How to file a complaint against a bank

The modern world is dynamic, and the banking system does not stand still - every year a large number of new services, products, as well as credit organizations appear. However, along with this, a huge mass of misunderstanding and dissatisfaction among customers of this spectrum of activities is growing. If you are faced with illegal actions of a bank employee or fell for the trick of scammers, file a complaint. And how to arrange it correctly in order to achieve a positive result, we will consider in this article.

Problem situations with the bank

The rights and obligations of both parties to monetary relations are enshrined in the Law of the Russian Federation "On Banks and Banking Activity". As a rule, the client who receives these services is dissatisfied the following situations:

1. Loss of money from the account. If you notice a sudden debit transaction on the card, this is a big reason to “sound the alarm”. Call customer support, check with the department staff, you may have been caught in the network of a “pseudo-organization”.
2. Improper penalties and delays. When concluding a contract, carefully read its terms, exclude all "pitfalls". If necessary, show a sample document to an experienced lawyer.
3. Imposition of banking products and services. When an employee is too persistent and categorical in service only under specific conditions, you have reason to think. If you do not understand something, it is better to refuse the offer.
4. Violation of bank secrecy or other conditions of the legislation of the Russian Federation. To prove this kind of action, you need to collect all the evidence and materials pointing to specific facts.
5. Constant calls and text messages. In this case, it is not recommended to delete the contact history and received messages from the bank.

Preparatory process

Before proceeding to the appeal procedure, it is better to talk with a bank employee or branch manager. Perhaps there was a technical failure or the operator made a mistake that can be corrected later. If, after talking with the bank's management, you came to the conclusion that it is impossible to solve this problem peacefully, proceed to file a complaint. By the way, your appeal can be posted on the official website of the Central Bank (CB) of the Russian Federation. To do this, go to its information portal, the tab "Internet reception", the button "Submit a complaint". Choose the appropriate section of the document and describe your problem in detail in a free form.

Document execution

A complaint against a bank does not have a specific structure. When compiling it, it is important to write clearly and to the point, taking into account following points:

1. In the header of the document, indicate the name of the body where you are applying. This may be the Central Bank of the Russian Federation, Rospotrebnadzor, the Antimonopoly Committee, the prosecutor's office or the court. Also here you need to write your data - full name, address and contact phone number for feedback.
2. In the text of the document, state your problem in detail. At the same time, it is important to indicate all the details and nuances - the date of the operation, the contract number, the terms of the transaction, etc. Support your words with facts - an extract, a screenshot of the screen, copies of documents, audio recordings on a dictaphone, video materials of a conversation with a bank employee, etc.
3. Specify the sequence of your actions and their effectiveness. For example, that you called the bank's hotline on a certain date, and such and such an answer was received, etc.
4. Be sure to sign and date the document.

Download right now:

Alternative Application Methods

Today, it is possible to file a complaint not only personally in the hands of an employee of the appropriate authority, but also remotely. To do this, go to the website of the Antimonopoly Service of the Russian Federation (FAS) or. In both cases, there is a communication channel "Appeal of Citizens", where you can leave your application. The legislation of the Russian Federation defines a 10-day period for receiving a response to a submitted complaint.

If the problem is widespread, it is best to write a collective complaint against the bank. You can find like-minded people among your friends, acquaintances, relatives, as well as on thematic forums.