Download a complaint about the actions of the Savings Bank. What to do if ordinary complaints are powerless? Which complaint method to choose

Many residents of Russia are familiar with Sberbank: someone receives a pension or allowance there, others pay fines, others pay out loans, and so on. The services provided by the bank must be provided in full and with high quality. In case of violation of rights, the consumer has the right to complain about financial institution. Consider how and when you can write a claim to Sberbank.

What can I write a complaint about Sberbank?

In theory banking services should be carried out quickly, efficiently and legally (the client pays money for this). However, in practice, everything is far from being the case: terminals fail, the staff cannot withstand the workload and breaks down on customers, contracts are drawn up contrary to current legislation etc.

Common grounds for claims are:

• Non-compliance of the terms of the loan agreement with the law.
• The demand for the return of fines, commission fees not provided for in the contract.
• The work of service personnel (they cheated, did not report an additional commission, hid the terms of the contract, etc.).
• Violation of enrollment deadlines Money(for example, the funds put on the card came later than the agreed date).
• Failures in the operation of mechanisms (for example, blocking the card without notifying the holder, damaging it by an ATM).
• Write-off of funds for services not provided for by the contract.
• Advertising mailings without the consent of the bank client.

Where to complain about Sberbank?

You can write a complaint against Sberbank of Russia to the supervisory authorities and the court if there are violations of rights in the field of banking services.

Structures involved in the consideration of appeals:

• Rospotrebnadzor is a body in the field of supervision over the activities of any institutions that provide services and sell goods. He has the right, upon application or on his own initiative, to conduct checks in relation to credit organizations. If violations are detected, an order is given to eliminate it and (or) a fine. You can file a complaint against Sberbank:
  • Through the website of Rospotrebnadzor by selecting the section "Send an appeal". It will be possible to write a claim both with registration in the ESIA and without it. In the window that opens, fill in the fields and click "Submit". Additionally, documents are attached that testify to the violation (claim, response to it, contract, receipts, etc.).
  • Through the post office. The letter should be sent to the address: 127994, Moscow, Vadkovsky per., 18, pp. 5 and 7.
• Central Bank. The Central Bank of the Russian Federation is the controlling, but not punitive body. For example, it is recommended to contact the Central Bank if Sberbank is in unilaterally changed the terms of the loan agreement (increased interest). You can file a complaint:
  • Personally during office hours or send a letter to the address: Moscow, st. Neglinnaya, 12;
  • IN in electronic format through the official website of the Central Bank.
• Prosecutor's office. If a citizen believes that a criminal offense has been committed against him, he can turn to the prosecutor for help. Complaints can be:
  • apply in person;
  • transfer through the secretary of the prosecutor's office;
  • send by letter.
• FAS (Federal Antimonopoly Service) is a body fighting unfair competition and advertising fraud. For example, you can file a complaint about an advertisement that is silent about essential condition loan agreement.
• The court is the last resort. The claim is accepted for consideration subject to claim procedure dispute settlement. In case of satisfaction of the stated requirements, all legal expenses are borne by the financial institution. The plaintiff also has the right to count on the recovery of non-pecuniary damage.

You can also write a complaint about the service to the higher management or to the head office of Sberbank. Each department has a leader who is responsible for his subordinates. In case of rudeness, the formation of a large queue or disagreement with the arguments of a bank employee, you can invite the boss. As a rule, they try to resolve small conflicts on the spot in order to avoid punishment from the head office.

Important: a complaint can be sent to the central branch of Sberbank by letter to the address: Moscow, st. Vavilova, d. 19. It will be possible to write a complaint to Sberbank via the Internet through Sberbank Online.

Claim to Sberbank - sample

When contacting in person or by mail, the claim is drawn up on a simple paper form (as a rule, this is an A4 sheet of paper). It does not allow emotional digressions, threats, humor, etc. Only the facts should be stated.

