Every tenth customer of the Bank is dissatisfied with the service, but prefers to remain silent about it or make claims directly to the employees of the credit institution
The Russians believe that to complain about the banks is useless. Every tenth customer of the credit institution remains dissatisfied with the service. But only 4% of citizens decided to file a complaint against the Bank orally or in writing. More than half of clients (51%) Express claims directly to the employees of the credit organization, its leadership drawn 28% of citizens, and trial is decided for only 1% of Russians. This follows from the nationwide survey, conducted in 2015, the National Agency for financial studies (NAFI) especially for the Ministry of Finance (the document is in “News”). The results of a survey announced recently.
The NAFI study was conducted in the framework of the project of the Ministry of Finance, “enhancing financial literacy and developing financial education in the Russian Federation”, which started in 2013. The Agency invested in the program $88 million, $25 million of which was allocated by the world Bank (WB). The loan is granted for 14 years. According to WB estimates, the successful implementation of the project is to increase the financial literacy can provide a financial system of Russia is about 14.5 billion rubles a year due to the fact that citizens start to save more to invest in banks.
In the framework of the project in the fall of 2016 run lessons of financial literacy in Russian schools, and special courses for journalists. NAFI interviewed 5 thousand citizens throughout the country (statistical error does not exceed 1.6%, indicated in the document).
As a rule, dissatisfied customers prefer to resolve the matter and Express their displeasure with the Bank’s employees. It is, in principle, makes sense, given that in the area of customer service, the cameras — but only if the citizen’s rights. Almost a third of clients (28%) hope for the effectiveness of word of mouth and all the nasty nuances of service in banks”offenders” telling friends and acquaintances. The same number of citizens believe that to solve the issue will help a written appeal to the management of the credit institution. The book of complaints are 9% of customers and a lawsuit is solved by 1%.
In NAFI emphasize that the most actively Express their claims customers with “good” or “excellent” level of financial knowledge (11% of the 13% of dissatisfied file a complaint to the Bank-“the offender”).
Often their claims expressed by borrowers of the banks, which in the hands of “problem” loans. Their activity is twice higher than other Bank customers. According to the survey, 21% of borrowers who came in late, unhappy with the service, and 8% of them filed complaints.
The low expression level of complaints from consumers of financial services is expected and is due to several reasons, — says head of corporate research NAFI Olga Stasevich. — Firstly, few consumers Express their dissatisfaction, because they do not know the procedures and are not informed about the activities of human rights organizations in the financial services market. Second, we observe a low level of awareness of our citizens on legislative acts, which reveals the mechanism and procedure of restoration of violated rights.
Finally, it should be noted that even informed people do not consider it necessary to complain, because they do not feel confidence in the protection of their rights. Therefore, according to the source, citizens prefer oral claim.
The Chairman of consumers Union of Russia Peter Shelishch agree with the conclusions made in the study of NAFI.
— People do not understand how to protect themselves, says Peter Shelishch. — Yes, and often protecting nothing, except that the right to polite treatment by the Bank employees. Complaints essentially getting smaller.
According to Peter Salima, a growing number of clients who are sure that the loan return is optional. The interviewee believes this is a result of the pre-crisis boom in retail lending, shaped like the psychology of the borrowers. Peter Shelishch sure that the banks should share the responsibility with customers — for example, to offer a restructuring of loans.
Managing partner at audit company “2K” Tamara Kasyanov believes that the most effective way to solve the small problem issues — decision.
Big and serious problem, of course, to record in writing and send it to familiarize the leadership of the financial organization, — says the interlocutor.
And according to the financial Ombudsman Pavel Medvedev, all the methods of the above complaints will not bring effective results to clients.
— In arbitration courts is about 4.5 thousand applications for samobytnosti, despite the fact that such claims are tried to a 24 thousand Russians, — stated Pavel Medvedev. — Three years ago, 95% of Russians regularly extinguished loans, now we have 20% of defaulters. And it’s not always their fault: falling incomes in the current situation, loss of a job bring the citizens to the delay.
According to head of customer care of the Bank of Ivan Ivanov, the Russians do not believe in a positive outcome of consideration of their claims on quality of service for a number of reasons.
— This analogy with distrust of the judicial system in our country — “who is strong and rich, and the rights”, — says Ivan Ivanov. — Also many customers in the 2000s have had a negative experience of claims in the banks, other private organizations or government agencies, when customer orientation was not in the leading roles.
According to the representative of the Bank if the customer rights situation in any case will be resolved in his favor.
— But there are claimants acting on emotions when filing official claims: for example, some misunderstanding of the product, service, or fare, says Ivan Ivanov. — Clients who have arrears, are often served in jars of various unfounded counterclaims for any reason: apparently, according to them, it will delay the process and complicate the life of the Bank, but this method is inefficient.
According to senior Vice President, Director of client service Department at VTB24 Natalia Smirnova, for the solution of specific problems of a particular client is best to contact your Bank.
— The most effective way is the shortest way, — says the representative of VTB24. — The appeal to the Bank to resolve the problem that has arisen from the client. And then the common phrase “a complaint is a gift” takes on a specific shape.
Peter Shelishch and Pavel Medvedev reminded that the complaint is in the service of the Central Bank to protect the rights of consumers of financial services and minority shareholders.
