The QNB Invest Customer Satisfaction System, which adopts a customer-focused approach and mindset, aims to handle customer feedback under the categories of Applications/Inquiries, Complaints/Objections, and Requests/Suggestions. The process evaluates the information obtained from customers, improves internal procedures, enhances service quality, and ultimately increases customer satisfaction.
QNB Invest’s senior management welcomes all complaints from its customers and is committed to providing the most appropriate solution as quickly as possible. Each complaint is addressed and resolved in a fair, objective, and impartial manner, efficiently and effectively, with sufficient resources allocated when necessary.
SUBMITTING COMPLAINTS AND SUGGESTIONS
Customers can communicate their complaints and suggestions regarding QNB Invest services through any of the following channels to identify customer needs and expectations and measure satisfaction:
- By calling the QNB Invest Investment Support Line at +90 212 336 73 73
- By sending a letter to: Esentepe Mah. Büyükdere Cad. Kristal Kule Binası No: 215 Kat: 6-7 34394 Şişli / İstanbul
- By fax to +90 212 282 23 56
- Through our Customer Representatives at our branches,
- By sending messages via our corporate social media accounts (Facebook, Twitter, Instagram, LinkedIn)
- Through our Mobile Applications channel,
- Through the Internet Branch channel
- Via the Şikayetvar platform
- By sending an email to our corporate email address: webinfo@qnbinvest.com.tr
If you believe that your complaint has not been fully or partially resolved following our response and information provided, you may submit your case to the Turkish Capital Markets Association (TSPB) Customer Dispute Arbitration Committee within sixty (60) days from the date our response is delivered. Detailed information and application forms are available on the Association’s website at www.tspb.com.tr.
HANDLING AND RESOLVING COMPLAINTS AND SUGGESTIONS
It is essential that complaints from customers include all necessary details to ensure proper action is taken.
After a complaint is submitted, the customer is promptly informed through the fastest available communication channel that the complaint has been received.
All necessary investigations and evaluations regarding complaints are conducted by personnel involved in the complaint management process, and customers are informed of the outcome via phone, email, or letter.
IMPROVING SERVICE QUALITY AND ENSURING CUSTOMER SATISFACTION
All complaints and suggestions received through any channel are recorded to ensure that each stage of the complaint management process can be monitored accurately and that complaints can be classified and analyzed. These records are reviewed by senior management, and projects are developed to enhance customer satisfaction and service quality in areas where complaints are frequent.