Published on: 2026-05-09
Source: Central Bank of Russia – Central Bank of Russia –
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In January – March, the Bank of Russiareceived102.1 thousand complaints from financial services consumers and investors. This is 8.1% more than in the first 3 months of 2025. The increase mainly occurred 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 were received against credit organizations. The number of complaints about mortgage lending decreased by one third, cyber fraud complaints decreased by 40.9%, and complaints about situations where people under pressure from fraudsters voluntarily transfer money or confidential information decreased by 43.3%. This is the result of tougher measures adopted by the regulator and banks to combat fraudsters. At the same time, compared to the data for the first quarter of 2025, the number of complaints related to refusal to conduct operations and suspension of remote banking services increased by 45.2%.However, compared to the fourth quarter of 2025, in January – March 2026, 12% less was received.
The number of complaints regarding pension issues has decreased by almost a quarter. For example, 41.5% fewer citizens complained about pension provision, primarily related to ISZ. The main reasons are disagreement with the amount of the investment income, violation of the terms and procedure of pension payments, and refusal to accrue additional investment income.
Complaints about microfinance organizations have increased by more than 47%. They mainly concerned the return of money for additional services and problems related to debt management. In particular, complainants reported that organizations do not provide documents for verifying the calculation of interest, debt, or repayment of loans. The growth of such complaints also triggered 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 fact, they disappear immediately after receiving payment or prepare template documents that a person could compose on their own and for free. After such “assistance,” the situation of borrowers often only worsens. To protect citizens, together with participants in the financial market and honest legal companies, we are working through issues of standardization and regulation of the activities of debt consultants.””We believe that it is necessary to establish clear and transparent rules in this area for working with people who have overdue debt and who seek consultation regarding bankruptcy,” noted Mikhail Mamut, head of the Service for the Protection of Consumer Rights and Ensuring Accessibility of Financial Services.
In the segment of non-state pension funds (NPFs), the number of complaints about disagreements of citizens with the transfer from the Social Fund of Russia to the NPF has decreased by 44.4%, as well as between NPFs. In addition, complaints on issues of managing unit investment funds have almost halved.
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