The ombudsman service of Sber tracked and analyzed a large volume of customer concerns, handling 8.1 thousand inquiries in the year 2023. This summary comes from the bank’s press service and reflects the service’s ongoing effort to listen to customers and resolve their issues.
Within those inquiries, disputes surrounding money collection or seizure in enforcement proceedings, questions about debit and credit cards, and loan-related situations emerged as the most common reasons customers reached out. These themes highlight the everyday financial challenges people face and the importance of clear, fair processes when banks assess and respond to requests.
“Putting people first in every customer interaction is the core principle of our service,” stated the bank’s financial ombudsman, Yanika Baranova. “This means seeking to understand the real need behind each inquiry and offering a personal approach to solving the problem.” The emphasis on human-centered service guides how requests are evaluated and addressed.
Baranova explained that the service is designed to reflect and correct the bank’s actions when a mistake is found. If an error is not present, customers still receive a straightforward explanation of why a particular outcome occurred, ensuring transparency and understanding.
In 2023, the ombudsman service revised its decisions in about a quarter of the requests, marking a three‑percentage-point increase from the previous year. The announcement also noted that most solutions remain consistent across cases, with the option to explore alternative methods to resolve issues when appropriate.
According to the service, 63 percent of inquiries were reviewed in under ten days, a timeframe that encompassed periods when additional documentation was awaited from the client or when any required action was underway. About 23 percent of inquiries were assessed within ten to twenty days, while roughly 14 percent required more than twenty days to reach a resolution. This distribution reflects the balance between timely responses and the need for thorough review in cases that demand extra checks or information.