RULES FOR HANDLING CUSTOMER COMPLAINTS AND CLAIMS

This page reproduces a historical version of UBC’s internal procedure for handling customer submissions. It explains how to submit a complaint, what information the statement should contain, the time limits for the company’s response and how the parties seek to resolve a dispute.

How to Start Business in Ukraine

If an individual agreement or current service rules provide a different procedure, the terms of the relevant document apply.

1. General provisions

A customer is an individual or legal entity to whom UBC provides services or who has stated in writing an intention to receive them. A complaint means a written claim, statement, demand or other document in which the customer reports a possible breach of service terms, an agreement, instruction, application or another document connected with the service provided.

The customer has the right to contact UBC directly, receive a written response, withdraw the complaint before its review is completed and act through an authorised representative. The representative must provide a document confirming their authority.

Submissions are accepted in Ukrainian, Russian or English. As a rule, the response is prepared in the language of the submission. Anonymous messages where the applicant cannot be identified are not treated as a formal complaint.

For an objective review, UBC may request additional explanations and documents. The deadline for providing them is stated in the request and, under the historical version of the rules, could not be less than 14 calendar days. Pending clarification of the circumstances, the company could suspend performance of individual instructions if continued service created legal, financial or reputational risk.

2. How to submit a complaint

A complaint is submitted in writing in person, by post or by email. For electronic submissions, the version previously in force specified the address audit@ubc.ua and allowed the original to be provided subsequently at the request of the responsible department.

The submission should state:

• for an individual — first name, surname, contact details and information sufficient to identify the applicant;
• for a legal entity — name, registration details, address and information about the representative;
• the service, agreement, invoice, instruction or transaction to which the complaint relates;
• a chronological description of the circumstances, dates and the expected method of resolution;
• a list of documents, correspondence, payment evidence and other supporting materials;
• the preferred channel for receiving the response.

The submission is signed by the customer or their representative. For a legal entity, the adequacy of the signature and authority is assessed in light of the constitutional documents, power of attorney and method of electronic signing. Copies of passports or other identification documents should be sent only through a secure channel and only where justified by the purpose of the review.

A complaint concerning an unauthorised or incorrectly executed instruction should preferably be submitted immediately after the issue is discovered. The historical rules mentioned a 14-day period, but the specific deadline should be checked against the agreement and the law in force on the date of the event.

If the submission lacks mandatory information or evidence, UBC notifies the customer of the deficiencies and invites them to correct them. A message containing insults or threats, or one with no identifiable subject of dispute, may be left without formal review, although facts indicating a possible breach may still be referred for internal investigation.

3. Review and response

The date of receipt is the date on which the submission is registered. The complaint is assigned to a responsible employee who reviews the agreement, correspondence, payment and registration documents, explanations from the persons who performed the work and, where necessary, information from external service providers.

The version previously in force provided for a response within 10 calendar days after receipt of a properly completed complaint and all necessary materials. For transactions outside Ukraine or cases requiring information from a third party, the period could be up to 60 calendar days. If the review was particularly complex, the customer was sent a separate notice extending the deadline.

The response is sent through the same channel by which the submission was received unless the customer requested another method. A postal response may be sent by registered mail or another method confirming dispatch. Personal delivery is recorded by the recipient’s signature.

If the complaint is justified in whole or in part, the company determines the appropriate remedy: correcting a document, repeating an agreed action, providing an additional explanation, refunding funds where provided for by the agreement, or another proportionate measure.

4. Confidentiality and dispute resolution

When a complaint is reviewed, customer information is used only to the extent required for the review. Data may be provided to an engaged lawyer, auditor, bank, registration agent or other contractor where the circumstances cannot otherwise be established, and in cases expressly required by law.

The preferred method of dispute resolution is negotiation and a documented settlement. If the customer disagrees with the response, they may apply to a court or another body specified by the agreement and applicable law.

Note. Before submitting a claim, it is useful to prepare one chronological file containing the agreement, invoices, payment documents, correspondence, service results and a short table of events. Such a package shortens the review time and reduces the risk of inconsistent explanations.

Contact for written submissions: audit@ubc.ua.

International Trade and Market Entry

Company Incorporation in Ukraine