code good administr behaviour staff european invest bank relat public articl gener provis relat public staff european invest bank hereinaft call quot bank quot observ principl set document constitut code good administr behaviour hereinaft call quot code quot quot public quot citizen union natur legal person resid regist offic member state state bank carri activ articl personnel code appli code appli member bank staff appli person work bank servic provid stipul contract employ bank base articl field applic code lai gener principl good administr behaviour applic bank staff member relat public govern specif provis rule access document principl set code appli relat bank staff contractor relat profession natur articl legal member staff act accord law appli rule procedur laid commun legisl articl discrimin deal request answer enquiri member staff ensur principl equal treatment observ member public situat treat manner event unequ treatment member staff ensur warrant object characterist matter question member staff avoid form unwarr discrimin articl abus power accord oblig member staff exce power confer perform duti articl fair loyalti member staff act fair reason manner relat public accord oblig member staff circumst act interest bank influenc person consider relat articl legitim expect consist member staff compli bank customari administr rule practic meet legitim reason expect form public basi bank previou conduct articl courtesi member staff act conscienti correct courteou approach manner repli correspond telephon call mail member staff endeavour help answer enquiri enquiri fall area respons staff refer member public relev bank depart offer apolog event error articl request inform compet deal request concern staff provid member public inform request ensur inform furnish clear comprehens event oral request inform complic complex deal member staff approach member public concern formul request write reason confidenti bank secreci member staff unabl divulg inform request give reason inform provid articl repli letter languag citizen member staff ensur citizen write bank languag treati receiv repli languag articl acknowledg receipt receipt letter request address bank acknowledg week deliveri compet depart substant repli period event letter request deliv wrong person bank member staff receiv forward compet depart delai handl acknowledg receipt depart member staff charg matter acknowledg receipt repli provid excess number letter request receiv repetit inappropri natur articl reason repli deadlin member staff ensur repli request complaint address bank provid accept period delai event month receipt account complex issu rais repli provid abovement period member staff respons inform correspond thereof delai event correspond furnish definit repli repli request complaint reason person concern precis inform ground argument base imposs account larg number person concern similar repli commun detail reason underli repli standard repli provid member staff charg matter ensur citizen expressli request individu reason repli subsequ furnish member staff refrain send repli extern parti person concern inform articl record bank depart record request receiv repli furnish articl data protect member staff handl citizen person data observ principl set direct ec european parliament council protect individu regard process person data free movement data accord oblig member staff refrain process person data legitim purpos transmit data unauthoris parti articl complaint member staff act respect public right person consid repli violat right interest person entitl lodg complaint complaint made write month date correspond subject complaint secretari gener bank accord articl ec treati citizen union natur legal person resid regist offic member state entitl lodg complaint european ombudsman articl public access code bank measur ensur code publicis wide union citizen bank provid copi code citizen request code publish offici journal european commun articl entri forc code enter forc public offici journal european commun