Quality Management System

Finansbank believes that superior quality service is a key element in the Bank's success and competitiveness. With its Total Quality Management System, Finansbank aims to provide customers with service of a quality that exceeds customer expectations and to continuously improve service quality by drawing the contributions of employees of every level of the organization.

With this mission firmly in its sights, in early 1997 the Quality and Change Management Division was established and immediately began working to create a quality assurance program in line with the principles of ISO 9000. Following two years of hard work, that system was designed and implemented. The quality assurance system was approved by SGS Yardley International Certification Services Limited, an international independent auditor and Finansbank received its ISO 9001 Quality Assurance Certificate on December 10, 1998. In November 2003, following extensive revisions made to the document, the same auditors confirmed the Bank's conformity with the new ISO 9001:2000 Quality Assurance Certificate. As of 2004, Finansbank has begun working with TUV Rheinland for quality assurance auditing.

At Finansbank, our aim is to prevent errors and enhance service quality by ensuring that all business processes are evaluated using the ISO 9000 Quality Assurance System. The result is a common definition of quality, service and excellence shared among all Finansbank branches and units.

To meet the needs and expectations of our customers and to eliminate errors and improve areas where we have shortcomings, Customer Request and Recommendation System has been established. The System aims to prove that we are eager to listen to our customers and attach value to their views and opinions by following up on solving and protecting the recurrence of each and every customer complaint.

At Finansbank, we believe that our employees are the most important element in achieving our desired levels of service quality and that it is impossible to have satisfied customers with a dissatisfied work force. Therefore, employee recommendations are an important element in improving service quality and an integral part of our quality system. The Employee Request and Recommendation System receives employee requests, recommendations and complaints and necessary improvements are implemented in the light of employee feedback.

Finansbank's standards of service quality are periodically evaluated in order to improve business processes and achieve maximal levels of customer satisfaction.

We at Finansbank know that it is a challenge to meet continually rising customer expectations for higher levels of service and quality; however, the system we have in place has the agility and flexibility to cope with the ever-changing requirements of the modern banking environment.