The complaint must include:

• Name of the credit institution, address, full name of the head.
• Complainant: full name, address, phone number.
• In the middle is written: "Claim" or "Complaint".
• The essence of the appeal: the circumstances of the case, the violated rights of the client are stated (everything must be supported by articles of regulatory legal acts).
• Required part. This section indicates what the applicant is asking for, the time to correct the violations committed and the requirement to communicate the results of the review.
• List of attached documents. This may be a copy of the contract, photos, testimonies, etc.
• The date the request was made.
• Signature and transcript.

Important: the document must contain the return coordinates and telephone number for communication. This is necessary to provide a response to the complaint, as well as to clarify the information of interest on the case.

Citizens can file a complaint on their own or contact a qualified lawyer. Lawyer consulting on the basis of universities provide free help or at the lowest price.

Deadlines for consideration of applications

Mainly for consideration credit institution given 10-15 days. If the situation calls for additional checks, then the period is extended to 30-45 days. However, in this case, the person who applied must be notified of this decision. The time for providing a response begins to run from the moment the bank employee receives the claim. For example, a complaint was sent on October 12, and registered as an incoming document on October 25. Thus, the countdown starts from 25.10.

How to write a letter to Sberbank Online?

You should write a complaint to the claims department of Sberbank. His key role- consideration of appeals and provision of answers to them. A convenient way for a modern person is to apply via the Internet.

Consider how to write a letter to Sberbank Online:

• at the top of the page, click Feedback»;
• select "Private clients" if the claim is submitted by an individual;
• indicate the purpose and reason for the appeal, personal data, telephone number for communication;
• state the essence of the matter;
• click "Submit".

Thus, one can complain about Sberbank both to the higher management, and to the supervisory authorities and the court. There are several options for filing an appeal: in person, by mail, by e-mail, via the Web. The bank is obliged to consider the claim and provide an answer in due time (positive or negative).

