Article 140 

Without prejudice to the provisions of Law No. 8 of 2008 referred to, a financial institution shall provide its customers with information about it, including its name, address, details of its commercial registration, codes or rules of conduct governing its operation, the financial services it offers, and any other information the Bank deems important for the protection of such customers.

 

---

Article 141 

A customer shall be guaranteed access to financial services of a high quality and to transparent, fair and equal treatment.

---

Article 142 

1.      Financial institutions shall not offer, provide, promote or advertise any financial service that is misleading or incorrect. Any advertisement shall be clear, unambiguous and in plain language that is neither misleading nor deceptive, and shall include the essential data, merits, characteristics and prices of the financial service advertised as well as the terms and conditions relating to accessing such services and educating consumers about the risks of the financial product or service offered.

---

Article 143 

1.      Financial institutions shall allocate a separate form for each contract relating to a financial service or product offered to the public. Such form shall include all data and information on the service offered, in particular the date of contract, duration, type of service and financial nature, characteristics, specifications, prices, terms and conditions of access and conditions for amendment and termination. The contract provisions shall not refer to texts or documents not seen by the customer before signing the contract. The contract form shall be subject to review by the Bank, which shall determine the instructions, data and provisions to be included in the contract form for each type of financial service or product.

---

Article 144 

As the supreme authority on supervision and control of services, business and financial activities in the State, the Bank shall set the rules and regulations necessary to protect customers of financial institutions according to international best practices. In particular, the Bank may: Supervise and control the provision of financial services to the public, develop them and improve their delivery. Lay the foundations and control standards necessary to protect customers from fraud, exploitation and discrimination and to ensure the quality of financial services. Receive and consider customer complaints, take appropriate action, or refer them to the competent authorities. Develop and organize appropriate mechanisms for settling disputes between financial institutions and their customers, including conciliation, mediation and arbitration. Take appropriate action to deal with uncompetitive practices harmful to the interests of customers. Take appropriate action against financial institutions subject to the supervision and control of the Bank to ensure their commitment and compliance with the provisions of this law and its implementing regulations, resolutions and instructions and all relevant legislation in force.