​Banking Awareness and Public Protection Department

Our Banking Awareness and Public Protection Department employees in charge to our Baghdad and Erbil branches assess and close requests, suggestions, and complaints which our branches may receive from our customers or individuals or companies who are not our customers subject to supervision and oversight of our branch management and employees in the Compliance Department.

Services offered by our Banking Awareness and Public Protection Department employees are listed below:

- To record and archive applications sent to our Bank by mail, telephone, or email after assigning a customer number or an archive number based on first and last names;

- To reply to applications which may be addressed by using screens and applications used by the Unit without requiring any additional information or assessment;

- To coordinate replies to applications concerning the area of responsibility of other departments by taking account of the nature of segments and products;

- To reply to frequent applications regarding the area of responsibility of other departments based on workflows established by related departments;

- To follow up on replies to applications within the periods and in accordance with rules stipulated in our Bank's regulations and laws;

- Timely identification of products, services, and channels where complaints and/or requests concentrate;

- To investigate underlying reasons for complaints and to make endeavors to improve customer experience and to observation the effects of those efforts;

- To promote products and services offered to our customers and to inform customers in order to enable them to open accounts with our bank and to make use of its products.