Depository services

Procedure for Handling Inquiries from Individuals and Legal Entities Addressed to Bank GPB (JSC) Depository and Specialized Depository

Bank GPB (JSC) acting as a professional securities market participant – depository and specialized depository (hereinafter, the “Bank”) shall handle inquiries from individuals and legal entities (hereinafter, the “Applicants”) in the manner prescribed by the legislation of the Russian Federation.

The Bank shall accept Applicants’ inquiries related to the depository and specialized depository activities sent (submitted):

• in hard copy by post or courier to the registered address of the Bank¹ /a Bank branch² or in person during a visit to a branch office of the Bank³;

or

• electronically via the Feedback Section on the official website of the Bank (www.gazprombank.ru), or by e-mail to: mailbox@gazprombank.ru.

The Bank shall register the inquiry (complaint) no later than on the business day following the day when it was received. The Bank shall notify the Applicants of the fact of their inquiry registration:

1. in person during the Applicant’s visit to the branch office of the Bank, where the inquiry was submitted;

2. in case of inquiries sent electronically, no later than on the day of registration using the method specified in the inquiry (to the e-mail or postal address), or any of the methods at the Bank’s discretion:

• text message to the telephone number specified in the inquiry/available to the Bank;
• written notification to the e-mail address stored in the depository’s record-keeping system/specified in the inquiry/from which the inquiry originated,
• written notification to the postal address stored in the depository’s record-keeping system/specified in the inquiry/from which the inquiry originated.

The Bank shall refuse to consider the substance of the inquiry in the following cases:

1. The inquiry lacks information on the address for sending a response4.

2. The inquiry lacks information on the last name (company name) of the Applicant.

3. The inquiry contains obscene or abusive language, threats against the property of the Bank or the property, life and (or) health of Bank employees and their family members.

4. The text of the inquiry is illegible.

5. The text of the inquiry does not allow to establish the substance of the inquiry.

The Bank shall have the right to refuse to consider the substance of the inquiry in the following cases:

1. The inquiry lacks information which enables positive identification of the Applicant, if the Applicant is a Bank customer (including, in case of individuals: last name, first name and patronymic (if any), series and number of the identification document/securities account number/the Applicant's registered address; in case of legal entities: full name and location of the legal entity).

2. The inquiry contains a matter, which the Applicant has raised before in previous inquiries and to which substantive responses have been given numerous times, if the Applicant does not provide any new arguments or facts.

3. The text of the inquiry is not in Russian.

The Bank shall inform the Applicant that the inquiry will not be considered in accordance with sub-clauses 4.2 – 4.5 and 5 within 5 (five) business days upon the inquiry registration by the Bank.

A written response on the results of the inquiry consideration shall be sent to the Applicant either in hard copy or electronically within 15 (fifteen) business days upon the inquiry registration by the Bank, unless required otherwise by the legislation of the Russian Federation. The response shall be signed by the Bank’s authorized person.

If it is necessary to request additional documents and materials to ensure unbiased and comprehensive consideration of the inquiry, the Bank shall be entitled to extend the inquiry consideration period, but by no longer than 10 (ten) business days, unless required otherwise by the legislation of the Russian Federation. In this case, the Applicant shall be notified of the extension of the inquiry consideration period using one of the methods specified in clause 8 or with a text message to the telephone number specified in the inquiry/available to the Bank.

The Bank shall send (provide) a written response or a refusal to consider the inquiry:

1. using the method specified in the inquiry: to the e-mail or postal address or at the Service Location⁵ if the inquiry contains an instruction to provide the response at the Service Location;

2. if not specified by the Applicant, using one of the following methods at the Bank’s discretion:

• to the e-mail address stored in the depository’s record-keeping system/specified in the inquiry/from which the inquiry originated,
• if no e-mail address is available, to the postal address stored in the depository’s record-keeping system/specified in the inquiry/from which the inquiry originated. 

If a response contains confidential information, the Bank shall only send it to the addresses stored in the Bank depository’s record-keeping system or deliver by hand at the Service Location.

¹ 16 Nametkina St., bldg 1, Moscow, 117420

² https://www.gazprombank.ru/about/requisite/

³ https://www.gazprombank.ru/offices/

⁴ If such address may not be established by the Bank independently

⁵ The list of Service Locations (Bank offices) is available at https://www.gazprombank.ru/about/disclosure/ in the section “Information about locations where service agreements with the Bank as a professional securities market participant are made, and documents associated with such services are accepted”

Procedure for payment of invoices for depository and ancillary services

An invoice can be delivered to the Depositor by one of the following methods:

• upon visiting the Depository in person;
• by mail;
• by e-mail;
• via the electronic document management system in accordance with signed agreements;
• by a customer manager;
• by other means as stipulated by the agreement. 

Information about the Invoice payment status can be delivered to the Depositor in the form of messages (text messages or voice messages to telephone subscribers, whose numbers are available to Bank GPB (JSC));

The Depository sends Invoices to the address specified in the depositor’s questionnaire. The Depositor shall be liable for timely notification of the Depository about changes in its contact details (postal address, e-mail address, telephone number, etc.) in accordance with the procedure established in Bank GPB (JSC) Depository Services Terms and Conditions (hereinafter, the “Terms and Conditions”)

An invoice may be issued for:

• depository transactions;
• record-keeping of securities in the Depositor’s securities account;
• reimbursement of the Depository’s expenses associated with external record-keeping systems.

The Invoice may be paid by non-cash transfer or in cash in Russian Rubles. Partial payment of the Invoice is not allowed.

Non-cash funds shall be transfered by depositors to the settlement account of the Bank to the payment details specified in the Invoices.

The Invoice may be paid by the Depositor in cash in any branch office of the Bank that provides cash and settlement services. The receipt of cash is carried out in accordance with the current operating hours of the cash desk and the Bank’s internal regulations.

The following Invoice payment terms shall apply (unless otherwise is stipulated in the terms and Conditions or a standalone agreement by the the parties):

• for Depositors - legal entities – not later than 14 (fourteen) days from the day of sending the Invoice for Depository Services;
• for Depositors - individuals – not later than 30 (thirty) days from the day of sending the Invoice for 

Depository Services.

Customers, who have entered in a brokerage services agreement with the Bank, must ensure timely replenishment of their personal (brokerage) accounts for direct debiting the Depository’s fees. If the personal (brokerage) account has no / not enough funds, the Depository issues the Invoice to the Depositor.

If the Invoice is not paid within the terms set by the Terms and Conditions, the Depository shall be entitled to withhold the amount due for the depository services from the amount of funds received from income on securities payable to the Depositor.

In case of disagreement with the issued Invoice parameters, the Depositor shall be entitled to request clarifications via the “Feedback” form on the Bank’s website.

At the Depositor’s request, the Depository may furnish a document confirming the provision of services.