Sberbank Ombudsman Service explained the results of its 2023 work 21:16

Sber’s ombudsman service examined 8.1 thousand customer complaints in 2023. This was reported by the bank’s press service.

It was noted that disputes over the collection or seizure of money in the account under enforcement proceedings, questions regarding debit and credit cards, and loan-related situations have become the most popular reasons for contacting the service.

“People-centricity in our service means putting the person first and foremost into every customer inquiry. This is the desire to understand the real need of someone who turns to us for help and find an individual approach to solving the problem,” said Sberbank financial ombudsman Yanika Baranova.

He explained that the service’s job is to take requests into account. In other words, if the bank has a mistake, they will correct it; if not, they explain the reason for the problematic situation to the customer as clearly as possible.

It was noted that in 25 percent of the requests, the bank’s decision was revised by the service. The bank also announced that this figure is 3 percentage points higher than in 2022. The service also reported that the solutions for most requests remain the same and that it is possible to find alternative ways to solve the problem.

According to the service, 63% of requests in 2023 were reviewed in less than 10 days. It was announced that this period also includes the period during which additional documents are expected from the client or any action is taken. Additionally, 23% of the requests were evaluated as between 10 and 20 days, and 14% were evaluated as more than 20 days.

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Source: Gazeta


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