How to effectively complain to the bank

Legal regulation of banking in Russia is carried out by the Constitution, the Law "On Banks and Banking "and" On the Central Bank of Russian Federation, "as well as other legal acts.

For violation of the law of financial and credit institutions can be involved in various types of responsibility - from disciplinary to criminal prosecution. For example, in accordance with Article 15.26 of the Administrative Code, if a credit institution violates the norms set by the Central Bank, will receive a warning or penalty.

If the bank and its representatives by their actions or omissions violate substantive rights citizen or any regulated procedure, then that citizen has the right to ask for protection in court. But before you usually need to pass the Complaint production.

Simply put, do not just run to the court. To start, try to make a complaint to the bank. In most cases this is enough to solve the problem. We will show you how and where to complain.

Are complaints competently

Unified form document in this case does not exist. Claims can express freely: if you post details are not right and the left, and instead of the word "complaint" write "statement", it will not be a mistake. However it is better guided by the general requirements for a written statement.

• Hat. In the upper right hand corner you must specify from whom comes (your personal information, including address and telephone number) and to whom the complaint is addressed. If you do not know the name of the officer, just write "Head ".
• header. Write the word "complaint" in large letters in the middle of the line.
• The facts. Set out what rights you think have been violated, what actions or omissions of the bank. Give arguments. Describe when, how much and under what circumstances the incident occurred, or when you revealed the fact of violation. Blame if someone in a particular incident? If yes, please specify the name and the name of the subject.
• apps. Reinforce their anger written evidence. Attach a copy of the complaint to the loan agreement, receipt of payment of a service, the account statement, and so on.
• requirements. Specify what specific solutions you expect of her complaint: "I beg to eliminate the consequences ...", "... give a legal assessment", "punish the guilty ..." and so on.
• Date and signature. Do not forget to specify when the complaint was drawn up, as well as to endorse it.

When making a complaint is not necessary to pour curses and abuse. Superfluous adjectives and details only complicate understanding, thus delaying the proceedings.

Stick to the rule: less emotion - more facts.

In any more or less large credit institution has a department dealing with claims, where, as a rule, try to solve the problem, unable to endure dirty linen in public.

Studies show that customers who complained and to be heard, it is a constant and loyal. Banks value their reputation and know that if from a dissatisfied customer simply brushed aside, he would tell his friends about it, and those his own.

So the first thing to do when a conflict arises, apply directly to the bank itself.

The period of processing of written complaints by credit institutions, as a rule, is seven to ten business days.

During this time, the Bank will conduct an internal investigation, develop solutions to the problem and will offer them to you verbally (by telephone) or in writing.

As practice shows, just react speedily to complaints through online resources and telephone hotlines. They are usually treated on the same day.

If the bank does not meet your complaint, or you are unhappy with the decision, you can write a negative review of the thematic website or forum or contact one of the supervisory authorities.

The Banki.ru and other people's ratings

Again, the banks value the reputation and do not like public hearings.

In many financial organizations have special staff that monitor and respond to reviews for your feedback. If such an employee will see on the Internet the complaint to the bank, which is, it will try to respond as quickly as possible. Your message will give decision-makers either prompt you to the algorithm of actions.

One of the most respected resource in this regard - the information portal "the Banki.ru". He started in 2005 and today is one of the most quoted financial media resources Runet.

The name speaks for itself: on the website you can find the ratings of Russian banks in terms of the level of service and quality of services, the most profitable deposits ratings and ratings of loans with low interest rates themselves.

You can leave your complaint to a particular bank in the section "People's rating"Or in the forum topic"Conflict situations». Customer feedback meet representatives from more than 220 Russian banks.

Poses a problem, as in the case of a written appeal, it is worth a brief, unemotional, and to the point. Posts containing insults or profanity, the moderator will not miss.

In the national ranking of "the Banki.ru" you can complain to the bank employee, erroneous debit, erroneous operation of the ATM and other problems relating to you personally. Resent legitimate, but, in your opinion, unfair actions ( "Outrage: my sister can not pay on the loan, the bank has seized property!") Makes no sense.

