+7 (727) 356-96-00
Shinhan Bank Kazakhstan JSC

Procedure of Consideration of Clients' Requests on Issues of Regulation of Troubled Debts

Borrowers may submit written applications to modify loan agreement terms within 30 calendar days from the date of occurrence of delay in payment obligations. The request must reference the reason for income reduction and include supporting documentation.

Permissible contract modifications:

  1. Interest rate reduction under the bank loan agreement
  2. Currency conversion of the principal debt balance from foreign currency to national currency
  3. Deferral of principal and/or interest payment
  4. Change of debt repayment method or repayment order, including priority repayment of principal
  5. Change of the bank loan term
  6. Forgiveness of overdue principal and/or interest, cancellation of penalties, commissions and other payments
  7. Individual disposal by the mortgagor of the mortgaged real estate, per Article 20-1 of the Law of the Republic of Kazakhstan “On Mortgage of Real Estate”
  8. Provision of a settlement in kind instead of performance of the obligation, by transferring the pledged property to the bank
  9. Sale of the mortgaged real estate with transfer of the loan agreement obligation to the purchaser

Bank response timeline: within 15 calendar days, the Bank properly notifies the borrower of acceptance, its own counterproposals, or refusal with motivated reasoning.

Eligible application circumstances:

  • Unemployment registration with employment authorities
  • Change of the borrower's social status (assignment to SUSN, or a cohabiting close relative acquiring SUSN status)
  • Temporary disability of the borrower (more than 3 months) due to illness
  • Borrower's childcare leave
  • Borrower's conscription for mandatory military service
  • Family circumstances related to illness of close relatives or the borrower's spouse, or death
  • Circumstances causing material damage to the borrower (theft, fire, etc.)

Methods of contacting the Bank: written request by mail or email; verbal request by phone or in-person visit.

Contact information:

  • Call Processing Dept.: +7 (727) 356-96-60, mobile 2468
  • Monitoring and Analysis Dept.: +7 (727) 356-96-68, +7 (727) 356-96-64
  • Client Acquisition Dept.: +7 (727) 356-96-44, +7 (727) 356-96-76, +7 (727) 356-96-05
  • Email: infokz@shinhan.com