Russian consumers of financial services sent 323,200 complaints to the Bank of Russia in the nine months of 2026 — 8% more than a year earlier. Behind the overall figure lies a clear split: investors and bank clients are complaining less often, while borrowers from microfinance organizations (MFIs) are increasingly falling into the trap of unscrupulous "debt relief" providers.
The regulator records an 8% increase excluding repeat appeals and matters outside its competence. Claims against credit institutions rose only 1.3% overall. Bank clients complained about cybercriminals 34.1% less often, and the number of cases in which fraudsters managed to trick people out of money or data fell by 44.8%.
Investment segment: tension easing
The statistics give investors reason for moderate optimism. Complaints about brokerage services fell by 35.2%, and about the management of mutual investment funds by 17.6%. The number of claims regarding investment life insurance (ILI) halved: since January 1, 2026, such products have been unavailable to unqualified investors. However, fewer appeals do not mean loyalty — a significant portion of investors are still ready to change brokers at the first opportunity.
The opposite trend is seen among OSAGO policyholders: dissatisfaction rose by 2.1%. Car owners more often reported violations of insurance payout deadlines, problems with organizing repairs, and difficulties with completing an electronic contract. Complaints about non-state pension funds rose by 3.2% — in particular, due to long-term savings contracts.
MFIs and "debt relief" providers: the main pressure point
The most alarming picture is among MFI borrowers: the number of complaints about them rose by 57.3%, more than in any other segment. The regulator attributes this primarily to unscrupulous debt consultants. They groundlessly offer paid assistance in settling with MFIs, but in the end only increase the amount the client must repay.
Refunds for connecting additional services deserve special attention: half of such appeals come from a single bank, which is already restoring borrowers' rights. Exchange infrastructure remains in the Central Bank's focus — the regulator recently criticized the Moscow Exchange's work with issuers and raised the issue of an auditors' registry.
Cryptalist analysis: The structure of complaints reflects the maturity of different segments of the financial market: the decline in claims against brokers and management companies signals an improvement in service quality and investor literacy, while the sharp rise in appeals concerning MFIs points to a systemic vulnerability in retail lending and the activity of gray intermediaries. For the market, this is a double signal — positive for investment infrastructure and a warning for the microcredit sector, where regulatory pressure is likely to intensify.