Bank of Russia receives fewer complaints against insurers but more against banks: 2025 H1 results

Nevertheless, quarterly dynamics show a decrease in the number of complaints. In April—June 2025, it was down by almost 7% compared to January—March.

The number of complaints against banks rose by 28.6%. They mainly concerned the blocking of transactions, accounts, and bank cards, as well as the suspension of remote banking services. Banks take such measures to counter financial fraud.

However, consumers complained half as much about tied selling of additional services by lenders.

The number of complaints against insurers dropped by 47%. Due to the fact that customers may independently check the value of the bonus-malus coefficient and disagree with it via the National Insurance Information System website, people almost stopped submitting standard complaints: 80 vs 10,400 in 2024 H1.

The number of complaints against microfinance organisations increased insignificantly. The 3.6% rise was due to difficulties with having funds for additional services returned and with applying for repayment holidays. There were fewer complaints relating to new cases of tied selling of additional services as well as to credit histories.

The situation with complaints against professional securities market participants was similar. Their number dropped by 19%. The number of complaints related to sanction restrictions was the lowest, namely those against brokers decreased by 3.2 times, while those against depositories – by 2.5 times.

There were 17.7% more complaints against non-governmental pension funds (NPFs) due to the increasing number of claims associated with the execution of long-term savings agreements. However, in absolute terms, the number of such complaints was insignificant, namely 193 for over 5.6 million agreements signed. The number of complaints concerning the transition from the Social Fund of Russia to an NPF, as well as between NPFs, fell by 40.3%.