How to write a complaint to the central bank about the actions of the bank

08.07.2021 | Documentation

The Bank of Russia is a controlling body, that is, it regulates not only the financial situation in the country, but also closely monitors the activities of commercial banks. We all sometimes turn to a financial institution to resolve our financial issues, but sometimes services in a commercial bank do not meet the requirements of the law or directly violate consumer rights. Therefore, if you have been affected by the activities of the bank, then you can write a complaint to the Central Bank of the Russian Federation, but first you need to carefully study how to write a complaint to the Central Bank about the actions of the bank, because this procedure has its own peculiarities and nuances.

What to complain about to the Central Bank

As mentioned earlier, the Bank of Russia is a controlling body among commercial banks, respectively, it monitors all operations of financial institutions and monitors compliance with the legislation in force in our country. Despite the fact that many commercial banks try to comply with all the norms of the law, because, otherwise, they may lose their license, but there are cases when, for some reason, the rights of a client have been violated. Consider some of the most common examples of what customers complain about:

the bank did not comply with the legal requirements of the client when providing any financial services;
the imposition of additional paid services in order to increase profits;
conducting financial transactions on the client's accounts without his consent;
unilateral change of the deposit or loan agreement;
increase in interest rates during the lending period;
incorrect work of bank employees;
transfer of personal data to third parties without the consent of the client, violation of the law on bank secrecy;
assignment of the right to claim a debt without the written consent of the borrower.

First of all, it should be noted that before writing a letter to the Central Bank of Russia and complaining about the actions of the bank, you need to know the laws well, because some actions of financial institutions are well within the framework of the current legislation. Accordingly, if you decide to complain about the bank, then consult at least with a competent lawyer or independently study all the laws that control banking activities in our country.

Intrent reception of the Central Bank

Complaint online

If you want your appeal to be considered as quickly as possible, then it would be wiser for you to go to the official website of the Central Bank of the Russian Federation, write a complaint and send it for consideration, because an online reception is available to every bank client. We will give detailed instructions on how to complain about the actions of the bank through the Central Bank using the Internet reception. First you need to open the official website, which is located at http://www.cbr.ru/. After the main page opens in front of you, in the upper right corner you will find the link “Internet Reception”, follow it.

indicate the reason for your complaint, for this, select the organization that violated your rights from the list, in this case we are talking about commercial banks;
then, click on the topic of your complaints, namely on what issue you would like to address: loans, deposits or other services;
after that, you will see a list of typical violations, select the one you need from the list and click on the link;
further, you will need to fill out the form and indicate the name of the organization with which your appeal is related;
you need to specify the region of residence;
fill in personal information and your contact details;
fill in the text of the complaint;
attach files if needed.

It is worth paying attention to the text of the complaint, here you can state the essence of your problem in absolutely free form, that is, describe in detail the situation that happened to you when contacting a financial institution. You can also attach files, namely photographs or scans of documents, video or audio recordings that you have and may indicate a violation of your rights by the bank.

Questionnaire for the applicant

Procedure for filing and consideration of electronic complaints

If you want to write a complaint to the Central Bank of Russia on the Internet, then it will be useful for you to know how the Central Bank employees consider the appeals of individuals. To be more precise, the processing of complaints is carried out on the basis of Federal Law No. 59 “On the Procedure for Considering Appeals from Citizens of the Russian Federation”, in accordance with it, the terms for considering written appeals are 30 calendar days from the date of receipt of the appeal. In addition, the applicant has the right to receive a written response to his appeal only if he indicated his contact details and last name, first name, patronymic.

Please note that you can personally apply directly to the reception of the Central Bank, located at Moscow, Sandunovsky pereulok 3, building 1. You can find the opening hours on the official website of the Central Bank of Russia. Reception is by appointment.

How to send a complaint by registered mail

If you are not an active Internet user, then you can make a complaint in writing and send it to the address of the Central Bank. Here the procedure is not much different, because the main task of the applicant is to clearly describe the essence of his problem, but we will consider a sample complaint against a bank in the Central Bank of the Russian Federation later.

So, if you want to send a complaint by letter via mail, then you need to write the text of the complaint in free form. Further, the letter will need to be sent to the address 107016, Moscow, Neglinnaya street, 12, Bank of Russia.

Please note that you can write a claim and send it by fax to the following numbers +7 495 621-64-65, +7 495 621-62-88.

Complaints about a bank employee

First of all, it should be noted that you can complain both about the bank itself and its employees, for example, if you were not satisfied with the quality of service or an employee of a financial institution somehow offended your dignity. By the way, in this case, it is more reasonable to first send a written claim to the name of the bank's management, and if it is in no hurry to take action, then you need to complain to the Central Bank, and you need to follow some rules:

indicate the name and address of the branch of the bank where you were served;
indicate the data of the employee, his last name, first name, patronymic and position;
Describe the situation in as much detail as possible.

By the way, when drawing up a complaint, it is imperative to refer to the legislation of the Russian Federation.

Text of the complaint

Consider what a complaint to the Central Bank about the actions of the bank will look like. Sample:

In the upper right corner, indicate to whom you are sending a written appeal and the mailing address of the organization.
You need to compose the text of the appeal, first of all, indicate when you applied to the bank, write its address and the time of the appeal.
Write the name of the employee who provided you with services, his last name, first name, patronymic and position.
Describe your situation in as much detail as possible.
Next, indicate under which articles of the law your rights were violated.
In the last paragraph of the appeal, indicate that you want to hold bank employees accountable or take action against a financial institution.

Important! Do not forget to indicate exactly how you would like to receive a response to your appeal: by registered mail via mail to your home address or by e-mail.

Where to complain about the bank

Undoubtedly, such a situation can happen to each of us that bank employees violated your rights or a financial institution changed the terms of the contract unilaterally. But in any case, you can apply not only to the Central Bank of Russia, but also to other bodies supervising banking activities. For example, if for some reason you are not satisfied with the service at the bank, then you can send a complaint to Rospotrebnadzor.

Complaint to the antimonopoly service

If a bank employee was rude to you or behaved incorrectly towards you, then you can first contact the head of the unit or the head office, in this case, the issue can be resolved as soon as possible without involving employees of the Central Bank.

If the cost of banking services seemed too high to you, then you can safely write a complaint to the FAS antimonopoly service. And if funds disappear from your account and bank employees cannot explain why, then you can safely write a statement to the prosecutor's office. It is very important when drawing up written complaints to be guided by some rules:

Try to describe the situation that happened to you in the correct form in as much detail as possible, while taking into account every little thing, namely the time of the visit, namely the data of the person who served you.
Leave all the data about yourself, because when considering applications, only the applicant who indicated all his contacts, as well as his last name, first name and patronymic, can receive an answer, otherwise, the appeal will be accepted as anonymous.
Do not forget to conclude by specifying what kind of result you would like to receive from your appeal, for example, return overpaid interest to the bank or punish the employee.

Thus, you can always protect your rights and interests, return illegally debited funds and punish unscrupulous and incompetent employees. Moreover, in order to achieve the maximum result, it makes sense to contact several regulatory authorities at once that protect the interests of clients.