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Sending a complaint or a claim to the FOS

Step 1. If you have any disagreements with a financial institution, you have to send a claim to the financial institution with which you have a dispute before before sending a complaint to the FOS.

The financial institution has to review your claim and send you a response within 30 calendar days from the day following the day the claim was submitted to the financial institution. The law also provides for such cases when a response has to be sent to you within 15 business days (Article 16, part 2, clause 1 of Law No. 123-ФЗ).

Standardized form of complaint for a consumer of financial services (to be electronically sent to the financial institution)

If the response received does not suit you or you have not received it within the specified time, proceed to the Step 2.

Step 2. Send an complaint to the FOS.

The Financial Ombudsman Service (FOS) recommends that consumers send electronic complaints through their personal accounts on the FOS official website.

Video instructions on how to submit an complaint through your personal account

If you are unable to send the complaint electronically, you can send a printed copy by post to the following address: 119017, Moscow, Staromonetny pereulok, 3, The FOS Consumers’ Support Service.

The standardized form of complaint to the FOS from a consumer of financial services

Reception of consumers in person and personal reception of correspondence has been temporarily suspended on the premises of the FOS Office Support Service due to the threat of the spread of the coronavirus infection (2019-nCoV). All further changes will be announced later.

Within three business days from the date of receiving the complaint, you will be notified of it being accepted for review or denied consideration.

The possibility of an appeal by the consumer’s representative (other than a legal one) is not provided for by law.