Banks should be more active in helping customers who have difficulty servicing their loans. This will help borrowers with financial difficulties to overcome them together with the bank and not turn to unscrupulous intermediaries - the so-called debtors. Such brokers may promise to completely write off debts or keep all property in bankruptcy, creating inflated expectations among clients. As a general rule, no real action follows promises. Moreover, debtors sometimes give recommendations that only make the borrower's situation worse - for example, they suggest ignoring the loan payments. We recommend to banks: Offer borrowers possible scenarios for solving the problem. For example, reduce accrued fines, postpone payment of principal, interest or part of them. At the same time, don't wait until the customer is late. Borrowers who still pay on time, but whose financial situation is unstable, or who, according to the bank, are planning to turn to debtors, may also need help. Create a separate communication channel for consultations - for example, a contact phone number or email address. This way, the borrower will be able to discuss directly with the bank employees how to solve the problem, taking into account his life situation.

Banks should be more active in helping customers who have difficulty servicing their loans. This will help borrowers with financial difficulties to overcome them together with the bank and not turn to unscrupulous intermediaries - the so-called debtors. Such brokers may promise to completely write off debts or keep all property in bankruptcy, creating inflated expectations among clients. As a general rule, no real action follows promises. Moreover, debtors sometimes give recommendations that only make the borrower's situation worse - for example, they suggest ignoring the loan payments. We recommend to banks: Offer borrowers possible scenarios for solving the problem. For example, reduce accrued fines, postpone payment of principal, interest or part of them. At the same time, don't wait until the customer is late. Borrowers who still pay on time, but whose financial situation is unstable, or who, according to the bank, are planning to turn to debtors, may also need help. Create a separate communication channel for consultations - for example, a contact phone number or email address. This way, the borrower will be able to discuss directly with the bank employees how to solve the problem, taking into account his life situation.