Customer Rights and Provided Services

Consumer Rights of Credit Products for which all Organization Employees are responsible 1. Raise awareness by creating a system for informing consumers of credit products about their rights. 2. Receive necessary and reliable information about the types of credit products, borrowing-related issues, and the credit institution, including: - Information about the credit institution and its location; - Loan purpose; - Types of loan collateral; - Annual interest rate and effective annual interest rate; - Loan term; - Types of loans offered with a brief description of their differences; - Loan repayment methods, amounts, volumes, and recurrence; - Possible loan amount that can be provided; - Advantages and disadvantages of the proposed loan types; - Possible total loan amount offered; — requirements for providing information about the client's credit history and receiving a request from a credit bureau; — the possibility of early loan repayment by the client and its terms; — requirements for the terms of the loan agreement; - the right to return the loan application; - the amount of all expenses related to loan servicing (notary fees, mortgage insurance, property appraisal, etc.); - the right to receive a cash receipt upon disbursement; - receive free information about loan balances, accrued interest, and penalties, regardless of the existence of a loan; 3. Appeal to the court and other authorized government agencies to protect one's rights and interests. 4. Submitting suggestions and requests for improving credit service. 5. When working with clients, the Organization adheres to the principles of fairness, honesty, equality, and professionalism and discloses information in compliance with the following requirements: - information must be provided to all clients and potential clients equally and in equal amounts; - information must be accurate and complete and provided in a timely manner; - information must be presented to consumers in simple and understandable language and must not contain complex or difficult-to-understand words and phrases, as well as professional and technical terms; - information must be presented to the consumer in the national language and, if an agreement is reached, the Organization will offer the consumer the option in any other language; - information must be presented to the consumer in such a volume that the consumer can easily find the necessary information; - the information provided must not be presented in a form that conceals important terms; 6. Before concluding a loan agreement, the Organization's employees must: - explain to the consumer the nature and terms of the specific service they are interested in; - inform the consumer of the amount of all payments associated with the provision of the service of interest; - explain to the consumer the procedure for filing, the progress, and the timeframe for reviewing a complaint arising from the contract; - inform the consumer of their obligations, taking into account the enforcement actions that the Organization may take in the event of non-fulfillment of the consumer's obligations (fines or other measures that worsen the consumer's financial situation, as provided for in the contract); - inform the consumer of the form, frequency, and timeframe for providing information after signing the contract; - offer the consumer the necessary opportunity and time to familiarize themselves with the terms of the contract before concluding the contract; - provide the consumer with sufficient information about the product to enable them to select the appropriate product or service based on their needs and financial capabilities; - explain to the borrower/client the nature and significance of a credit history, in particular, inform them that in the event of default on the loan, information about this will be transferred to the Credit History Bureau; — inform the borrower/client that in the event of default, the loan will be forcibly recovered from the collateral, or, if the collateral is insufficient, from the borrower/client's other property; — inform the borrower/client of their rights based on the irrevocable refusal to receive the loan during the period after the conclusion of the agreement and until the receipt of funds; - if there is a pledger, guarantor, or other party considered a party to the loan agreement, explain their responsibilities and obtain their consent in free form; - in the case of a group loan, explain to the borrowers/clients their joint liability for the loan; 7. If the Organization refuses to provide a loan to a consumer, it will, upon request, return to the consumer the originals of the same documents that the consumer received from third parties for the Organization to use the service (information about place of residence or work, property valuation document, notarized document, etc.);