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Financial institutions will be required to respond to citizen complaints




MOSCOW, January 14 – PRIME. Banks, microfinance and other organizations in the financial industry in Russia will be required to respond to letters and complaints from customers within 15 days, writes Izvestia. The expert does not expect a serious decrease in interest rates on deposits in Russia The Central Bank told the publication that the corresponding bill will be prepared by the spring of 2021. This is necessary in order to eliminate the legislative gap, the press service of the regulator explained. Currently, the procedure and terms for consideration of consumer complaints by credit and other organizations are not clearly spelled out in the legislation. Thus, 59-FZ, which regulates the procedure for considering applications from Russian citizens, does not provide for the obligation to respond to letters from individuals and applies only to state bodies. In the law on consumer protection there are no clauses that relate to the activities of financial organizations. The Law on Banks and Banking Activities also does not establish the procedure and terms for considering applications from citizens. The proposed approach, as noted, will enable citizens to directly interact with financial market players and promptly solve their problems. According to the new rules, organizations will be required to respond to the consumer’s letter within 15 days, in exceptional cases, it is possible to extend the period up to 30 days. As the Bank of Russia warns, the answer should be essentially the problem with which the client applied, and not a simple unsubscribe. According to the Central Bank’s estimates, over half of citizens’ complaints coming to its specialists can be settled by banks and other financial organizations on their own. The regulator will take over control of the quality of interaction within the framework of proactive checks and repeated complaints from citizens. See also: A lawyer taught how not to remain in debt to the bank after the loan is paid

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