Central Bank of Russia reports 182,400 H1 2025 complaints with bank complaints up 28.6% and insurer complaints down 47%

The Central Bank of Russia published its H1 2025 review of complaints from financial consumers and investors, showing an 18.6% year-on-year increase to 182,400. Despite the higher half-year total, complaints fell by almost 7% in April–June 2025 compared with January–March. Complaints against banks rose 28.6%, mainly about blocks on transactions, accounts and cards and the suspension of remote banking services applied as anti-fraud measures, while complaints about lenders touting additional services when borrowers applied for loans halved. Complaints against insurers fell 47%, with standard disputes over the bonus-malus coefficient dropping to 80 from 10,400 after customers gained the ability to check and challenge the coefficient via the National Insurance Information System website. Complaints against microfinance organisations increased 3.6%, driven by difficulties obtaining refunds for additional services and applying for repayment holidays, while fewer complaints related to new instances of touting additional services and credit histories. Complaints against securities market professional participants declined 19%, and complaints linked to sanction restrictions reached their lowest level, with those against brokers down 3.2 times and those against depositories down 2.5 times. Complaints against non-governmental pension funds increased 17.7% due to more claims about the execution of long-term savings agreements, though only 193 complaints were recorded for over 5.6 million agreements, and complaints about transfers from the Social Fund of Russia to an NPF or between NPFs fell 40.3%.