In the first nine months of 2021, Russians filed about 107,200 complaints against banks – 28.2% less than in the same period in 2020, according to the materials of the Central Bank.
The regulator explained such a decrease by the fact that last year, citizens often turned to the regulator on loan restructuring issues due to the coronavirus pandemic. Now the largest share of complaints against banks – 32.4% – is related to consumer lending issues. 25.4% of them were related to the provisions of the law “On the protection of the rights and legitimate interests of individuals in the implementation of activities for the return of overdue debts and on amendments to the Federal Law” On microfinance activities and microfinance organizations “, and 25.2% related to problems with debt repayment.
In the general structure of complaints, the share of dissatisfied banks is now 57.6% after 70.2% a year ago. At the same time, by 4.1 and 5 percentage points – up to 15 and 14.5%, respectively – the number of applications related to the activities of insurance entities, as well as microfinance organizations (MFOs) and credit consumer cooperatives (CCPs) increased.
Thus, over nine months, the regulator received 25,000 complaints against MFOs. This is 37.3% more than in the same period in 2020.
“One of the reasons for the surge in complaints against MFIs was the activity of an informal group of interconnected organizations that violate consumer rights. In 2021, the Bank of Russia excluded six MFOs from this group from the register. In the structure of complaints against MFOs, the share of imposing additional paid services is also growing, ”the Central Bank explained.
Russians have complained about insurers 28,000 times – 20.4% more than in 2020. Such dynamics is due to the effect of a low base, which developed against the background of restrictions due to COVID-19 in April-June last year, the regulator noted. In addition, the decline in the availability of OSAGO in a number of regions affected the dynamics of applications, the Central Bank added.
The regulator also received 2,400 misseling complaints. The annual growth in this area was 14.8%. The main reason for the dissatisfaction of citizens remains incorrect sales of investment life insurance, the Central Bank explained. At the same time, the number of complaints about misseling of brokers’ products and services continues to grow.
In general, in the first nine months of 2021, Russians complained about financial market participants 186,200 times. Compared to the same period last year, their number decreased by 12.5%.
.