Number of complaints about tied selling of services decreases by over 30% in consumer lending, and almost by 30% in car lending
In 2025, the Bank of Russia reсeived almost 392,000 complaints from financial consumers and investors. Most frequently, clients complained about refusals to carry out transactions, blocked cards, or blocked access to online banking; less often, they complained about the calculation of the bonus-malus coefficient and the tied selling of additional services.
The regulator’s supervisory measures helped maintain the trend towards a decrease in complaints about the tied selling of additional services in consumer and car lending by 31% and 65%, respectively.
However, the total number of complaints against banks rose by almost 15%. This was mainly caused by stricter measures to counter financial fraud. People have begun to complain more often about restrictions on funds transfers and card transactions. Furthermore, these particular measures reduced the number of complaints about cyber fraud and regarding the cases when people voluntarily hand over their money or confidential information to fraudsters under their pressure by 30% and 29%, respectively.
‘The problem is that banks frequently failed to explain to clients the reasons behind the restrictions and what should be done to lift them. Therefore, in August, we brought this issue to credit institutions’ attention and issued recommendations. Our monitoring confirms that most banks follow them. Every person facing such a problem should clearly understand why it has happened as well as the necessary steps to resolve the problem,’ said Mikhail Mamuta, Head of the Service for Consumer Protection and Financial Inclusion of the Bank of Russia.
Insurance companies received almost half as many complaints. The downward trend in complaints regarding compulsory motor third-party liability insurance (CMTPLI) continued. There were almost three times less complaints than in 2024. Furthermore, the number of complaints about accident and health insurance and life insurance also declined.
Complaints against microfinance organisations increased by 13.2%, including because of problems with obtaining loan repayment holidays. After the Bank of Russia took supervisory measures, a number of offending organisations ceased unfair practices, such as illegal interest accrual, unjustified refusals to provide loan repayment holidays, and others. Complaints about the hard selling of additional services dropped by almost 30%.
Complaints against professional securities market participants were down by 24%, largely due to a