Translation. Region: Russian Federation –
Source: Central Bank of Russia
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For three quarters complaints to the Bank of Russia The number of complaints from financial services consumers increased by 15.8% compared to the same period last year1. A total of 280 thousand complaints were received.
At the same time, the growth rate is slowing: if the number of complaints in the first quarter of 2025 exceeded the same figure last year by 23.1%, then in the third quarter it was only 11%.
Complaints against insurers have more than halved. The biggest decline is in complaints about compulsory motor third-party liability insurance (CMTPLI), particularly regarding the incorrect application of the bonus-malus coefficient (KBM) (a decrease of almost 70%). This decline is due to the fact that, since November of last year, citizens have been able to quickly and easily verify or dispute their KBM values if they disagree with them through the National Insurance Information System website.
Complaints against banks increased by 21%. Claims remain most often related to measures taken by banks to combat fraudsters and droppers, such as refusing to process transactions and freezing accounts.
Citizens complained about problems with car loans, primarily about unscrupulous banking practices, almost a quarter less frequently. This is partly due to banks signing the memorandum "On the Principles of Fair Car Lending" and refusing to cooperate with dishonest car dealers.
The number of complaints against microfinance organizations has increased by more than 10%. Consumers report problems with refunds for additional services and obtaining payment holidays. However, complaints about pushy additional services, fraud, and inaccurate credit history information have decreased.
Complaints against professional securities market participants decreased by 20.7%. Complaints related to sanctions restrictions primarily continued to decline (a nearly threefold decrease).
In the segment of appeals that concerned non-state pension funds (NPFs), complaints regarding disagreement with the transition from the Social Fund of Russia to NPFs and between NPFs decreased by more than 2 times.
From January to September 2025, the Bank of Russia received 204,300 complaints (an increase of 11.4% compared to the same period in 2024). A single complaint (letter) may concern multiple issues and/or organizations, in which case it is counted as multiple complaints rather than a single one. From January to September 2025, there were an average of 1.4 complaints per complaint, compared to 1.3 complaints the previous year.
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Please note: This information is raw content obtained directly from the source. It represents an accurate account of the source's assertions and does not necessarily reflect the position of MIL-OSI or its clients.