The Central Bank of Russia published first quarter 2026 complaints data showing it received 102,100 complaints from financial consumers and investors, up 8.1% year on year. The increase was driven mainly by complaints outside the regulator’s competence, while complaints within its remit edged down by 0.3%. Complaints against credit institutions and insurers fell, but complaints against microfinance organisations rose by more than 47%. Among banks, complaints about mortgage lending, cyberfraud, and authorised fraud fell by about 30%, 40.9%, and 43.3%, respectively, which the Bank linked to antifraud measures by the regulator and banks. At the same time, complaints about refusals to conduct transactions or the suspension of remote banking services increased by 45.2% from the first quarter of 2025, although they were 12% lower than in the fourth quarter of 2025. Insurance complaints declined by almost one-fourth, with life insurance complaints, mainly on investment life insurance, down 41.5%. These cases mainly involved disputes over investment income, missed deadlines or breaches of procedure in paying insurance compensation, and refusals to accrue additional investment returns. Complaints related to transitions from the Social Fund of Russia to non-governmental pension funds or between such funds fell by 44.4%, and complaints about unit investment fund management nearly halved. The increase in complaints against microfinance organisations mainly concerned refunds for additional services and debt management issues, including failures to provide documents needed to verify accrued interest, outstanding debt, or repayment of microloans. The Bank said the rise was partly caused by so-called debt relief companies and is exploring, together with financial market participants and bona fide legal companies, the standardisation and regulation of their activities.
Central Bank of Russia 2026-05-08
Central Bank of Russia reports 102,100 first quarter complaints up 8.1 percent as out of remit cases rise and MFO grievances surge
The Central Bank of Russia received 102,100 financial consumer and investor complaints in Q1 2026, up 8.1% year on year, mainly due to matters outside its competence, while in-scope complaints declined. Complaints against credit institutions and insurers fell, including sharp drops in mortgage, cyberfraud and authorised fraud cases, but complaints against microfinance organisations rose over 47%, largely over refunds for additional services and debt management. The Bank partly attributed this to “debt relief companies” and is considering standardising and regulating their activities with market participants and bona fide legal firms.