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17 march 2023, 10:47
A meeting of the Financial Ombudsman Service (FOS) Council chaired by the State Secretary & Deputy Chairman of the Bank of Russia Alexei Guznov took place on the 17th of March, 2023.
The Council members considered 13 items on the agenda.
Chief Financial Ombudsman Yury Voronin presented a report on the Financial Ombudsmen activities for 2022, and Council members took the document into consideration. According to preliminary data, the Financial Ombudsman Service received 153,168 consumer appeals in 2022, which is 14.9% less than in 2021 (179,911 appeals), Yury Voronin said.
The overwhelming number of appeals was made to insurance organisations – 135,129 (88.2%) of which 106,013 (69.2%) were for compulsory motor TPL insurance. Consumers filed 13,761 (9%) claims to credit institutions, 2,222 (1.5%) to microfinance institutions, 626 (0.4%) to credit consumer cooperatives, 111 (0.1%) to private pension funds, and 20 (less than 0.1%) to pawnshops. Consumers also sent 1,299 (0.8%) appeals regarding activities of other organizations not interacting with the Financial Ombudsman.
A total of 104,915 decisions were made based on the results of review of consumer appeals. According to this number, 93,368 (89%) decisions were made to satisfy fully or partially or to deny the claims of consumers (on the merits) and 11,547 (11%) were made to terminate the review of the appeal.
In accordance with the requirements set forth in Article 13 of the Federal Law “On the Ombudsman for the Rights of Consumers of Financial Services” the Financial Ombudsman Service is to publish on its website, by June 1, 2023, a report on its activities in 2022, which will include information on claims filed by citizens against each financial institution.
At the meeting it was decided to establish three committees under the FOS Council: on audit, on budget and remuneration, and on mandates. The membership of the established committees were approved.
The Council members also approved the annual accounting (financial) statements for 2022 at the meeting, as well as reviewed the report on internal audit in the 4th quarter of 2022 and the plan of internal audit in the 2nd quarter of 2023.
