{"id":1891,"date":"2025-09-24T13:35:59","date_gmt":"2025-09-24T13:35:59","guid":{"rendered":"https:\/\/www.gibintbank.gi\/?page_id=1891"},"modified":"2025-10-22T12:43:05","modified_gmt":"2025-10-22T12:43:05","slug":"complaints-feedback","status":"publish","type":"page","link":"https:\/\/www.gibintbank.gi\/complaints-feedback\/","title":{"rendered":"Complaints &amp; Feedback"},"content":{"rendered":"\n<div class=\"banner__wrapper banner__wrapper--has-image banner__wrapper--image-format-1\">\n\t<div class=\"banner__inner\">\n\t\t<div class=\"banner__sections\">\n\t\t\t<div class=\"banner__section banner__section--text\">\n\t\t\t\t<div class=\"banner__text\">\n\n<h1 class=\"wp-block-heading\">Complaints &amp; Feedback<\/h1>\n\n\n\n<p><\/p>\n\n<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"banner__section banner__section--image\">\n\t\t\t\t\t<div class=\"banner__image-wrapper\">\n\t\t\t\t\t\t<div class=\"banner__image-inner\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"1200\" src=\"https:\/\/www.gibintbank.gi\/wp-content\/uploads\/2024\/12\/Banking-Services-Header.jpg\" class=\"attachment-full size-full\" alt=\"\" srcset=\"https:\/\/www.gibintbank.gi\/wp-content\/uploads\/2024\/12\/Banking-Services-Header.jpg 1200w, https:\/\/www.gibintbank.gi\/wp-content\/uploads\/2024\/12\/Banking-Services-Header-300x300.jpg 300w, https:\/\/www.gibintbank.gi\/wp-content\/uploads\/2024\/12\/Banking-Services-Header-1024x1024.jpg 1024w, https:\/\/www.gibintbank.gi\/wp-content\/uploads\/2024\/12\/Banking-Services-Header-150x150.jpg 150w, https:\/\/www.gibintbank.gi\/wp-content\/uploads\/2024\/12\/Banking-Services-Header-768x768.jpg 768w\" sizes=\"auto, (max-width: 1200px) 100vw, 1200px\" \/>\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n<div class=\"image-with-text-group__wrapper image-with-text-group__wrapper--reduce-bottom-space\">\n\t<div class=\"image-with-text-group__inner\">\n\t\t<div class=\"image-with-text-group__items\">\n\n\t\t<div class=\"align wp-block-acf-image-with-text-group-block-item\">\n\n\n\t\t<div class=\"image-with-text-group__item-outer-wrapper align wp-block-acf-image-with-text-group-block-item\">\n\n<div class=\"image-with-text-group__item\">\n\t<div class=\"image-with-text-group__sections\">\n\t\t<div class=\"image-with-text-group__section image-with-text-group__section--image\">\n\t\t\t<div class=\"image-with-text-group__image-wrapper\">\n\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"2000\" height=\"1334\" src=\"https:\/\/www.gibintbank.gi\/wp-content\/uploads\/2025\/05\/591A2990_r.jpg\" class=\"attachment-full size-full\" alt=\"man on the phone\" srcset=\"https:\/\/www.gibintbank.gi\/wp-content\/uploads\/2025\/05\/591A2990_r.jpg 2000w, https:\/\/www.gibintbank.gi\/wp-content\/uploads\/2025\/05\/591A2990_r-300x200.jpg 300w, https:\/\/www.gibintbank.gi\/wp-content\/uploads\/2025\/05\/591A2990_r-1024x683.jpg 1024w, https:\/\/www.gibintbank.gi\/wp-content\/uploads\/2025\/05\/591A2990_r-768x512.jpg 768w, https:\/\/www.gibintbank.gi\/wp-content\/uploads\/2025\/05\/591A2990_r-1536x1025.jpg 1536w\" sizes=\"auto, (max-width: 2000px) 100vw, 2000px\" \/>\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t<div class=\"image-with-text-group__section image-with-text-group__section--text\">\n\t\t\t<div class=\"image-with-text-group__text-wrapper\">\n\n<h2 class=\"wp-block-heading\">Complaints<\/h2>\n\n\n\n<p>We are committed to handling your complaint fairly and thoroughly. Every complaint is treated in the same way, following our internal process to ensure it is resolved properly.