17 january 2022, 09:34

Appeal to the FOS can now be submitted on the «State Services» website

Consumers of financial services have been given the opportunity to submit an appeal to the Financial Ombudsmann Service (FOS)n in a dispute with a financial institution on the UIAS «State Services» website (Russian Federal portal of Unified Identification and Authentication System), Chief Financial Ombudsmann Yury Voronin announced.

«The innovation should simplify interaction between the Financial Ombudsman Service and consumers, provide an alternative way for clients of financial institutions to protect their legal rights, and increase their awareness of the work of the institute of out-of-court settlement of disputes with financial institutions,» Yury Voronin noted.

At the same time it will be possible to file an appeal through a personal account on the FOS website (after identification through the UIAS) or in writing.

Integration of the Financial Ombudsman Service system and the «State Services» portal was necessary for launching the project. A consumer of financial services can submit an appeal in this way by filling necessary information and uploading documents to a personal account on the UIAS portal, the list is the same as when the appeal is submitted through the FOS website. The appeal is automatically uploaded to the FOS system.

An appeal can be submitted by clicking on the following link: https://www.gosuslugi.ru/457310/1/form

This possibility is implemented in accordance with the law «On the Ombudsman for the Rights of Consumers of Financial Services», according to which an appeal in electronic form can be sent via the UIAS portal of state and municipal services, as well as in accordance with the decree of the Government of the Russian Federation from 04.05.2017 No. 865-р (ed. 22.12.2021) «On approval of the list of other services, information about which is placed in the Federal Register of state and municipal services (functions)».

The Financial Ombudsman Service shall consider disputes between consumers of financial services and financial institutions: insurance organizations (except for obligatory medical insurance), microfinance institutions, credit organizations, non-governmental pension funds, pawnshops, credit consumer cooperatives.

The Financial Ombudsman Service considers a dispute if a service was provided to a consumer for purposes not related to entrepreneurial activity and if their property claims do not exceed RUB 500,000.

The Financial Ombudsman Service accepts and reviews consumer complaints free of charge. The Financial Ombudsman Service examines complaints within 15 business days with a possibility of prolongation for some cases.

Based on the results of the appeal consideration, the FOS makes a decision to satisfy, fully or partially, the consumer’s claim or to refuse to satisfy the consumer’s claim. The FOS decision is sent to the consumer within one working day.

The FOS decision comes into force 10 working days after it is signed by a Financial Ombudsman. If the financial institution has not fulfilled the FOS decision within the deadline, the consumer may apply to the Financial Ombudsman Service for a certificate as an enforcement document, which can be handed over or sent in electronic form to the Federal Bailiffs’ Service.

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