BAT Customer Arbitration Board
Individual Customer Complaint Process and BAT Arbitration Board Application
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.
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.
