal data: within 30 calendar days.

Requests for information and suggestions that do not constitute complaints are considered within maib’s standard timeframes.

The response will generally be sent via the same channel you used to submit your complaint, unless you have specified another method, or via the channels available to the bank. For complaints submitted by post, the response may be sent by registered post with acknowledgement of receipt. If the complaint can be resolved within no more than 5 working days, the response may also be provided verbally, with your consent.

Submitting a complaint to maib does not affect your right to raise the same claims with the competent authorities, a court of law or an alternative dispute resolution (ADR) body.

The supervisory authority responsible for the protection of consumers of financial services is the National Commission for the Financial Market (CNPF). You may contact the CNPF at any time:

• by phone at 022 85 95 95 (Consumer Helpline; standard-rate call, depending on your network and subscription type);
• by email: at office@cnpf.md (in accordance with the requirements for electronic submissions, including the use of an electronic signature);
• by post: at the CNPF headquarters – 77 Ștefan cel Mare și Sfânt Boulevard, Chișinău MD-2012, in the postbox at the entrance to the building;
• via the website www.cnpf.md.

We would like to assure you that your feedback is extremely valuable to us and helps to improve the experiences we create and our work as a whole. By submitting your feedback, you are helping us to improve, and we thank you for that.

With kind regards,

maib team