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THE OMBUDSMAN INSTITUTION OF THE REPUBLIC OF TÜRKİYE

TOTAL NUMBER OF APPLICATIONS 90.209

Number of Applications regarding Banking Transactions for Low Interest 70.440
Consumer Loans

Other Applications 19.769

The Institution forwarded these complaints to BDDK (Banking Regulation and
Supervision Agency).

It has been observed that certain banks have resisted the economic measures in different
ways, and that they have been late in implementing the decisions the government has
taken to grant loans to citizens. It has been seen that banks evaluated loan requests in
accordance with the financial ability of citizens - whether they can pay it back or not -
and they were also insufficient in terms of informing and getting back to citizens.

After examining these complaints, the Ombudsman Institution issued a Recommendation
to the public banks of Türkiye. And positive feedbacks have been received from these
banks.

4.3. CONCLUSION

Spreading quickly in the whole world, the COVID-19 pandemic has been the
second biggest challenge for humanity after the World War II. In fighting against
this pandemic which affected the whole humanity, Türkiye has also taken strict and
comprehensive measures in the field of health, in individual, religious and social life,
and in public order and security services as well as in economic areas. Thanks to these
strong measures, Türkiye has had remarkable success in its fight against the virus.
With the effect of this extraordinary pandemic period, the applications filed to the
Ombudsman Institution have considerably increased. While the number of applications
in 2019 was around 21.000, this number has reached 90.209 in 2020. Despite the
high number of applications, the Ombudsman Institution never stopped working
during the pandemic and resolved these cases within six months. Also, evaluating the
measures taken by Türkiye in the field of health, administration and economy as well
as in other areas, the Institution prepared “Türkiye’s Fight Against COVID-19 Report”.
This Report has been translated into English and shared with relevant national and
international intuitions and organisations.

2020 ANNUAL REPORT 63