One of the main objectives of the Central Bank is to ensure protection of the rights of financial service consumers and investors and prevent their violations. For this purpose, the Central Bank investigates appeals from legal entities and individuals regarding violations of the rights of financial service consumers and investors and takes measures against violations of the rights. The Central Bank reviews appeals from those persons on corporate management in banks, non-bank credit organizations, insurance companies, the securities market, joint-stock companies, investment funds and the national operator of postal communication and other supervised entities of the Central Bank.

The Secretary Division registers written appeals received by the Central Bank and forwards to a related structural unit.

The relevant structural unit sends appeals not within the competence of the Central Bank to other related authorities, and a copy to the applicant within 3 (three) working days from the time of receipt of appeals.

If resolution of the issues mentioned in the appeal is within the powers of supervised entities of the Central Bank, the appeal in question is forwarded to them for handling. When appeals are sent to supervised entities of the Central Bank, the applicant is informed accordingly.

When complaints on violation of the legal rights of consumers are received, an investigation starts on those complaints. A request letter is sent to the supervised entity based on the complaint. In case of necessity for obtaining opinions for comprehensive investigation of the issues specified in the appeal, service letters are sent to other structural units of the Central Bank. For the purpose of investigation the Central Bank obtains necessary documents and information from the objects of relevant complaints and organizes meetings with applicants, if necessary. If the duration of the investigation is extended, an interim letter is sent to the citizen stating that the application is under investigation.

The investigation is considered completed if sufficient evidence is collected and those evidences allow for an unequivocal conclusion and it is revealed whether facts in the right holder’s appeal are true or false, justified or unfounded. If the investigation confirms that the supervised entity, the object of complaint, violated the law, measures are taken against the supervised entity that violated the law in accordance with the requirements of the legislation. A response letter sent to the citizen states what the violation is and what measures have been taken to eliminate it.

If the investigation concludes that the object of complaint has not violated the law, no measure is taken against him/her and a substantiated response letter is sent to the applicant.

If the appeal does not contain the name of the object of complaint, a response letter is sent to the applicant asking him/her to apply again specifying the name of the object of complaint.

If it is not possible to identify the facts mentioned in the appeal or what the applicant's demands/proposals are, or if the logical connection between them is not understood, a letter is sent to the applicant to clarify those issues and to apply to the Central Bank again.

Note: The following is not within the authorities of the Central Bank:

Authorities of the Central Bank have been determined with the Constitution of the Republic of Azerbaijan and the Law of the Republic of Azerbaijan on the Central Bank of the Republic of Azerbaijan. According to the legislation in force, the Central Bank is not authorized to supervise leasing organizations and pawnshops.

Apply online in the official website of the Central Bank

Apply officially

Send official letter to 90 Rashid Behbudov, AZ1014, Baku city, Baku city, Republic of Azerbaijan