Complaint Procedure

This document defines how client complaints are received and resolved.

Last updated: May 14, 2026

1. How to submit a complaint

By email: info@jalbuutaij.com

By phone: +976 7774-4440

In person: Khan-Uul District, 1st khoroo, 19th khoroolol, Ikh Khuraldai Office, 10th floor, Room 1007

Through the Contact section of the website.

Full name, contact phone, email address.

Content of the complaint — what happened, when, where.

Supporting documents if needed (copies of the contract, messages, paperwork, etc.).

Receipt of the complaint is acknowledged within 3 working days.

Simple matters are resolved within 5 working days.

Complex matters are resolved within 30 days; the client is informed if the period is extended.

The resolution is communicated in writing through the channel indicated in the complaint (email or phone).

If the client disagrees with the resolution, they may appeal.

If unsatisfied with the response, the client may contact the Supervision Department of the Bank of Mongolia.

Bank of Mongolia: 1800-1880, complaint@mongolbank.mn

All complaints and resolutions are recorded in a dedicated register and reviewed regularly by internal oversight.