Customer engagement and interaction are crucial aspects for the Bank. Transparency in these matters helps not only to strengthen trust on the part of customers but also reduces potential risks associated with the sale and provision of financial products and services.

One of the strategic objectives of the Bank is to expand public outreach by providing quality services through highly qualified personnel and employees. At the same time, an attentive attitude toward customers and their needs builds trust in the Bank as a reliable operator of the housing savings system on the part of customers, which is one of the important assets of the Bank. Damage caused by the incorrect actions or behavior of personnel and employees who provide customer service through communication channels, social networks, the YouTube video hosting platform, as well as in the Bank's branches, can be regarded as causing harm to the Bank, which in turn contributes to the emergence of reputational risks for the Bank.

The Bank has approved Customer Service Standards, which define the procedure for servicing customers by personnel and employees through communication channels, social networks, the YouTube video hosting platform, as well as in the Bank's branches, alongside requirements and recommendations for the organization of customer service, and for personnel and employees regarding behavior, etiquette, appearance, and workplace maintenance.

The Bank constantly works on improving the quality of service and ensuring a high level of customer satisfaction with the quality of service by solving the following tasks:

1)   defining the corporate vision of the Bank's activities regarding customer service;

2)   forming a uniform understanding of customer service principles among personnel and employees who provide customer service through communication channels, social networks, the YouTube video hosting platform, as well as in the Bank's branches;

3)   implementing uniform requirements and recommendations for the quality of customer service through communication channels, social networks, and the YouTube video hosting platform.

The main principles of customer service are:

1)   reliability of the Bank and transparency of service provision;

2)   efficiency, professionalism, and promptness of personnel and employees;

3)   awareness and knowledgeability of personnel and employees;

4)   compliance by personnel and employees with business/internal etiquette;

5)   an individual approach to customers.

The Bank actively works with customer feedback and complaints, adjusts its practices if necessary, and guarantees that all issues are resolved fairly. In order to receive feedback from customers, the Bank uses the following communication channels and technical means:

1)  written appeals received by hand, by mail, to the Bank's e-mail, the Bank's internet resource, as well as to the Blog Platform of the Chairman of the Bank's Management Board;

2) oral appeals, including those received by phone, through a video service, as well as during a customer's direct visit to the Bank.

Also, for the convenience of customers, the Bank has developed and posted a "Scheme for registration and processing of appeals (complaints) received by the Bank, including via the hotline" on its official website (hcsbk.kz) under the "Sustainable Development / Corporate Responsibility" section for appeals on any matters concerning violations of business ethics norms.

Statistics on such appeals in 2025 are provided within the framework of the ESG Databook on the official website of the Bank (hcsbk.kz) under the "Sustainable Development / ESG Reporting" section.

To strengthen interaction with customers, the Bank organized and supported a number of social initiatives in 2025:

-        Otbasy Fest – a family festival in the regions of the country for customer consultations and the promotion of family well-being values;

-        Women's Forum "Umai" – support and development of women, as well as the promotion of the Bank's social programs.

More detailed topics dedicated to the protection of customer data, informing customers by the Bank about the financial products provided and services of the Bank, work carried out by the Bank to expand access to financial services, and others are disclosed in the subsequent sections of this Report.