The Ombudsman service at Sberbank has operated for six years, and its impact is measurable across several key areas.
Over time, the service has reviewed more than 50,000 customer requests and revised the bank’s decisions in 27 percent of cases. It’s important to note that most revisions occurred not because the bank erred, but because customers initially provided only partial information or missing documents when first contacting the bank.
The team also works proactively to boost financial literacy. Since 2019, a series called Ombudsman’s Tips has been published in the Sberbank Online app and on the website. These videos explain common customer problems and outline practical solutions in clear terms for users to follow.
Another focus of the Ombudsman service is internal support. It assists not only customers but also Sberbank employees who encounter unusual situations at work, including conflicts with leaders or within teams. The service helps to resolve these workplace issues as well.
When the Ombudsman service began, there was mention of direct reporting to the bank’s head. This is accurate because it ensures independent verification of customer requests and allows decisions that may differ from prior internal ones. The service engages with both individuals and micro and small businesses. Customers who disagree with the bank’s initial response can turn to the Ombudsman for a thorough and objective review.
Typically, how many applications are processed each month, who handles them, and what issues are most common?
On average, the team processes about 750 requests monthly. Most inquiries come from individuals, with women applying more often than men. In the past year, the most frequent complaints related to debt collection and issues with debit and credit cards.
One example concerns the remote service channel. In rare cases a customer forgets to collect cash from an ATM. To minimize the financial impact, the bank developed a system that gathers, recalculates, and credits the customer’s account after a certain period. In exceptional cases, the remaining cash may be taken by the next ATM user. If a current user makes a transaction with their card, they can be identified as a bank customer. In some situations, experts identified the person who took the money, negotiated with them, and ensured the funds were returned to their rightful owner.
The Sberbank website notes that the average processing time is 30 days. Is the reality faster?
When the service launched, the aim was to complete most requests within 15 business days. Some cases may extend up to 30 days if they are complex. In practice, 75 percent of applications were resolved in under 10 working days in 2022. This period covers the expert’s review as well as any waiting time for additional information or documents from the customer.
What principles guide the Ombudsman’s work, and whose side is favored?
Objectivity, independence, and fairness guide the process. If an error is found on the bank’s side, it is corrected. If a thorough review shows that the customer’s request cannot be met, the decision is explained in detail to the customer.
It’s essential to recognize that many clients contact the Ombudsman after receiving a bank response they do not accept. Building trust from the first interaction is crucial. The service continually seeks to improve processes and share best practices that meet and anticipate customer expectations. After a case is closed, customers often praise the specialist’s competence, personalized approach, and fair decision.
Has the Ombudsman’s presence reduced the overall number of bank-customer disputes?
The primary goal is to resolve disputes before litigation. Fewer than 0.5 percent of clients pursue court action after engaging the Ombudsman. The accuracy and fairness of the service’s decisions are supported by judicial practice. Across the bank, requests have declined, though many factors influence this trend. The efforts of bank claims departments, along with product and IT teams, play a significant role in preventing problems and addressing customer needs. This is especially true for micro and small business clients, where calls to the Ombudsman have fallen year by year and now occur only a few times monthly.
Have the Ombudsman’s work prompted changes in bank processes?
Customer feedback is a valuable source for improving the experience. When a pattern of issues is identified during case reviews, the relevant departments are informed to implement corrections. For instance, in 2020 fraud attempts linked to so-called brokers were detected and shared with cybersecurity and consumer outreach teams. The resulting safeguards helped prevent more than a billion rubles in potential damage that year.
Do disputes sometimes require third-party involvement or coordination with bank management?
In difficult cases, consultations occur with regional bank heads and, if needed, with other departments. Sometimes, solutions require involvement of federal authorities. As an example, a client abroad disputed funds debited by a bailiff that left the living wage below the subsistence level. Through remote collaboration with Government Services, the bank adjusted the situation and made the living wage funds available again to the client. Each case is approached with the aim of the most appropriate outcome for the customer, and thanks from clients have increased noticeably over the past year.