Netcapital Financial Group is a customer-centric organization, operating in full compliance with the International Digital Customer Experience Standard IDCXS 2022:02 and ISO 9001:2015 Quality Management Standard.
We deliver both branch-based and digital financial services in a way that is convenient, fast, accessible, and customer-friendly.
Our goal is to ensure a high level of customer satisfaction by following these five core principles:
1. Transparency
We communicate openly with customers by sharing all essential information about the company, its policies, procedures, and products across every available channel.
2. Accessibility
We treat everyone fairly and equally, providing products and services that match customers’ needs in a simple, clear, and easy-to-understand manner.
3. Friendly Service
Our employees are happy, motivated, and committed to delivering service that is polite, professional, and customer-oriented.
4. Data Privacy
We strictly protect the confidentiality of all personal and financial information in accordance with Mongolian laws, the Group’s internal regulations, contractual obligations, and the ISO/IEC 27001:2013 Information Security Management Standard.
5. Responsible Service
We receive, register, and resolve all customer feedback and complaints quickly, accurately, and fairly through every available channel.
Complaint Handling Process
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Receiving complaints:
Customers can contact us through the Call Center (7500-6666), branches, social media, or email. -
Registration:
All complaints are recorded in the HubSpot system for tracking and accountability. -
Resolution:
The relevant department or unit reviews and resolves the issue promptly and accurately, following the defined standards. -
Response:
Feedback is provided to the customer through the most appropriate communication channel.
Customer Service Commitment
All employees of Netcapital Financial Group adhere to the Customer Experience Policy, treating every client equally and respectfully.
They act professionally and courteously, guiding each customer efficiently to resolve their needs without unnecessary delays — ensuring quick, accurate, and high-quality service in every interaction.
Customer Service Standard
All employees of Netcapital Financial Group act in accordance with the organization’s Customer Experience Policy, ensuring equality, professionalism, and respect in every interaction. We are committed to guiding customers efficiently and addressing their needs and requests promptly, without inconvenience or delay
Our Commitment to Customers
To enhance customer satisfaction and build long-term, trust-based relationships, the organization makes the following commitments, which every employee upholds in daily operations:
- Fairness, Transparency, and Responsibility
We promise to serve every customer fairly, operate transparently, and honor our commitments. We take full responsibility in resolving any issues with integrity and accountability.
- Quality and Reliability
We promise to deliver high-quality and reliable services that meet customer needs and expectations. We continuously improve our operations to ensure effective and consistent service delivery.
- Listening and Respecting Customer Voices
We promise to listen carefully to customer feedback and complaints, respond promptly and fairly, and value customer input as an essential part of improving our services and operations.
Customer Rights
1. Right to Fair and Transparent Service
Customers have the right to receive fair, transparent, and non-discriminatory access to all products and services provided by the organization. They are also entitled to accurate, clear, and complete information regarding any service or product offered.
2. Right to Provide Feedback and File Complaints
Customers have the right to express their opinions, suggestions, or complaints through official communication channels and to receive a timely and appropriate response within the standard resolution period.
3. Right to Data Privacy and Protection
Customers have the right to have their personal data protected. Their information must not be disclosed or shared with any third party without consent, and confidentiality must be maintained in accordance with applicable laws and internal policies.