Our commitment to our clients
Our goal is to provide you with the best possible service. We aim to achieve this by:
- Treating customers fairly, impartially, courteously and with respect. This applies to all modes of communication.
- Ensuring that the rights to equal treatment are respected in the provision of our services.
- Meeting any special needs our customers may have.
- Respecting the privacy of any personal information you provide to us and using it only in accordance with the law.
- Provision of services in Russian and English (written form).
- Monitoring and open access to the results of our activities.
What to expect when you contact us
- We strive to provide clear, accurate, accessible, and up-to-date information.
- We provide this information through our employees, our publications, and our website. We ensure that important public materials are available in a variety of accessible formats.
- We maintain our website as an accessible, comprehensive source of information on all aspects of our work.
When you contact us by letter or email
We reply to all correspondence within 3 business days.
- If this is not possible, we explaining the reason for the delay and let you know when you can expect a full response.
- We keep you updated on the progress of the work.
- All correspondence is conducted in a clear and understandable language.
When you contact us by phone
- We are helpful, professional and polite. We ask you to give our employees the same consideration.
- We answer your calls from 9 am to 6 pm (Moscow time), Monday through Friday, excluding public holidays.
- Calls are answered as quickly as possible and transferred to a member of staff who can assist you.
- We try to answer your request in full. If this is not possible, we respond as soon as possible and keep you updated.
To improve our services, we ask you to:
- provide complete and accurate information if you have any information and / or expectations from our company that can help us with your request,
- treat our employees with respect.
We value your opinion
In order for us to better meet your expectations, we would like to have your feedback. Let us know how we have done if we can do better, and how you think we could do it.
How to contact us
Moscow +7 495 136-58-68
St. Petersburg +7 812 670-90-01.
Our opening hours are from 9 am to 6 pm Monday to Friday (Moscow time).
Write to us using the contact form on any page of the site or visit our offices in Moscow and St. Petersburg.