The Bank of Russia recorded a decrease in the number of complaints from consumers of financial services in the first quarter by 13.6% compared to the beginning of 2023. This is stated in the message of the Central Bank.
The number of complaints against insurers decreased by 40.7%, and against microfinance organizations – by 35.1%.
In insurance, the main driver of the decrease (40.1%) was massive template complaints to clarify the bonus-malus ratio (CBM).
In relation to MFIs, the number of complaints about the imposition of additional services, disagreement with the terms of the concluded contract, cyber fraud and complaints related to credit histories decreased most significantly.
At the same time, almost 5% more complaints were received against banks, the main trigger for growth were complaints about the actions of fraudsters (+45.4%). The number of mortgage complaints decreased by 6.5%, and consumer lending by 15.9%.
