Customer Experience

As a bank, we try to handle all our customers' requests and complaints as soon as possible and resolve them quickly. However, you may still be dissatisfied with the solution we offer. The Banks Association of Turkey ("BAT") has a solution mechanism for this.

Based on Article 80, paragraph "j" of the Banking Law No. 5411, a Retail Customer Arbitration Panel has been established at the BAT. The purpose of the Individual Customer Arbitration Panel is to ensure that disputes between banks and individual customers are evaluated and resolved. In this way, it is aimed to reduce the workload of the judiciary and to resolve disputes faster with less cost and effort. (Not to be confused with the mediation process.)

The UMT Retail Customer Arbitration Panel cannot review disputes that have been referred to the Insurance Arbitration Commission or the judiciary. In addition, applications arising from banking transactions related to commercial, agricultural and similar activities that are not of an individual nature and applications made by legal entities cannot be examined by the UMT Individual Customer Arbitration Panel.

The UMT Individual Customer Arbitration Board cannot examine disputes that have been referred to the Insurance Arbitration Commission or the judiciary. In addition, applications arising from banking transactions related to commercial, agricultural and similar activities that are not of an individual nature and applications made by legal entities cannot be examined by the BAT Retail Customer Arbitration Board.

Since the decisions of the Arbitration Panel are not binding, the dispute may be appealed to the judiciary. However, the decisions of the BAT Individual Customer Arbitration Board regarding disputes with an amount up to 16,427.-TL per transaction for 2023 must be implemented by the banks with open judicial remedy.
If you have a complaint about our Bank, you can first submit your applications to our Bank through the channels below.

1. Destekbank Internet Branch and Destekbank Mobile application "Write to Us" menu
2. KEP Address: [email protected]
3. E-Mail: [email protected]
4. Head Office Address: Ferko Signature Büyükdere Caddesi No:175 K:26 Şişli 34394 İSTANBUL

Pursuant to the relevant Communiqué, banks are obliged to provide a positive or negative response to the applicant within a maximum of thirty days for applications within the scope of consumer objections or complaints, and within forty days in cases where internal audit review is required.

In the event that you do not receive a written response to your application to our Bank in due time or if your complaint continues despite the solution we offer, you can apply to the BAT Individual Customer Arbitration Board within sixty days at the latest following the end of the response period or the date you receive the response.

The BAT's website provides full guidance on individual arbitration committees and application procedures. We kindly request that you review the links below and familiarize yourself with the complaint application process and sample forms:

1. a. BAT Individual Customer Arbitration Board of TBB Information Page
2. Communiqué on the Formation, Working Principles and Procedures of the Retail Customer Arbitration Board
3. BAT Individual Customer Arbitration Board Application Form
4. BAT Individual Customer Arbitration Board Information Brochure