On Feb. 5, RUS CB shared reduction of financial services complaints.
RUS CB received 338k complaints from consumers of financial services and investors.
Key Points
In 2024 citizens complained less about the imposition of additional services and misselling, and more about cyber fraud and blocking of accounts and transfers.
Thanks to RUS CB'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.
Complaints about microfinance organizations decreased by 22.1%, including a 38.7% reduction in credit history inaccuracies, and a 19.1% decline in fraud complaints.
It is also noted by the regulator that cases of misselling decreased by more than 2 times after RUS CB has gained the authority in 2023 to suspend rule-violating sales.
Complaints about insurers fell by 30%, due to changes in the procedure for challenging the bonus-malus coefficient, eliminating a significant portion of template complaints.
Cyber fraud complaints rose by 1.8 times and measures, including blocking cards and suspending suspicious transfers, led to a 2.2-fold rise in blocked accounts complaints.
Effectiveness
From Mar. 1, 2025, citizens can block consumer credit agreements via State Services portal, extending to service centers by Sep. 1, to protect against fraudulent loans.
