The working procedure of the Financial Ombudsman Service for the period since May 12, 2020

In accordance with the Decrees of the President of the Russian Federation on the termination of the non-working days period dated March 25, 2020, No. 206, April 2, 2020, No. 239, and April 28, 2020, No. 294 (hereinafter, the Presidential Decrees), the Financial Ombudsman Service reports the following.

As indicated earlier, during the period of the Presidential Decrees, the FOS was receiving and reviewing complaints from consumers of financial services, making decisions based on the results of reviewing the complaints.

The FOS draws attention to the fact that from May 12, 2020, reviewing of those cases is resumed, consideration of which was hindered during the non-working days established by Presidential Decrees by the failure of financial institutions to submit documents and information at the request of the FOS.

On May 12, 2020, the FOS also resumes issuing consumers certificates to enforce the FOS decisions.

During the period of validity of the restrictions provided for by the Decree of the Mayor of Moscow dated 05.03.2020 No. 12-УМ “On introducing a high alert”, reception of citizens in person and personal reception of correspondence are unavailable on the premises of the FOS Office.

Consumers are requested to note that, in connection with the unfavourable epidemiological situation in Russia, measures have been introduced to limit the spread of the coronavirus infection. These measures differ on territories of various constituent entities of the Russian Federation and may cause difficulties both while sending mail and delivering and receiving it.

In this regard, in order to ensure the continuity of the out-of-court settlement of disputes, we recommend that citizens send electronic complaints through the consumer’s personal account on the FOS official website.

If consumers have questions related to the submission and review of applications, they are encouraged to phone the FOS contact centre at 8(800)200-00-10 (Monday to Friday from 09:00 to 21:00 Moscow time, except holidays).