The National Bank of Ukraine provides information on the status of citizens’ requests filed to the NBU in 2015 as mandated by the Law of Ukraine “On Citizens' Requests”.

During 2015, the NBU received 26,726  written requests from citizens, with personal requests from citizens accounting for 77.58% of the total number of requests.

In 2015, the number of written requests from citizens decreased by 5,808 or 18% compared with the figures for the previous year.

In their requests, the citizens mostly raised issues related to the relationship arising from  deposit and loan agreements. These requests amounted to 12,391 and 4,540 (46.36% and 16.99%) respectively.

The data released by the NBU suggest a decrease by 7,120 or 13.61% in the number of citizens’ requests in respect of deposit agreements compared with the figures for the previous year. The year 2015 saw a decrease in the number of requests pertaining to payment and settlement systems as well as foreign exchange regulation and control compared with the 2014 figures.

The NBU experts have carefully examined all the requests filed by citizens and taken the relevant measures. In particular, 21,223 claims (79.11%) have been settled in favor of citizens and clarifications have been provided to them. 280 requests (1.05%) are still being processed. The remaining claims have been transferred to the respective authorities or returned to requesters in accordance with Articles 5, 7, 8 and 17 of the Law of Ukraine “On Citizens' requests.