In compliance with the law on citizens' appeals, the National Bank of Ukraine provides information on the handling of appeals filed by citizens in 2012.

During 2012, the National Bank of Ukraine received 11,796 written appeals from citizens of Ukraine and other states, with personal appeals from citizens accounting for 75.95% of the total number of appeals.

2012 saw a downward trend in the number of written appeals from citizens (by 786 (6.7%) less than in 2011), which can be explained by a decrease in the number of claims filed by citizens related to contractual relationships between the Ukrainian banks and their customers, in particular, those arising out of deposit agreements.

In most cases, the citizens have raised issues related to the relationship arising out of credit or deposit agreements, these claims making up 27.64% and 18.24% respectively.

2012 saw an increase in the number of claims filed by citizens related to the settlement of disputes over credit relationships between the borrowers and banks, foreign exchange regulation and control, relationships between citizens and non-banking institutions, as compared with 2011.

As part of the social initiatives put forward by the President of Ukraine aimed at ensuring the payment of compensation to depositors of the former Soviet Sberbank branches, which operated in Ukraine, the National Bank of Ukraine considered 218 written claims filed by citizens. In most cases, the claims were related to the procedure of paying compensation to the heirs of depositors, compensation to cover funeral and burial expenses, and paying compensation to individuals who are currently not Ukrainian citizens, receiving compensation by the depositors who received compensation in 2008. In addition, the National Bank of Ukraine received 81 phone calls from citizens seeking information on how the branches of State Savings Bank of Ukraine PJSC would pay compensation.

Overall, the hotline operated by the National Bank of Ukraine was used by 12, 778 citizens, which was by 8,451 calls more (66%) than in 2011.

The NBU experts have thoroughly examined all the claims filed by citizens and taken the relevant measures. In particular, 9, 213 claims were settled in favor of citizens and explanations were given to them with respect to their claims, 202 remain under consideration, the remaining claims were examined pursuant to Articles 5, 7, 8 and 17 of the Law of Ukraine “On citizens’ appeals’.

In 2012, the senior officials of the National Bank of Ukraine, NBU regional branches, structural units and NBU educational institutions received 972 citizens in person.

In addition, the National Bank of Ukraine provided public information in response to information requests in compliance with the Law of Ukraine on Access to Public Information.

In 2012, the National Bank of Ukraine received 2, 663 requests for information. The majority of requests for information were made by individuals – 1, 467 (55%), legal entities 1,162 (44%), and public institutions – 34 (1.0%).

All the requests for information were studied in due time: responses were given  to 2,641 information requests, 8 information requests were redirected to other government authorities, and 14 information were rejected.