Published on: 2026-05-08
Source: Central Bank of Russia – Central Bank of Russia –
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In January – March, the Bank of Russiareceived102.1 thousand complaints from consumers of financial services and investors. This is 8.1% more than in the first 3 months of 2025. The increase occurred mainly due to complaints that were not within the competence of the Bank of Russia. At the same time, complaints within the regulator’s responsibility zone decreased by 0.3%.
Fewer complaints have been received against credit organizations. Complaints about mortgage lending decreased by one third, cyber fraud complaints decreased by 40.9%, and complaints about situations where people, under the pressure of fraudsters, voluntarily transfer money or confidential information to them decreased by 43.3%. This is the result of tightened measures that regulators and banks are taking to combat fraudsters. At the same time, compared to data from the first quarter of 2025, the number of complaints related to refusals to conduct transactions and suspensions of remote banking services increased by 45.2%.However, compared to the fourth quarter of 2025, in January – March 2026 it decreased by 12%.
The number of complaints regarding pension issues has decreased by almost a quarter. For example, citizens complained 41.5% less often about pension life issues, especially with the ISZ. The main reasons are disagreement with the size of the investment income, violation of terms and order of pension payments, and refusal to accrue additional investment income.
Complaints about microfinance organizations increased by more than 47%. They mainly concerned the return of money for additional services and problems related to debt management. In particular, complainants stated that organizations do not provide documents to verify the calculation of interest, debt, or loan repayments. This growth in complaints also provoked the activities of so-called debt collectors.
“We see abuses by a number of unscrupulous companies that promise their clients to write off debts without consequences. In reality, they disappear immediately after receiving payment or prepare template documents that a person could compose themselves for free. After such ‘help,’ the borrower’s situation often only worsens. To protect citizens, together with participants of the financial market and honest legal companies, we are working out issues of standardization and regulation of the activities of debt consultants.””We believe that in this area it is necessary to establish clear and transparent rules for working with people who have overdue debts and who seek consultation regarding bankruptcy,” noted Mikhail Mamut, head of the Service for the Protection of Consumer Rights and Ensuring Access to Financial Services.
In the segment of non-governmental pension funds (NPFs), the number of complaints about citizens’ disagreements with the transfer from the Social Fund of Russia to NPFs, as well as between NPFs, decreased by 44.4%. In addition, complaints regarding the management of mutual and investment funds were reduced by almost 2 times.
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