The BTB platform was founded by people for the people – therefore, we take customer service very seriously. We believe that open communication and constructive feedback are essential values for growth, and we are committed to improving the company’s services and products. To this end, a dedicated department will thoroughly review every complaint and give full attention to public inquiries, so we can create effective solutions for various issues and drive positive, necessary change. We promise to listen, respond, and provide the service experience you deserve.

Generally, customer inquiries to the company are handled through the company’s customer service:

Phone: *2916

Chat: available in the corner of every page on the website.

Email: [email protected]

Working hours: Monday–Thursday, 9:00 AM–6:00 PM

If you contacted our customer service and the response was not satisfactory? You can reach the company’s Public Complaints Officer using one of the following methods:

• Online complaint form on the company’s website (at the bottom of the page).
• By mail: Public Complaints Officer, BTB, 8 HaHares St., Tel Aviv.

Response timeframe:

The Public Complaints Officer will respond to the inquiry within 45 business days from the date the complaint is received, provided all required documents from the sender are submitted for review.

Details and documents required from the sender for processing the inquiry:

• Personal details: first name, last name, ID number, mobile phone, email address, mailing address, loan agreement signing date, and loan amount (if applicable).
• Details of the inquiry and any relevant documents related to the issue, if available.

Rules for handling inquiries:

• You can contact the Public Complaints Officer using any of the methods mentioned above.
• It is recommended to provide as much detail as possible and submit all relevant documents to shorten processes and ensure the best possible response.
• The Public Complaints Officer may request additional documents and information needed to review the inquiry, and the sender must respond within 7 days of the request.

* In exceptional cases, the Public Complaints Officer may extend the response period by up to 15 additional business days, counted from the end of the 45-business-day period from the date the inquiry was received.