Banks will be obliged to respond to customer complaints within 15 days – Rambler / finance



The Bank of Russia took an initiative to legally oblige banks, MFOs and other financial companies to respond to citizens’ requests within 15 days. The corresponding bill will be prepared by the spring of 2021, Izvestia writes.

To date, the procedure and terms for consideration by credit and other organizations of complaints from clients are not detailed in the legislation.

As stated in the Central Bank of the Russian Federation, the main goal of this initiative is to simplify the interaction of consumers with financial institutions and increase the efficiency of consideration of applications.

According to the new rules, banks will have to respond to a client’s letter within 15 days, in exceptional cases, an extension to 30 is possible. The Bank of Russia warns that the answer should be essentially the problem with which the client applied, and not a simple unsubscribe.

This measure will allow fixing violations of the law and applying more stringent measures, the regulator noted.

Bank Zenit is of the opinion that the advantage of this measure will be an improvement in the quality of customer service, and the disadvantage is the time period for a response, since there is a risk of delay in appeals related to transactions involving international payment systems.

As noted by the vice-president of the Association of Banks of Russia, Alexey Voilukov, in cross-border transactions, challenging may take two months. In this case, due to lack of time, the client will receive an incomplete answer, which will provoke dissatisfaction on his part, as well as repeated appeal.

According to Elman Mekhtiyev, chairman of the board of SRO “Mir”, it is nevertheless necessary to focus on customer satisfaction, and not on the quality of the response.

Previously, Rambler reported that amendments to the law “On consumer credit”, introduced to the State Duma at the end of October by the parliament of Kalmykia, were not approved by banks. They oppose disclosing to clients the reasons for refusals on loan applications.

Video of the day. Russians will be able to receive a pension in any EAEU country

” data-translation=”

The Bank of Russia took an initiative to legally oblige banks, MFOs and other financial companies to respond to citizens’ requests within 15 days. The corresponding bill will be prepared by the spring of 2021, Izvestia writes.

To date, the procedure and terms for consideration by credit and other organizations of complaints from clients are not detailed in the legislation.

As stated in the Central Bank of the Russian Federation, the main goal of this initiative is to simplify the interaction of consumers with financial institutions and increase the efficiency of consideration of applications.

According to the new rules, banks will have to respond to a client’s letter within 15 days, in exceptional cases, an extension to 30 is possible. The Bank of Russia warns that the answer should be essentially the problem with which the client applied, and not a simple unsubscribe.

This measure will allow fixing violations of the law and applying more stringent measures, the regulator noted.

Bank Zenit is of the opinion that the advantage of this measure will be an improvement in the quality of customer service, and the disadvantage is the time period for a response, since there is a risk of delay in appeals related to transactions involving international payment systems.

As noted by the vice-president of the Association of Banks of Russia, Alexey Voilukov, in cross-border transactions, challenging may take two months. In this case, due to lack of time, the client will receive an incomplete answer, which will provoke dissatisfaction on his part, as well as repeated appeal.

According to Elman Mekhtiyev, chairman of the board of SRO “Mir”, it is nevertheless necessary to focus on customer satisfaction, and not on the quality of the response.

Previously, Rambler reported that amendments to the law “On consumer credit”, introduced to the State Duma at the end of October by the parliament of Kalmykia, were not approved by banks. They oppose disclosing to clients the reasons for refusals on loan applications.

Video of the day. Russians will be able to receive a pension in any EAEU country

” data-type=”trSpan”>

The Bank of Russia took an initiative to legally oblige banks, MFOs and other financial companies to respond to citizens’ requests within 15 days. The corresponding bill will be prepared by the spring of 2021, Izvestia writes.

To date, the procedure and terms for consideration by credit and other organizations of complaints from clients are not detailed in the legislation.

As stated in the Central Bank of the Russian Federation, the main goal of this initiative is to simplify the interaction of consumers with financial institutions and increase the efficiency of consideration of applications.

According to the new rules, banks will have to respond to a client’s letter within 15 days, in exceptional cases, an extension to 30 is possible. The Bank of Russia warns that the answer should be essentially the problem with which the client applied, and not a simple unsubscribe.

This measure will allow fixing violations of the law and applying more stringent measures, the regulator noted.

Bank Zenit is of the opinion that the advantage of this measure will be an improvement in the quality of customer service, and the disadvantage is the time period for a response, since there is a risk of delay in appeals related to transactions involving international payment systems.

As noted by the vice-president of the Association of Banks of Russia, Alexey Voilukov, in cross-border transactions, challenging may take two months. In this case, due to lack of time, the client will receive an incomplete answer, which will provoke dissatisfaction on his part, as well as repeated appeal.

According to Elman Mekhtiyev, chairman of the board of SRO “Mir”, it is nevertheless necessary to focus on customer satisfaction, and not on the quality of the response.

Previously, Rambler reported that amendments to the law “On consumer credit”, introduced to the State Duma at the end of October by the parliament of Kalmykia, were not approved by banks. They oppose disclosing to clients the reasons for refusals on loan applications.

Video of the day. Russians will be able to receive a pension in any EAEU country




Ссылка на источник