Association of Russian Banks and the Financial Ombudsman

Russian Banks Association - a non-governmental non-profit organization founded by in 1991. It is composed of 522 members, including 350 credit organizations. The Association includes all the largest banks in Russia, 19 representative offices of foreign banks, 65 banks with foreign participation in the share capital, as well as the "Big Four" accounting firms.

The Association does not only protect the interests of the credit institutions in the legislative, executive and law enforcement bodies, but also seeks to improve the operation of banks. To do this on the official website of the Association has a section where anyone can make a complaint at any bank.

The complaint will be posted on the website of the Association of Russian banks in the public domain.

Representatives of banks can comment on the complaint.

In 2010 he was adopted, and January 1, 2011 came into force the Federal Law "On alternative dispute resolution process involving a mediator (mediation procedure)." At the same time at the initiative of the Association of Russian banks in 2010 was established by the Financial Ombudsman. It was another step toward building a dialogue between banks and customers.

Financial Ombudsman - a fair, impartial, and at the same time an influential person who can help negotiate with the bank.

He does not punish the banks, and does not say what to do to customers. He acts as an intermediary between the first and second and help reach a compromise. For example, a financial ombudsman can offer win-win for the bank and the client's loan restructuring terms.

Appealed to the public conciliator in the financial market can be here.

Rospotrebnadzor

Banks serve customers, but because in the event of disputes over the protection of their rights can be addressed to the Federal Service for Supervision of Consumer Rights Protection and Human Welfare.

File a complaint with the Federal Service →

What you can complain to the Federal Service:

• Inclusion in the treaty of provisions that infringe the rights of the consumer (Article 16 of the Law "On Protection of Consumer Rights"). For example, the limitation of jurisdiction, the right to unilaterally change the contract.
• Insufficient or inadequate information about the services (Articles 10 and 12 of the Law "On Protection of Consumer Rights").

The Federal Antimonopoly Service

The Federal Antimonopoly Service (FAS) - a body of executive authority responsible for supervising the observance of the legislation in the field of competition and advertising.

A typical subject of the complaint to the FAS: the bank has received a competitive advantage over other credit institutions as well as as the introduced clients to confusion (for example, offered at a reduced percentage of contribution), and then changed the terms agreement.

Unfair competition is punishable by an administrative fine on officials in the amount of 12 000 to 20 000 rubles for legal entities - from 100 000 to 500 000 rubles (Article 14.33 of the Administrative Code offenses).

Also, the FAS can complain about SMS spam that pours from the banks.

In accordance with the Law "On the order of consideration of citizens", the Federal Antimonopoly Service for 30 days to review the complaint, investigate and, if they revealed violations, to make an order to them elimination.

File a complaint with the Federal Antimonopoly Service →

Note that on this page have email - [email protected], to which you can send a request if you want to attach multiple files. For example, screenshots of Internet advertising bank.

Central Bank of Russia

The Bank of Russia - is a body of banking regulation and supervision. It monitors compliance by credit institutions of the Russian banking legislation, regulations and standards set by the Central Bank to them (Article 56 of the Law "On the Bank of Russia").

The central bank can complain, if, for example, the bank imposes on you to unnecessary services, if it is passed in violation of customer information to third parties wrongfully accrued fines or penalty. But most of the Central Bank in writing about the unilateral increase of bank rate on the loan.

Length of citizens' reception on the website of Bank of Russia has a special internet reception.

File a complaint with the Central Bank →

If your appeal relates to the competence of the Bank of Russia, it is sure to be considered together with other written applications.

The central bank responds to all requests, but often the answers are formal. The Bank of Russia supervising, but not punitive structure, and therefore typically refers to something that can not interfere the operational activities of a particular credit institution, and directs the client to assert their rights in court.

Follow these tips if your claim is not satisfied or you are not happy with the decision. Also do not forget about the possibility to apply to law enforcement and prosecution. Especially if we are talking about illegal actions of collection companies.

Write in the comments if you had to complain to the bank. Tell us about how it was, what results you achieved.