PrivatBank will introduce systemic changes in its work with military personnel and veterans, as well as people with disabilities, following an unacceptable situation that occurred with a veteran in Kyiv.

Today, NBU Governor Andriy Pyshnyi and the bank's Retail Business Board Member Dmytro Musiienko personally visited the veteran in the hospital. PrivatBank apologized and handed over bank cards to the veteran.

The bank committed to fully cover the expenses related to the veteran's treatment and prosthetics, and to provide the necessary support.

We have already begun reviewing and changing service procedures and are creating a separate hotline for the prompt processing of appeals and complaints from veterans, servicewomen, military personnel, and people with disabilities, which will be formed, in particular, with the involvement of expertise from the "Angels" Patronage Service of the 3rd Army Corps. Bank employees will also undergo additional training so that similar situations do not recur.

The bank will also involve veteran communities, servicemen, representatives of the NBU, the Ministry of Veterans Affairs, charitable foundations, and public organizations to develop practical solutions that will prevent similar incidents in the future.

Furthermore, work has begun on a joint project with the Ministry of Veterans Affairs, so that support services at hospitals provide assistance with resolving, among other things, financial issues.

PrivatBank offers sincere apologies for the situation that has occurred. It is unacceptable and contradicts the basic principles of responsibility, humanity, and respect, which must be unconditional in the attitude towards military personnel and veterans—regardless of formal norms or procedures.