The Central Bank’s control is tightening, but clients emerging trends in software development should not relax. Mikhail Mamuta, Head of the Consumer Rights Protection Service of the Bank of Russia, told kp.ru in an exclusive interview
MOST OFTEN PEOPLE COMPLAIN ABOUT BANKS
— Mikhail, what do people complain about most often when they come to some financial organizations?
— Complaints are an indicator of public health in the financial market. Understanding what people are not happy with, we change regulations, apply supervisory measures and generally try to change the environment, make it more people-oriented. According to the results of the first 9 months of this year, people complain most about banks. Then come insurers, well-known microfinance organizations, followed by brokerage and management companies.
– Let’s focus on banks. They are no longer just banks
but real financial supermarkets where you can buy anything…
— Yes, they are transforming. In addition to traditional banking products, they sell insurance, securities, other financial instruments, plus many non-financial products, such as all kinds of subscriptions. As the package of services offered expands, the number of claims also grows.
— What do bank clients complain about?
What kind of catch might be waiting for them at a branch?
— The first problem is the imposition of additional services. That is, a person came for a loan, and left with a basket, or better yet, two, which contain a lot of things — insurance, subscriptions, legal 5 common mistakes in ecommerce consultations, and what not. He came home, started sorting through these baskets and was america email surprised to realize that he, in fact, did not need any of this, but he had already bought it. I think this situation is familiar to many.