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INFORMATION LETTER

INFORMATION LETTER

27.02.2026

Dear customers,

In order to improve interactions with individuals, JSC ISBANK (hereinafter- the Bank) accepts customer applications for refusal to transfer funds in the transaction amount, if the transaction was made without the customer's voluntary consent. It can be done by sending an official request for a refund in any way convenient for you.
• In person:
— to the Bank's Head Office at Nametkina St, 13 D., Moscow
— to the Bank's Representative Office in St. Petersburg at Mayakovsky St. 3B, Building A, Office 301
— to the Bank's Representative Office in Kazan at Spartakovskaya St. 6, Building 6, Floor 8, Office 810
• By sending a request to the Bank's registered office via Russian Post. (postal address: Russia, 117420, Moscow, Nametkina St., 13D)
• By sending a request to the Bank's email address: info@isbank.com.ru
• Via Bank-Client system, (section "Letters", mailbox "Requests/Complaints").

JSC ISBANK

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Dear customers!

Thank you for using the services of JSC ISBANK!

With every fair comment or positive feedback from a customer, we grow and become better. Share your opinion about the quality of service and products of the Bank.

We are changing for the better and working on your all appeals!

With respect,

ISBANK JSC

WAYS TO SEND APPEALS

• In person:

— in the Bank’s Head Office at the address Moscow, Nametkina Str., 13 D,

— in the Representative Office in St. Petersburg at the address Saint-Petersburg, Mayakovsky street, 3b, lit. A, office 301

in the Representative Office in Kazan at the address Kazan, Spartakovskaya street 6, floor 8, office 810

• By sending to the Bank’s legal address by Russian Post. (postal address – Russia, 117420, Moscow, Nametkina Str., 13 D,)

• By sending an Appeals to the Bank’s e-mail address info@isbank.com.ru

• In the Bank-Client system (section - "Letters", mailbox "Appeals/complaints").

The recommended appeals form can be downloaded HERE

TERMS OF CONSIDERATION OF APPEALS

consideration of The term for consideration of the Appeals and sending a response to them is 15 (fifteen) working days from the date of receipt of the relevant Appeals to the Bank.

If it is necessary to request additional documents and materials in order to objectively and comprehensively review the Appeals, the deadline for reviewing the Appeals may be extended by 10 working days.

THE BANK DOES NOT GIVE A SUBSTANTIVE RESPONSE TO THE APPEALS IN THE FOLLOWING CASES:

— The address to which the response should be sent is not specified in the Appeal;

— The Address does not specify the surname (name) the applicant;

— The Appeal contains obscene or offensive language, threats to the Bank’s property, threats to the life, health and property of Bank employees, as well as members of their families;

— The text of the Appeal is not readable;

— The text of the Appeal does not allow to determine its essence;

— The Appeal contains a question to which the Applicant has repeatedly been given substantive answers in connection with previously sent Appeals, and no new arguments or circumstances are given.
Head office
Moscow

Contact

Moscow, Nametkina Str., 13 D,

117420,

Russia

info@isbank.com.ru

+7 (495) 232-12-34, +7 (495) 961-11-77

+7 (495) 232-28-71

Representative office
in Saint Petersburg

Contact

Russia,

191025,

Saint-Petersburg,

Mayakovsky street, 3b, lit. A, office 301

info@isbank.com.ru

+7 (812) 679-06-18

Representative office
in Kazan

Contact

Russia,

420107,

Kazan,

Spartakovskaya street 6, floor 8, office 810

info@isbank.com.ru

+7 (843) 524-74-87