Good afternoon. I have been your client for the past few years. Firstly, I would like to change the branch of Sberbank, located at the address: Moscow, st. Marksistskaya, 9, Additional office No. 9038/01677, in which I am currently served under the Sberbank Premier program, and, accordingly, change my personal manager, despite the fact that this branch is located nearby for me. Initially, I was pleasantly surprised by the competence of the personal manager of an employee of this department named Rustem, who is always a friendly, professional employee. This positive attitude and Rustem's knowledge made Sberbank a bank close to me, all issues (local and global) were always resolved promptly, and most importantly, they were resolved. Then the manager changed, she became a girl named Daria, who didn’t hear a single competent answer for any questions on which I turned to her, or she constantly turned to colleagues for help, it got to the point that I Sberbank Prime Minister of the branch contacted Additional Office No. 9038/01677 once out of ten visits, tried to contact any of the employees of Sberbank Premier, but not Daria, because. she does not have sufficient elementary knowledge, as well as does not have the skills to communicate with people. In particular, it was necessary to pay for the Goods by payment order to VTB24 bank, so Daria could not cope, she took me to another employee, however, the payment was made with errors on the part of Sberbank employees, the money was returned after 5 days and I had to conduct this through a third-party bank banking operation. Well, okay, I thought that I didn’t have a personal manager, we’ll live without him. On October 31, 2017 at 19:25 he applied in an electronic queue for the withdrawal of funds in the amount of 500,000 (five hundred thousand) rubles. I was served, they gave me the same amount at the checkout. After the issuance of money at about 19:30, the following problem emerged - it was impossible to leave Sberbank, a group of people clustered at the door - clients, in the amount of 5-7 seven people, the door was closed, iron blinds (roller shutters) were lowered. Until all customers were served in this branch, the door was not opened for us, the roller shutters were not lifted. For 20-25 minutes, we had to wait for the closing of the branch in order to leave the bank together with the bank employees and the rest of the visitors of this branch. I think this situation is absurd and unacceptable, but if the management of the branch “educates” us, the bank’s clients in this way, then these experiments had their effect - Additional office No. , in addition, I will also consider whether I should go to VTB 24, which is also located next door. At the same time, I was an eyewitness to the showdown between the head of the branch (woman) and the bank employees, these feuds were probably not intended for my ear, but nevertheless, this only says one thing, that the head of the branch does not have organizational skills, and the team simply does not perceive her as their own. chief. Nevertheless, we, the people in Russia, apparently at the genetic level are ready to endure and not react to such trifles, and if what happened the next day had not happened, then I would not have turned to you. On November 1, 2017, an incident happened, after which I decided to write a real letter to the management of Sberbank. I needed to withdraw 400,000 (Four hundred thousand) rubles from the card. Seeing the line at the cash desks, I went to the Premier Sberbank and turned to the girl who was in splendid isolation in a glass office (not Daria!), posing as a client of the Prime Savings Bank, with a request to help me withdraw 400,000 (Four hundred thousand) rubles. I turned to her politely, but in response I heard a jerky: “Oh, did you order this amount?” Without introducing herself, without knowing who turned to her, without offering to sit down, this bank employee (later found out, from her words, her name is Kulibina Alina). I tried to explain that this amount is by no means large sum , so why should I order something in advance, he also explained that yesterday I was charged a large amount at the regular checkout of this branch without any questions. But, the manager of the Sberbank of the Prime Minister did not even want to listen, with the words that such money must be ordered in advance ... Then, succumbing to the destructive position of Alina Kulibina, I asked how I could change this branch to another branch (in terms of servicing the Prime Minister of Sberbank), to which she kindly replied, that "call the hotline and change this department to another." It's so easy, it turns out that Sberbank (employees) can lose their customers. Instead of first finding out what the client is dissatisfied with, finding out the client’s wishes and trying to help him, especially since the situation was not particularly difficult to resolve, the manager of the savings bank can discourage the desire to be served not only in this branch, but also in the savings bank as a whole. Then I proceeded to the regular cash desk of the same branch, taking an electronic queue coupon, and without any problems received the amount of 400,000 (Four hundred thousand) rubles I needed at the regular cash desk, where no one told me that such a large amount (?!) had to be ordered in advance. I wanted to leave my review in the book of wishes for good luck and reviews, the girl at the coupon issuing machine kindly suggested where this book was located, but when I took the book, opened it and still wanted to write what I think about this department, the same "girl with pigtails" literally pulled this book of complaints out of my hands with babbling incomprehensible phrases, they say why, now they will come to you, they will help ... Nobody approached me, but in my opinion, it’s not me who needs help, but this department, like assistance in organizing and conducting educational work in terms of the procedure for communicating with clients (people). In addition, I have a question for the management of Sberbank - is the Sberbank Premier program a tick, a tribute to fashion or compliance with competing banks? Or is it some kind of customer convenience, some privileges, saving time? I have this kind of situation in this branch in the Sberbank premiere - not for the first time, I decided to contact you anyway, it's better than just and silently leaving for another bank. I still don’t understand for myself what kind of program this is, if the managers of the Sberbank Premier do everything to drive such clients away from themselves, either they don’t want to work, or they can’t, or the higher management gives such an installation. And another question, is the amount of 400,000 (Four hundred thousand) rubles really a large amount? Requiring a pre-agreed application? And, even if this is the case, shouldn’t managers first of all try to resolve this issue as a model of behavior, telling the client, “sit down, now I will contact the cashier, find out about the availability of this amount, or about the availability of the amount of which we can issue ". Maybe I'm wrong about something, then I will correct myself, because we are all people, and mistakes are common to all of us. If you consider that there is a lack of professionalism of the employees of this Additional Office of the Savings Bank, including the head of the Additional Office, I ask you to carry out appropriate educational work. And for such employees of Sberbank as Rustem (I don’t remember his last name), many thanks !!! Once again, I ask you to suggest how I can change the Sberbank branch and my personal manager. Sincerely, a Sberbank client (using the benefits of the Sberbank Premier program in nine to ten times).

Bank customers have full right defend their civil rights and write complaints in the event that such violations are encountered.

Sberbank is rightfully considered one of the most proven, stable and reliable banks Russian Federation. Naturally, the total number of violations of normative acts, and even more so of legislative ones, is a rarity here. Even in comparison with banks that have commercial basis. Nevertheless, bank customers have every right to defend their civil rights and write complaints if they encounter such violations.

