Mission:

Arnur Credit helps to improve the quality of life of the economically active part of the population of South Kazakhstan by providing microfinance services.

Values:

Excellence in everything we do – we work quickly and efficiently. We constantly strive to become better in all aspects of our business. We create favourable conditions for customer service, offering flexible services, affordable and adapted microfinance products for the further economic development of agriculture and entrepreneurship in the Republic of Kazakhstan.

Caring for employees – we believe in our employees, develop them and trust them. We support the interaction of employees with managers of all levels, exchange of ideas and proposals. The training centre Arnur Credit is engaged in the preparation, retraining and advanced training of employees in all branches of the company. A transparent and objective attitude towards personnel, fair wages, provision of social guarantees and care for personnel are the basis of social responsibility towards employees.

Positioning:

Anybody looking for efficient and tailored financial solutions as a way for growth and realizing his/her dreams, Arnur Credit offers financial products combined with advisory and training support that are tailored with passion to your needs, with simple, fast and affordable conditions to support you in growing your businesses and meeting your purposes and desires. To do so, Arnur Credit offers the following gains:

• Loyalty program with special benefits,
• Affordability as no commission is being charged,
• “Syrlasu” program – networking and training sessions for customers,
• Professional and well-trained staff.

Slogan:

Our microcredit is your success!

Social performance is the effective implementation of the company's social mission. Arnur Credit helps to improve the quality of life of the economically active part of the population of South Kazakhstan by providing microfinance services.

As the company has evolved, we have come to understand that retaining our existing customers and attracting new ones depends on the company's ability to meet their needs and to help them get the most out of our products and services. Analysis of foreign and domestic experience in microfinance shows that social and financial indicators are interrelated and affect each other. Therefore, Arnur Credit employees have been trained and adopted social performance management as a system for assessing social indicators and uses this information to improve their activities. At the end of 2011, MixMarket was provided with a social report on the principles of transparency. Arnur Credit was one of the first companies that timely and accurately provided its information, because of which Arnur Credit was awarded the Gold Certificate from MixMarket. The company provides annual social performance reporting to such creditors as Incofin, DVM, IFC, EBRD.

Socially responsible financing is one of the main areas of corporate social responsibility of Arnur Credit. We are creating our future today, following the principles of fair management, observing ethical norms and rules of doing business, as the basis for relationships with customers, partners, and society. Our microcredit is the success of our client.

Customer Protection Principles

In October 2016, Arnur Credit passed the Smart Campaign Client Protection Certification. Based on the results of social diagnostics, our company complies with 99 Smart Campaign indicators, thereby confirming its commitment to the 7 principles of Client Protection.

The main value is the client | The client is the most important person

MFO Arnur Credit LLP is a socially oriented organization and adheres to reasonable financing in its activities. Employees of Arnur Credit work with clients with the care that they do not borrow more money than the financial needs of the client segment require, and do not purchase financial products that they do not need. Our employees always maintain high ethical standards in dealing with clients and treat clients with respect in debt collection. The company provides a mechanism for resolving their complaints, aimed at improving the quality of service, and ensuring that the confidentiality of customer data is maintained.

Arnur Credit follows 7 client protection principles initiated by Smart Campaign to build strong and lasting relationships with clients:

• Acceptable products and sales channels
• Prevention of over-indebtedness
• Transparency
• Responsible pricing
• Fair and respectful treatment of client
• Confidentiality of customer data
• Grievance redress and resolution mechanism.

Customer Protection Principles

• The procedure for providing microloans for clients is provided in the state and Russian languages to understand the conditions and procedures for obtaining / repaying a loan. The rules for providing microcredits are posted on information boards in all branches of the company.
• Arnur Credit does not use aggressive sales techniques. Employees always offer products that do not harm the client (the loan size meets the basic financial needs of the client segment), advising that they have the right to choose products and the right to refuse them.
• The microcredit department studies the reasons for leaving and satisfying customers with microcredit products and services based on the results of customer surveys on a quarterly basis and reports them to the company's management to take adequate measures to eliminate shortcomings and prevent them in the future in order to retain the customer base.

Over-indebtedness prevention

• Arnur Credit conducts proper assessment of customer repayment capabilities and does not rely solely on guarantees and collateral to approve loans. The analysis is carried out for each micro-loan, considering the weighted restrictions on the client's ability to repay the micro-loan. We offer loans that we believe the client can repay. Loan staff are trained to educate clients on the negative consequences of over-indebtedness.
• The management of the company receives detailed monthly reports on the quality of the portfolio broken down by product type, goals, branches, terms, etc., on a quarterly basis, receives reports on the availability of parallel loans to clients.
• Clients of Arnur Credit, including spouses and guarantors, are checked through the First Credit Bureau since 2012 and the State Credit Bureau since 2016 to receive information on the presence or absence of current loans and the status of microcredit history.

Transparency

• The company conducts seminars aimed at training personnel to work with clients, which clearly explains the procedure for advising clients from the moment they apply until they receive a microcredit.
• Clients are sufficiently informed about interest rates and other possible fees when providing microloans, terms and conditions on which they agree to receive microloans, as well as fines and penalties in case of late repayment of loans and the possibility of changes in lending conditions over time. Product information is accessible and transparent, provided through various tools (promotional materials, information stands, website, and from the loan officers).
• Clients are provided with examples of possible repayment schedules that they can take home with them to make a positive or negative decision on obtaining a micro loan.
• The microcredit agreement is signed in the state and Russian languages and contains the necessary information on the loan.

