Consumer complaints rise 8 percent as microfinance disputes grow
The Bank of Russia received 323,200 consumer and investor complaints in January–September 2026. Excluding repeat submissions and matters outside its mandate, complaints rose 8 percent year on year.
Debt advisers drive microfinance disputes
Complaints against microfinance organisations rose 57.3 percent, the largest increase, linked primarily to debt relief companies.
Some advisers charged borrowers for debt settlement but left them with higher total debts.
Cyberfraud complaints fell 34.1 percent; cases involving scammers inducing transfers or disclosure of data fell 44.8 percent.
Transaction refusals and account restrictions attracted the most complaints.
Investigations found fewer unfounded bank restrictions following proactive public communications.
Total complaints against credit institutions rose no more than 1.3 percent.
Complaints about refunds for additional-service subscriptions increased; half concerned one bank already working to restore borrowers' rights.
Life insurance ban cuts complaints
Investment life insurance complaints halved after a ban on sales to non-qualified investors took effect on January 1, 2026.
Complaints about compulsory motor third-party liability insurance increased 2.1 percent.
Consumers most often reported missed deadlines for compensation payments and arranging repairs, alongside difficulties concluding electronic contracts.
The decline in investment life insurance complaints therefore contrasted with an increase in disputes over motor insurance payments, repairs and access to contracts.
Fewer broker disputes, savings friction
Complaints against brokers fell 35.2 percent, while those against managers of unit investment funds declined 17.6 percent.
Complaints against private unit investment funds rose 3.2 percent.
More problems were reported with long-term savings agreements.