The process of examining the complaints of an individual, an individual entrepreneur of microenterprise, or a legal entity that is a customer in the organization, as well as the minimum conditions, general rules and principles submitted to the internal legal act describing that process are defined by the RA Law on Financial System Mediator, The minimum conditions and principles to be submitted in accordance with Regulation 8/04 and other internal legal acts approved by the General Assembly of the organization in the manner of "examination of complaints-claims submitted by customers".

An individual, an individual entrepreneur of microenterprise, or a legal entity client has the right to apply to the Financial System Mediator, regardless of whether such a right is provided by the client's contract between the Organization or not. The agreement or condition restricting the client's right to apply to the Financial System Mediator is void. The organization has not entered into an agreement to waive the right to challenge the decisions of the Financial System Mediator.

The organization regularly collects offers, in particular through Clients and staff.
Collection of customer improvement-proposal applications is carried out by:

1. Improvement of bids through the organization's website.
2. Collection of improvement proposals received electronically.
3. Collection of written improvement proposals from clients in the customer service office of the organization's head office.
4. Collection of suggestions for improvement through telephone calls.
5. Through social networks.

Improvement proposals submitted by the client are reviewed by the relevant departments and responsible for the organization and subsequently adjusted according to the schedule established by the executive body.