The Agency of the Republic of Kazakhstan for Regulation and Development of the Financial Market has launched a pilot digital platform, FinOtinish, for submitting and handling complaints from financial services consumers.
The platform provides consumers with a single digital channel to submit appeals to financial institutions and track their status and review deadlines. Once received, an inquiry is automatically routed to the relevant financial institution, and if the issue remains unresolved, it can be escalated to the banking ombudsman.
In its first phase, FinOtinish is rolling out with four participating banks. The platform aims to improve how financial institutions interact with consumers while advancing fair conduct and responsible lending standards.