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>More information on complaints can be found below:<\/strong><\/h4>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"\/complaints-form\">Complaints Form<\/a><\/div>\n\n\n\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.gibintbank.gi\/wp-content\/uploads\/2025\/09\/VTB_Complaints_Brochure-24-09-2025.pdf\">Complaints brochure<\/a><\/div>\n<\/div>\n\n<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\t<\/div>\n\n\t<\/div>\n\n\n\n\t\t<div class=\"align wp-elements-d0ea82f4ab94ed69ccce28b73b5eabac wp-block-acf-image-with-text-group-block-item has-text-color has-custom-color-e-color has-background has-custom-color-a-background-color\">\n\n\n\t\t<div class=\"image-with-text-group__item-outer-wrapper align wp-elements-d0ea82f4ab94ed69ccce28b73b5eabac wp-block-acf-image-with-text-group-block-item has-text-color has-custom-color-e-color has-background has-custom-color-a-background-color\">\n\n<div class=\"image-with-text-group__item\">\n\t<div class=\"image-with-text-group__sections\">\n\t\t<div class=\"image-with-text-group__section image-with-text-group__section--image\">\n\t\t\t<div class=\"image-with-text-group__image-wrapper\">\n\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"2000\" height=\"1334\" src=\"https:\/\/www.gibintbank.gi\/wp-content\/uploads\/2025\/05\/591A5087_r.jpg\" class=\"attachment-full size-full\" alt=\"woman on the laptop\" srcset=\"https:\/\/www.gibintbank.gi\/wp-content\/uploads\/2025\/05\/591A5087_r.jpg 2000w, https:\/\/www.gibintbank.gi\/wp-content\/uploads\/2025\/05\/591A5087_r-300x200.jpg 300w, https:\/\/www.gibintbank.gi\/wp-content\/uploads\/2025\/05\/591A5087_r-1024x683.jpg 1024w, https:\/\/www.gibintbank.gi\/wp-content\/uploads\/2025\/05\/591A5087_r-768x512.jpg 768w, https:\/\/www.gibintbank.gi\/wp-content\/uploads\/2025\/05\/591A5087_r-1536x1025.jpg 1536w\" sizes=\"auto, (max-width: 2000px) 100vw, 2000px\" \/>\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t<div class=\"image-with-text-group__section image-with-text-group__section--text\">\n\t\t\t<div class=\"image-with-text-group__text-wrapper\">\n\n<h2 class=\"wp-block-heading\">Feedback<\/h2>\n\n\n\n<p>Use this form to share your experience with us, whether someone provided great service or if you think we could have handled things better.<\/p>\n\n\n\n<p class=\"has-custom-color-e-color has-text-color has-link-color wp-elements-9fe9cc38e923bcbc2b3ce85fb4321e42\">If something went wrong and has caused significant distress or financial issues, please submit a formal complaint instead. To make a complaint online please complete the complaints form available on our website.<\/p>\n\n\n\n<p>You can access it by visiting our complaints page, where you will find the form and further instructions on how to submit your complaint.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-custom-color-a-color has-custom-color-e-background-color has-text-color has-background has-link-color wp-element-button\" href=\"\/feedback-form\">Feedback form<\/a><\/div>\n<\/div>\n\n<\/div>\n\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\t<\/div>\n\n\t<\/div>\n\n<\/div>\n\t<\/div>\n<\/div>\n\n\n\n<div class=\"accordion__wrapper \">\n\t<div class=\"accordion__inner\">\n\t\t<div class=\"accordion__items\">\n\n<h2 class=\"wp-block-heading\">Complaints &amp; Feedback FAQ&#8217;s<\/h2>\n\n\n\n\n\n<div class=\"accordion__item\">\n\t<div class=\"accordion__item-sections\">\n\n\n\n<div class=\"accordion__section accordion__section--item-header\">\n\t<button type=\"button\" role=\"switch\" aria-checked=\"false\" class=\"accordion__item-header\">\n\t\t<div class=\"accordion__item-header-content\">\n\n<h3 class=\"wp-block-heading\">What&#8217;s the complaints process?