Responsible pricing

• Arnur Credit’s pricing is competitive in comparison with other organizations. Product prices are set in such a way that loans are available to customers, while ensuring the financial stability of Arnur Credit.
• In case of early repayment of the loan, the client is not charged any penalties. In contracts for the provision of microcredits in accordance with the requirement of the National Bank of the Republic of Kazakhstan, the effective interest rate is specified, which does not exceed the established maximum size of the annual effective reliable comparable interest rate.

Treating customers fairly and respectfully

• The behavior that Arnur Credit employees must demonstrate is clearly described in the Code of Corporate Conduct for Employees, which prohibits the use of offensive language, discrimination, physical force, and others. Arnur Credit's personnel are trained to comply with high ethical standards in dealing with clients.
• Clients are informed about their rights, informed about the feedback system during the loan granting process. A general description of the rights and obligations is provided upon signing the agreement.
• The Arnur Credit security service carries out preventive work to eliminate and prevent fraud. Internal audit checks for any policy violations during client meetings.

Customer privacy

• Informing clients about confidentiality issues and using information (Credit Bureau) about the client is part of the loan granting process.
• Information received from clients is confidential and is not used for other purposes without obtaining consent from the client.
• Protection of the client's personal data is ensured in accordance with the current legislation and the internal rules of the company.

Grievance redress and resolution mechanism

• Arnur Credit has developed a Regulation on the Procedure for Considering Complaints, Claims and Applications of Clients of MFO Arnur Credit LLP, which defines the mechanisms for the timely consideration of complaints and responses to them, as well as mechanisms for resolving problems arising from clients.
• Complaints and suggestions from customers are registered in each Arnur Credit Branch. Full information on the feedback channels for filing complaints is available in the Arnur Credit Branches.
• Employees of the company undergo introductory training on mechanisms for handling customer complaints when hiring them.

Dear clients!

You have the right:

• to get advice from a Loan Officer and ask him questions regarding obtaining a microcredit.
• to repay microloans ahead of schedule without penalties. In case of early repayment of a microcredit, you can receive a repeated microcredit after the expiration of 3 working days.
• in case of dissatisfaction with the quality of the services provided, file a complaint against the employee at the Branches and the Head Office of the MFO.
• if necessary, apply for microcredit restructuring (change of the maturity date and / or extension of the microcredit term in accordance with the internal rules of the MFO, commission for extension of the term in the amount of 0.5% of the extension amount).
• your financial and business data are not disclosed to third parties.

Complaints methods:

• In writing, leaving your appeal addressed to the Manager, at the MFO branch, taking a copy of this appeal with confirmation of its registration.
• In writing, leaving your appeal in the "Box for complaints and suggestions" set in each branch of the MFO.
• Contact the following contacts: 8 (725) 2 611-333; 8 (725) 2 611-555; 8 (778) 746 06 38.
• By e-mail by sending your appeal to the e-mail address: office@arnurcredit.kz.

Consequences of delay in microcredit:

• Deterioration of microcredit history.
• Refusal to further grant a loan.
• Daily accrual of penalties in the amount of 0.3% of the overdue amount.
• Imposition of debt collection on the Guarantor.
• Reimbursement of state duty expenses in the amount of 3% of the debt amount in case of fulfillment of obligations by a court decision.
• Payment for services for judicial execution in the amount of up to 25% of the recovery amount.

When receiving a microcredit, ask the Credit Officer:

• Interest rate of your microcredit.
• Received amount of microcredit and overpayment for it.
• The term of your microcredit.
• The size of the commission and other costs associated with the organization of microcredit.
• Possibility of early repayment of a microcredit.
• Show a preliminary microcredit repayment schedule. The client himself can propose a date for the repayment of the monthly installment. For example, on the 10th of every month.

Also, we ask you to follow simple rules of financial security:

• 1. Repayment of a microcredit must be made only at the cash desks of MFO Arnur Credit LLP (through the bank account, terminal). When paying, demand from the cashier a fiscal receipt and a cash receipt. It is prohibited to transfer (leave) funds to the company's employees.
• 2. Arnur Credit works without intermediaries. Persons who offer to get a loan for a certain fee have nothing to do with the company's activities. Please, if you are faced with persons offering to get a loan for a certain fee or services, please report using the above methods of filing complaints.
• 3. Credit experts of Arnur Credit consult clients free of charge in the company office or at the client's workplace.
• 4. Don't be careless about financial matters. Remember, no one can force you to get a loan, so do not give in to the persuasion of your acquaintances or friends to get a loan for them. Remember, the loan obligations will be borne by the person in whose name the microcredit agreement is drawn up, and you will not be able to prove that the loan was not received by you.
• 5. Nobody has the right to force you to take a loan. You have the right to refuse a loan until you receive money from the MFI's cash desk or until the loan funds are credited to your bank account.
• 6. When receiving a loan, it is necessary to count the funds without leaving the cash register. In Arnur Credit, if necessary, the client can reconcile with the cashier and make sure that the amount received in his hands is complete (the amount of the micro-loan under the agreement, minus the amount of the commission for issuing the micro-loan, previously known to the client). The client should not have any other expenses prior to issuance.
• 7. Arnur Credit's policy prohibits employees from borrowing money or other material goods or services from customers. Therefore, please stop such actions and do not contribute to the creation of such situations. Remember that you cannot transfer any funds to the company's employees, this is a violation of financial discipline.
• 8. Commission for consideration of a microcredit and for cash services will be withheld when issuing a microcredit. You will receive the amount minus the commission.