Translartion. Region: Russians Fedetion –
Source: Central Bank of Russia –
In 2024, the Bank of Russia received 338 thousand complaints from consumers of financial services and investors. People complained less about the imposition of additional services and misselling, more about cyber fraud and blocking of accounts and transfers.
Thanks to the Bank of Russia’s behavioral supervision measures, complaints about the imposition of additional services when lending in banks decreased by 45.2% in 2024. This also affected the reduction in the number of complaints in consumer lending.
In the microfinance organizations (MFO) segment, the number of complaints about imposition decreased by 2.1 times. In addition, people complained less often about inaccurate information in their credit history — by 38.7% and fraud — by 19.1%. In general, in 2024, the number of complaints about MFOs decreased by 22.1%.
The number of misselling cases has decreased by more than 2 times. The downward trend began after the Bank of Russia was given the authority to suspend sales in 2023 that violated the rules for informing people.
Complaints about insurers have decreased by 30%, mainly due to the fact that the procedure for challenging the bonus-malus coefficient (KBM) has changed. Previously, a significant share of all complaints about MTPL were template complaints about checking the coefficient. They were issued for a fee by intermediaries, although citizens can independently and free of charge correct the KBM. It can be found in the personal account on the website of the National Insurance Information System and there you can leave a request in case of disagreement with the value of the coefficient. By the end of the year, such template complaints practically ceased to be received by the Bank of Russia.
Due to the fact that criminals are constantly inventing new ways to steal money, complaints about cyber fraud against banks have increased by 1.8 times. To solve this problem, the regulator has ordered that bank cards and access to online banking be blocked for citizens who are engaged in the withdrawal and cashing of stolen funds – droppering. Banks must also suspend for two dayssuspicious transfers. However, this measure had a negative impact on the dynamics of complaints, because the number of requests related to banks blocking transfers and accounts increased by 2.2 times. At the same time, for most requests, banks confirmed that such accounts were used to deceive people.
“The good news this year is that complaints about imposition and misselling continue to decrease, which means that credit and microfinance organizations are becoming more customer-oriented. But, as is usually the case, there is also not so good news – this is, of course, an increase in complaints about fraud. We are taking additional measures to combat it. Starting from March 1, 2025, every citizen will be able to set a ban on concluding consumer credit (loan) agreements with banks and microfinance organizations in their credit history on the State Services portal. From September 1, the service will be available in the MFC. This will allow a person to protect themselves from a situation where fraudsters issue a loan in their name or when a person acts under their influence,” said Mikhail Mamuta, Head of the Service for the Protection of Consumer Rights and Ensuring the Availability of Financial Services of the Bank of Russia.
Preview photo: 9dream studio / Shutterstock / Fotodom
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