You bought insurance, took out a loan or invested in securities, but you are upset with the result. The payments on the loan turned out to be higher than promised, the insurance is not paid, instead of the deposit, you were imposed on another product ... Where to complain?
If you believe that a bank, non-state pension fund, microfinance organization (MFO), insurer, brokerage or management company violated your rights, contact the Bank. The regulator controls all financial institutions, as well as joint stock companies.
Monetary disputes with most financial institutions can be resolved with the help of the financial ombudsman. How it works, read in the text "Financial Ombudsman: Why You Need One and When to Contact Him".
The Bank has a Service for the Protection of Consumer Rights and Ensuring the Availability of Financial Services. A complaint can be sent through the Internet reception, as well as by mail or in person - through the public reception of the Bank. Addresses and phone numbers can be found on the Bank website.
A complaint is a formal written appeal. It gives you the chance to resolve the situation without bringing the matter to court. In this case, you can simultaneously contact both the financial company itself and the Bank.
The regulator understands difficult situations, if necessary, issues orders to organizations to eliminate violations. If companies do not respond within the prescribed time limit, the Service draws up and submits to the court protocols on administrative offenses.
Who can you complain about?
You can complain to the Bank about the following financial institutions:
The regulator will come to your defense if a financial institution is licensed or registered by the Bank. Lists of companies with valid licenses and state registers are published on the official website of the regulator. If you have been affected by the actions of other organizations, contact the law enforcement agencies.
You can also complain to the Bank:
How to write a complaint?
Write in free form and in as much detail as possible. The more details you provide, the faster the Bank can help you.
1. Formulate the purpose of your appeal. What result do you want to achieve?
2. Try to state the essence of the problem as clearly and consistently as possible, keeping the chronology of events: include all significant dates, events and names of employees of the organization with whom you interacted.
3. Completely indicate the details of the financial institution. Full name, SNN, TIN, legal address, license number - all this is written in your agreement with the organization.
4. Indicate all the data and details that may relate to the content of the complaint:
7. If you plan to file a complaint on paper, rather than electronically, it must be certified with a personal signature.
How long to wait for a response?
The standard term for considering an appeal is 30 days from the date of its registration. Sometimes, if you need to request documents from a financial institution, the term can increase to 60 days.
Some typical questions are answered promptly, within hours or even minutes. They will explain to you how to protect your rights, give you the necessary contacts, and if the information you sent is not enough, they will ask for it additionally.
Will they always help me?
You will receive the answer anyway. If it is confirmed that a financial institution or a joint stock company violated your rights, the Bank will make every effort to help you. The company may be ordered, fined or other measures taken. You will receive a report on what has been done and recommendations on what to do next.
It happens that the organization acted strictly according to the rules, but you were not privy to all the nuances of a financial service or product. In this case, they will explain everything to you in detail and clearly and give you advice.
Even if you doubt that you are right, write an appeal anyway! This will help other people as well. Complaints help the Bank identify problem areas in the relations of financial companies with clients and improve regulation of the financial market.
If you believe that a bank, non-state pension fund, microfinance organization (MFO), insurer, brokerage or management company violated your rights, contact the Bank. The regulator controls all financial institutions, as well as joint stock companies.
Monetary disputes with most financial institutions can be resolved with the help of the financial ombudsman. How it works, read in the text "Financial Ombudsman: Why You Need One and When to Contact Him".
The Bank has a Service for the Protection of Consumer Rights and Ensuring the Availability of Financial Services. A complaint can be sent through the Internet reception, as well as by mail or in person - through the public reception of the Bank. Addresses and phone numbers can be found on the Bank website.
A complaint is a formal written appeal. It gives you the chance to resolve the situation without bringing the matter to court. In this case, you can simultaneously contact both the financial company itself and the Bank.
The regulator understands difficult situations, if necessary, issues orders to organizations to eliminate violations. If companies do not respond within the prescribed time limit, the Service draws up and submits to the court protocols on administrative offenses.
Who can you complain about?
You can complain to the Bank about the following financial institutions:
- banks;
- credit bureaus;
- insurance companies, insurance agents and other participants in the insurance market;
- MFOs, credit consumer cooperatives (CCC), housing savings cooperatives (HSC), agricultural credit consumer cooperatives (CCC), pawnshops;
- non-state pension funds (NPF), joint-stock investment funds, as well as management companies of an investment fund, a mutual investment fund (MIF) and a non-state pension fund;
- brokers, dealers, forex dealers, exchanges, registrars, securities trustees, depositories.
The regulator will come to your defense if a financial institution is licensed or registered by the Bank. Lists of companies with valid licenses and state registers are published on the official website of the regulator. If you have been affected by the actions of other organizations, contact the law enforcement agencies.
You can also complain to the Bank:
- to joint stock companies if they violate your rights as a shareholder;
- to limited liability companies if they evade calling a general meeting, hold it in violation of the law, or otherwise infringe on your interests.
How to write a complaint?
Write in free form and in as much detail as possible. The more details you provide, the faster the Bank can help you.
1. Formulate the purpose of your appeal. What result do you want to achieve?
2. Try to state the essence of the problem as clearly and consistently as possible, keeping the chronology of events: include all significant dates, events and names of employees of the organization with whom you interacted.
3. Completely indicate the details of the financial institution. Full name, SNN, TIN, legal address, license number - all this is written in your agreement with the organization.
4. Indicate all the data and details that may relate to the content of the complaint:
- number of the contract and the date of its conclusion;
- the number of the insurance policy and the details of the driver's license - in the complaint on auto insurance issues;
- SNILS number - in a complaint about the activities of the pension fund;
- an extract from the Unified State Register of Legal Entities - in a complaint about the activities of limited liability companies.
- Copies of correspondence with the organization you are complaining about or its representatives, including email correspondence;
- copies of any documents and materials confirming the validity of the complaint and the information contained in it, including copies of pages of sites on the Internet.
7. If you plan to file a complaint on paper, rather than electronically, it must be certified with a personal signature.
How long to wait for a response?
The standard term for considering an appeal is 30 days from the date of its registration. Sometimes, if you need to request documents from a financial institution, the term can increase to 60 days.
Some typical questions are answered promptly, within hours or even minutes. They will explain to you how to protect your rights, give you the necessary contacts, and if the information you sent is not enough, they will ask for it additionally.
Will they always help me?
You will receive the answer anyway. If it is confirmed that a financial institution or a joint stock company violated your rights, the Bank will make every effort to help you. The company may be ordered, fined or other measures taken. You will receive a report on what has been done and recommendations on what to do next.
It happens that the organization acted strictly according to the rules, but you were not privy to all the nuances of a financial service or product. In this case, they will explain everything to you in detail and clearly and give you advice.
Even if you doubt that you are right, write an appeal anyway! This will help other people as well. Complaints help the Bank identify problem areas in the relations of financial companies with clients and improve regulation of the financial market.
