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Organization of the Bank of Russia’s work with complaints from consumers of financial services

Annotation

A study was conducted to examine the interaction between the Bank of Russia and consumers of services in the financial market. The analysis of the dynamics of complaints shows an increase in the number of appeals in April 2020. In order to reduce them, the Bank of Russia keeps records of appeals on the parameter “Assistance to the Complainant” and implements the project “Complaint as a Gift”. Analysis of products with the most frequent complaints can be used by organizations to improve the services provided.

Keywords

Bank of Russia, financial services, complaint, consumers, credit institution, microfinance institution

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UDC

336.7

Pages

384-395

References

1. Krymova I.P., Dyadichko S.P. Organizatsiya deyatel’nosti Tsentral’nogo banka [Organization of the Activities of the Central Bank]. Moscow, Yurayt Publ., 2020, 275 p. (In Russian). 2. Fogelson Y.B., Efremova M.D. Zashchita prav potrebiteley finansovykh uslug [Protection of the Rights of Consumers of Financial Services]. Moscow, Norma Publ., Infra-M Publ., 2010, 368 p. (In Russian). 3. Ilina T.G., Bespalova O.V. Organizatsiya deyatel’nosti Tsentral’nogo banka [Organization of the Activities of the Central Bank]. Tomsk, Tomsk State University Publishing House, 2014, 320 p. (In Russian). 4. Kokorev R.A. (academ. ed.) Finansovaya gramotnost’ [Financial Literacy]. Moscow, Moscow State University Publ., 2021, 568 p. (In Russian).

Received

2022-01-21

Section of issue

Economics and management

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