Complaints and payment disputes
How to submit a complaint to JSC ISBANK Georgia and exercise your payment-dispute rights.
Customer complaint handling procedure
This procedure is based on Order No 32/04 of the President of the National Bank of Georgia of 9 March 2021 approving the Rule on the Protection of Consumer Rights in the Provision of Services by Financial Organizations, and JSC ISBANK Georgia’s procedure for managing customer complaints.
It governs the receipt and consideration of oral, written and electronic complaints submitted to JSC ISBANK Georgia (the Bank) concerning retail and business banking products.
Submitting a complaint
You may submit a complaint about the Bank’s services orally or in writing at any Bank branch. When you submit a written complaint using the application form, a Bank representative will sign the form and return one copy to you.
The Bank’s obligations
The Bank must accept complaints orally, on the standard written form, in free written form or electronically.
The Bank must accept a complaint regardless of the time elapsed since the matter arose.
If you wish to make a complaint, the Bank must offer a written or electronic submission option. Where an oral complaint is received, the Bank must offer the alternative of a standard or free-form written complaint or an electronic complaint.
Except for complaints submitted orally, the Bank must confirm receipt in writing or electronically. Other obligations under Georgian law also apply.
Scope of the procedure
This general procedure does not govern the following cases:
The Bank has already considered the same customer’s same complaint in writing or electronically, and no additional material facts or circumstances have arisen.
The complaint concerns the Bank’s refusal to provide a financial product, unless the Bank is obliged to provide it.
The complaint concerns a service interruption or refusal required by applicable legislation, including the Georgian law on facilitating the prevention of money laundering and the financing of terrorism.
These limits on the general procedure do not restrict the specific rights applicable to payment services or other rights provided by Georgian law.
Submission channels and handling
You may complain in writing at a Bank branch using the standard form or a free-form letter, electronically through www.isbank.ge or ConsumerProtection@isbank.ge, or orally. Branch details: Visit us.
Complaints are collected by the Public Relations Department. The department coordinates the measures to be taken by the relevant Bank departments, preparation of written responses and their dispatch to the complainant. The maximum period for considering a complaint and responding is one month from submission and, where necessary, customer identification, subject to the specific payment-services rules below.
Submitting through the website
Use the Contact form and choose “Complaint or feedback”. You can also email ConsumerProtection@isbank.ge directly.
The form asks for your first name, last name, email address, preferred response method and complaint details. Provide a telephone number if you choose a telephone response. Messages must contain 20–3000 characters. The form does not accept attachments; send supporting documents or a longer complaint to the email address above. See our Personal Data Protection Policy.
Once your submission is accepted, the website displays a reference number and initiates an acknowledgement email to the address you supplied. Keep the number. Acknowledgement is not a decision on the complaint. If the form reports an error or you do not receive a reference number, use ConsumerProtection@isbank.ge. Do not send passwords, PINs or one-time codes.
Payment-services complaints
Payment-services complaint handling is free. Receipt is confirmed on the receipt day in paper form or, with your agreement, another durable medium. A complaint submitted on a non-working day is treated as received on the next working day. For an oral complaint, the Bank offers written submission or an audio recording with your consent.
The Bank considers the complaint and makes a decision within 15 working days of receipt. If reasons beyond the Bank’s control prevent this, you will be informed of the justified reason and the total handling period, which must not exceed 35 working days from receipt. The decision addresses every issue raised and is communicated without delay in your chosen paper or electronic form.
At acknowledgement and when communicating the decision, the Bank provides information about applying to the NBG Dispute Resolution Commission within six months of complaining to the Bank and about the Commission’s free procedure. These specific arrangements apply to payment-services complaints; the one-month period above applies to other complaints.
NBG Dispute Resolution Commission
If the Bank does not satisfy your payment-services complaint within the statutory period, does not answer it or satisfies it only in part, you may apply to the Dispute Resolution Commission at the National Bank of Georgia. Individuals may apply; legal persons and organizations without legal personality must meet the criteria established by the NBG’s legal act.
The disputed amount must not exceed GEL 100,000 or its equivalent in foreign currency. Apply no later than six months after submitting your complaint to the Bank. The Commission’s procedure is free. You may apply to a court without first applying to the Commission.
The Commission generally decides within 90 calendar days after accepting the complaint for consideration and may extend this by up to 30 calendar days for a complex case. Statutory suspensions of the time limit may apply. Forms and submission instructions: https://nbg.gov.ge/page/davebis-ganmkhilveli-komisia. Send a signed scanned complaint or one bearing a qualified electronic signature to disputescommission@findrc.ge. Telephone: +995 322 406 333. Address: 1 Zviad Gamsakhurdia Embankment, Tbilisi 0114.
Consumer support
For useful information, visit the National Bank of Georgia at https://www.nbg.gov.ge/cp/ or call +995 32 2 406 406. You may also contact cp@nbg.gov.ge on consumer-protection matters. NBG consumer support and the Dispute Resolution Commission are separate channels.