Customer Care

TBB Customer Complaints Arbitration Committee

What is the objective of the committee?The Banks Association of Turkey, Customer Complaints Arbitration Panel is a conciliation panel entrusted with the task of resolving the disputes between banks and their individual customers.

Communique On Composition and Operation Principles and Procedurs of Customer Complaints Arbitration Panel

Customer Complaints Arbitration Panel Memorandum of Information

 

How I can apply to the committee?

In the Arbitration Panel process, customers must first apply to the bank with a written application form. The answering time of banks is 20 days for your applications related to credit and debit cards, and 30 days for your complaints relating to other banking products and services. In case of not responding within the period of time specified by banks or not satisfied with the resolution of the complaint, consumers can apply to Arbitration Committee of the Banks Association of Turkey within 60 days via written communication channels or e-Government Gate application.

Customer Complaints Arbitration Panel Application Form