The National Bank of Ukraine provides information on the processing of appeals from citizens and reports on progress made in handling these appeals in 2013 as prescribed by the Law of Ukraine “On Appeals of Citizens”.

During 2013, the National Bank of Ukraine received 10,919 written appeals from citizens, with personal appeals from citizens accounting for 75.66% of the total number of appeals.

The year 2013 saw a 7.43% decline in the number of appeals (by 877 appeals), as compared with 2012.

In most cases, the citizens have raised issues related to the relationship arising out of credit or deposit agreements, with these appeals amounting to 3,031 and 2,168 (27.76% і 19.86%) respectively.

The year 2013 saw an increase in appeals from citizens over the following issues: payment systems and settlements – by 131, cash circulation – by 49, banks' registration, licensing, reorganization and resolution– by 24, contractual relationship between depositors and banks – by 17.

The NBU experts have carefully examined all the appeals filed by citizens and taken the relevant measures. In particular, 9,670 claims have been satisfied in favor of citizens and the citizens have received explanations. 126 appeals are still under consideration, and the remaining appeals have been handled in accordance with Articles 5, 7, 8 and 17 of the Law of Ukraine “On Appeals of Citizens”.