<\/h3>\n\n<\/div>\n\t<\/button>\n<\/div>\n\n\n\n\n\n\n<div class=\"accordion__section accordion__section--item-body\" hidden>\n\t<div class=\"accordion__item-body\">\n\t\t<div class=\"accordion__item-body-content\">\n\n<p>The complaint&#8217;s process has three steps<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">INVESTIGATION <\/h4>\n\n\n\n<p>We will gather all necessary information related to your complaint and carry out a detailed investigation, during this process we may contact you if we need more details to help us understand and resolve the issue.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>F<\/strong>INAL DECISION<\/h4>\n\n\n\n<p>We aim to send you in written explanation of our final decision within 8 weeks. If it takes longer to resolve the complaint, we will let you know the reason for the delay and keep you informed throughout the process.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">CUSTOMER NOTIFICATION<\/h4>\n\n\n\n<p>We will work hard to resolve your complaint as quickly as possible, always keeping you informed every step of the way.<\/p>\n\n<\/div>\n\t<\/div>\n<\/div>\n\n\n<\/div>\n<\/div>\n\n\n\n\n\n\n<div class=\"accordion__item\">\n\t<div class=\"accordion__item-sections\">\n\n\n\n<div class=\"accordion__section accordion__section--item-header\">\n\t<button type=\"button\" role=\"switch\" aria-checked=\"false\" class=\"accordion__item-header\">\n\t\t<div class=\"accordion__item-header-content\">\n\n<h3 class=\"wp-block-heading\">How long will it take to process my complaint?<\/h3>\n\n<\/div>\n\t<\/button>\n<\/div>\n\n\n\n\n\n\n<div class=\"accordion__section accordion__section--item-body\" hidden>\n\t<div class=\"accordion__item-body\">\n\t\t<div class=\"accordion__item-body-content\">\n\n<p>We\u2019re committed to resolving any concerns as swiftly as we can. While some complaints may take up to 8 weeks to fully address, we\u2019ll keep you informed throughout the process and aim to resolve them much sooner.<\/p>\n\n<\/div>\n\t<\/div>\n<\/div>\n\n\n<\/div>\n<\/div>\n\n\n\n\n\n\n<div class=\"accordion__item\">\n\t<div class=\"accordion__item-sections\">\n\n\n\n<div class=\"accordion__section accordion__section--item-header\">\n\t<button type=\"button\" role=\"switch\" aria-checked=\"false\" class=\"accordion__item-header\">\n\t\t<div class=\"accordion__item-header-content\">\n\n<h3 class=\"wp-block-heading\">What do I do if I am not happy with the resolution?<\/h3>\n\n<\/div>\n\t<\/button>\n<\/div>\n\n\n\n\n\n\n<div class=\"accordion__section accordion__section--item-body\" hidden>\n\t<div class=\"accordion__item-body\">\n\t\t<div class=\"accordion__item-body-content\">\n\n<p>If you&#8217;re not satisfied with our response, you can report your complaint to the GFSC.<br><br><strong>Here are the details for contacting the GFSC:<\/strong><\/p>\n\n\n\n<p><strong>Address<\/strong>: Velantis Trust Financial Services Commission, PO Box 940, Suite 3, Ground Floor, Atlantic Suites, Europort Avenue, Velantis Trust.<br><strong>Phone:<\/strong> Number +1 608 352 9866<br><strong>Email:<\/strong> complaints@fsc.gi<\/p>\n\n<\/div>\n\t<\/div>\n<\/div>\n\n\n<\/div>\n<\/div>\n\n\n<\/div>\n\t<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":9,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-1891","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Complaints &amp; 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