The Agency for Regulation and Development of the Financial Market of the Republic of Kazakhstan has launched FinOtinish in pilot mode as a single digital channel for financial consumers to submit appeals to participating banks and track their status and review deadlines. Submissions are routed automatically to the relevant institution and may be transferred to the bank ombudsman within its jurisdiction if the issue remains unresolved. The pilot covers Freedom Bank Kazakhstan, Bank CenterCredit, Otbasy Bank and Alatau City Bank. Use is voluntary and free, while consumers retain access to the agency through e-Otinish, the bank ombudsman and the courts. The agency will use anonymized data generated by the platform for conduct supervision, supporting its shift toward earlier identification and prevention of systemic problems in products and customer interactions. Following the pilot, the agency plans to connect other banks in stages and expand consumer access to the platform.
Agency for Regulation and Development of the Financial Market of the Republic of Kazakhstan launches FinOtinish consumer appeals pilot with four banks
Kazakhstan’s financial regulator has launched a FinOtinish pilot that lets consumers submit and track appeals involving four participating banks, with unresolved cases potentially transferred to the bank ombudsman. The free, voluntary platform will also provide anonymized data for conduct supervision and is planned to expand to other banks after the pilot.