Number of complaints about CMTPLI and car lending decreases in 2025 Q1–Q3

Nevertheless, the growth rate in the number of complaints year on year declined, specifically from 23.1% in 2025 Q1 to 11% in 2025 Q3.

The number of complaints against insurers more than halved. The decrease was mostly on account of complaints about compulsory motor third-party liability insurance (CMTPLI), namely an incorrect application of the bonus-malus coefficient (BMC) (an almost 70% reduction). The decline was due to the fact that, from November 2024, individuals who disagree with their BMC may quickly adjust or challenge it on their own through the website of the National Insurance Information System.

The number of complaints against banks rose by 21%. As before, complaints were mostly associated with the measures implemented by banks to combat fraudsters and money mules, in particular rejected transactions and account blocking.

The number of people’s complaints about car lending issues, primarily banks’ unfair practices in this area, was down by nearly one-fourth. Among other things, that was because banks had been joining the memorandum On the Principles of Fair Car Lending, refusing to cooperate with unfair car dealers.

By contrast, the number of complaints against microfinance organisations was up by more than 10%. Consumers reported problems with refunds for extra services and loan repayment holidays. Concurrently, there was a downward trend in complaints about tied selling of extra services, fraud, and inaccurate information in credit histories.

The number of complaints against professional securities market participants declined by 20.7%, predominantly on account of complaints related to sanctions (an almost three times reduction).

As for complaints against non-governmental pension funds (NPFs), the number of those caused by disagreement with the transition from the Social Fund of Russia to an NPF or between NPFs more than halved.