The Central Bank of Russia published a review of financial consumer complaints for January to September 2025, reporting 280,000 complaints, up 15.8% year on year, while the year-on-year growth rate eased from 23.1% in 2025 Q1 to 11% in 2025 Q3. Complaints against insurers and on car lending fell materially over the period. Insurer-related complaints more than halved, driven mainly by a near 70% drop in compulsory motor third-party liability insurance (CMTPLI) complaints about incorrect application of the bonus-malus coefficient (BMC), which the Bank linked to a November 2024 change allowing individuals to adjust or challenge the BMC through the National Insurance Information System website. Bank-related complaints increased by 21%, still largely tied to anti-fraud and anti-money-mule controls such as rejected transactions and account blocking, while complaints about car lending dropped by nearly one-fourth, partly reflecting banks joining the memorandum On the Principles of Fair Car Lending and refusing to work with unfair car dealers. Complaints against microfinance organisations rose by more than 10%, mainly concerning refunds for extra services and loan repayment holidays, although the Bank noted declining complaints about tied selling, fraud, and inaccurate credit history information. Complaints against professional securities market participants fell by 20.7%, mainly due to a near threefold reduction in sanctions-related complaints, and complaints linked to disputed transfers to non-governmental pension funds more than halved. The Bank also reported receiving 204,300 applications over the same period, up 11.4% year on year, with each application containing an average of 1.4 complaints compared with 1.3 a year earlier.
Central Bank of Russia 2025-11-10
Central Bank of Russia reports slower growth in consumer complaints as CMTPLI and car lending grievances fall
The Central Bank of Russia reviewed financial consumer complaints from January to September 2025, noting a 15.8% increase to 280,000 complaints year-on-year, with growth slowing from 23.1% in Q1 to 11% in Q3. Insurer-related complaints fell significantly, driven by a 70% drop in compulsory motor third-party liability insurance complaints due to changes in the bonus-malus coefficient adjustment process. Bank-related complaints rose by 21%, primarily linked to anti-fraud measures, while complaints against microfinance organisations increased by over 10%, mainly concerning refunds and loan repayment holidays.