The Central Bank of Russia issued clarifications to market participants on how financial institutions should consider and respond to consumers’ applications, including expectations on response timelines, deadline extensions, and communication channels. Financial institutions have 15 business days to reply to a consumer’s application. Where additional time is needed to analyse a specific situation, the institution should inform the applicant within 15 days from the official registration of the application. For multiple applications from the same person, a firm may provide a single response or a single notification extending the deadline, with the response deadline set from the receipt date of the first application. The Bank of Russia also recommends communicating with the customer via the channel specified in the application.
Central Bank of Russia 2026-04-13
Central Bank of Russia clarifies 15-business-day response rules and extension handling for consumer applications
The Central Bank of Russia issued clarifications on how financial institutions should consider and respond to consumers’ applications, including expectations on response timelines, deadline extensions and communication channels. Firms must generally respond within 15 business days, notify customers within that period if more time is needed, may consolidate responses to multiple applications from the same person, and are recommended to use the communication channel specified in the application.