The customer has the right to file a complaint against the bank with the Dispute Resolution Commission of the National Bank of Georgia (hereinafter referred to as the โCommissionโ), which reviews complaints of payment service users in a collegial manner, only in case of non-satisfaction (including failure to respond) or partial satisfaction of the complaint submitted to the payment service provider within the established period. The customer has the right to file a complaint if the value of the subject of the dispute covered by the complaint does not exceed 50,000 GEL or the equivalent of 50,000 GEL in foreign currency. In addition, the customer has the right to directly apply to court without applying to the Commission. The customer must apply to the Commission no later than 6 months from the date of filing a complaint with the bank. The Commission shall consider the dispute free of charge.
You can learn more about the rules of the Commission's activities (including the rules and procedure for submitting a complaint) in detail in the Resolution #2 of the Board of the National Bank of Georgia of July 26, 2023 ("Rules of the Commission for Disputes with the National Bank of Georgia").