Appeals and requests

Consideration of consumer cases

For customer service please contact PRAVEX BANK: 

  • mailing address: 01021, Ukraine, Kyiv, Klovskiy Uzviz, 9/2 
  • e-mail: 
  • the phone at the hotline number: 0 800 500 450 (free of charge in Ukraine from fixed-line and mobile) and 044 521 04 04 (in Ukraine),  Monday-Friday from 9:00 to 19:00, except weekends and holidays. 
  • Requirements for registration of citizens and terms of consideration of the link or in expanded form


We inform that the personal requests of citizens are processed in accordance with the requirements of article 5 of the Law of Ukraine «On the treatment of citizens”, namely: the complaints addressed to state authorities and local self-government, enterprises, institutions, organizations regardless of ownership, about the'Association of citizens or officials, the powers of which include the solution in the appeals issues.

the application should contain surname, name, patronymic, place of residence of the citizen, described the essence of the raised question, comments, suggestions, statements or complaints, requests or demands. A written request must be signed by the applicant (applicants), specifying date. To the electronic address must also be specified electronic mail address at which the applicant may be a response, or for information about other communications’connection with it.

  • the Term of consideration of citizens 'appeals

citizens' appeals are considered within the timeframe defined by article 20 of the Law “On consideration of references of citizens”.

applications are considered and they are given the answers in a period of not more than one month from the date of receipt. Statements that do not require additional study - immediately, but not later than 15 days from the date of their receipt. If within a month to solve broken in appeal the question is not possible, the supervisor of relevant body, enterprise, institution, organization or his Deputy establish necessary term for its consideration, as reported by the person who filed the appeal. The total term solution to the issues raised in the appeal, can not exceed 45 days.

In case of disagreement with results of consideration of the appeal by the Bank the client is entitled to apply to the National Bank of Ukraine and/or court and/or to the Commissioner of the Verkhovna Rada of Ukraine on human rights.

Appeal to the NBU can be left on the page:

  • the Form of the electronic address of the client, which is sent to corporate e-mail or filled in on the Bank's website

Documents for familiarization