During January-September we received 323.2 thousand complaints from consumers of financial services and investors. Excluding repeated requests and issues that are not under the authority of the Bank of Russia, the growth was 8% compared to the corresponding period last year. Banks Bank customers are less likely to complain about online fraudsters - by 34.1%. There were 44.8% fewer cases where they managed to trick people into transferring money or providing data. Most of the complaints stem from the banks' refusal to carry out transactions and restrictions on the use of accounts. At the same time, after the introduction of a proactive model of informing citizens, there were significantly fewer unreasonable restrictions on the part of the banks. There is a noticeable increase in the number of complaints related to refunds for connecting additional services, and half of them are directed to one bank, which is already working to restore borrowers' rights. The total number of complaints against credit institutions increased slightly - by 1.3%. Microfinance organizations, the complaints against them increased the most - by 57.3%. First, this is due to the activities of "debtors" - unscrupulous debt counselors who offer assistance in paying debts to microfinance organizations, but in the end only increase the total debt of the borrower. The insurance market The number of complaints about investment life insurance has halved, which is explained by the cancellation of unqualified investors starting January 1, 2026. At the same time, dissatisfaction with mandatory car insurance increased by 2.1%. People more often reported delays in insurance compensation and repair arrangements, as well as difficulties in concluding a contract electronically. There was also a decrease in the number of complaints about: brokerage services - by 35.2% management of trust investment funds - by 17.6%. On the contrary, the NPF received more complaints - by 3.2%. Long-term savings agreements began to cause complaints more often.

During January-September we received 323.2 thousand complaints from consumers of financial services and investors. Excluding repeated requests and issues that are not under the authority of the Bank of Russia, the growth was 8% compared to the corresponding period last year. Banks Bank customers are less likely to complain about online fraudsters - by 34.1%. There were 44.8% fewer cases where they managed to trick people into transferring money or providing data. Most of the complaints stem from the banks' refusal to carry out transactions and restrictions on the use of accounts. At the same time, after the introduction of a proactive model of informing citizens, there were significantly fewer unreasonable restrictions on the part of the banks. There is a noticeable increase in the number of complaints related to refunds for connecting additional services, and half of them are directed to one bank, which is already working to restore borrowers' rights. The total number of complaints against credit institutions increased slightly - by 1.3%. Microfinance organizations, the complaints against them increased the most - by 57.3%. First, this is due to the activities of "debtors" - unscrupulous debt counselors who offer assistance in paying debts to microfinance organizations, but in the end only increase the total debt of the borrower. The insurance market The number of complaints about investment life insurance has halved, which is explained by the cancellation of unqualified investors starting January 1, 2026. At the same time, dissatisfaction with mandatory car insurance increased by 2.1%. People more often reported delays in insurance compensation and repair arrangements, as well as difficulties in concluding a contract electronically. There was also a decrease in the number of complaints about: brokerage services - by 35.2% management of trust investment funds - by 17.6%. On the contrary, the NPF received more complaints - by 3.2%. Long-term savings agreements began to cause complaints more often.