First of all, you can always complain to the direct management of a particular bank branch or the bank as a whole. To do this, it is enough to state the essence of your claims in a simple form as clearly as possible. You can send them in writing to the head office of Sberbank of the city where you live. Keep a copy of your complaint just in case. Sometimes this “feedback” helps to achieve the expected changes.

Where to complain about the service at Sberbank?

If you are not satisfied with some aspects of the service at Sberbank of Russia, complaints about this can also be sent to the Central Bank, which acts as a supervisory authority, whose duties include strict control over ensuring that all banks operating in the territory of the Russian Federation, acted within the law. Take into account that central bank The Russian Federation will consider only such applications that relate to real violations of legislative norms and acts. If you do not have sufficient legal knowledge regarding banking Before filing a complaint, be sure to consult with lawyers on this issue.

How to complain about a Sberbank employee?

Sberbank is a huge structure, which, of course, is not able to vigilantly monitor the actions of each of its employees in a particular situation. However, some bank employees can indeed behave extremely incorrectly towards customers. And this must be fought. In order to complain about an employee, first of all, contact the head of the department or branch of Sberbank. Try to explain as accurately as possible what the essence of your claims is. The manager will definitely take your complaint into account. And if the leadership of a particular department is professional enough, the boor will surely be punished. It is important that your complaints are substantiated, understandable and adequate.

How to write a complaint letter to Sberbank?

You can also file a complaint against the actions of an employee of Sberbank or the bank as a whole in writing through the “complaint book”, which is located on the official website of Sberbank of Russia. You can find it on the main page of the site in the upper right corner. All complaints received through the site are processed at the level of the head office of the bank. Here you can pay attention not only to the behavior of employees of a particular department, but also to the quality of service in general. Always indicate in your letter which department of which city you are talking about, state the information with facts and try to avoid unnecessary emotions. Otherwise, your complaint simply will not be considered.

Sberbank is one of the largest credit organizations in Russia. As part of protecting their own interests and rights, users may file a complaint against Sberbank.

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Common reasons are related to the lack of bank staff:

• customer focus;
• professionalism;
• responsibility;
• competencies;
• loss of user data;
• operational errors.

Protection of rights will have to be ensured on their own and by all means available to consumers of banking services.

What complaints can be made

You need to write a complaint to Sberbank immediately if a conflict situation arises. There are several ways to do this:

• application in writing;
• electronic appeal;
• a call to the contact center of the bank's hotline to the number 88005555550 in the Russian Federation or 84955005550 - for an international connection;
• a request to external authorities supervising the work of credit companies.

In the bank branch, a special form of forms is used for users. It must be provided upon request. The complaint is written in the name of the head of the office.

Dissatisfied with the service in Sberbank

In case of violation of the rights of potential or existing customers, a complaint can be filed against Sberbank of Russia with regulatory organizations. To do this, you need to understand where to go to different situations. These issues are dealt with by:

1. Central Bank.
2. Roskomnadzor.
3. Rospotrebnadzor.
4. Antimonopoly Committee of the Russian Federation.
5. Prosecutor's office.
6. Police.

central bank

This institution supervises the activities of all credit and financial institutions banking sector on the territory of the Russian Federation. The address regional office to submit a written application to the SB. The Internet reception of the Central Bank operates online.

There are a number of rules for electronic requests:

1. Only correctly completed forms will be accepted for consideration.
2. The maximum size of each application does not exceed 15 thousand characters.
3. Can not use:

• deviant statements;
• advertising of any nature;
• incorrect vocabulary;
• unreadable text (no spaces, set in capital letters, Latin);
• incorrect or inaccurate information about the applicant.

It is up to the client to decide where the response from the Central Bank will be sent: to an e-mail or home address.

Roskomnadzor

The service scrupulously monitors the work of all companies in the region information technologies(IT), mass communications (QMS) and communications. It also accepts claims related to violation of the law governing the use of personal data. Citizens can make a visit to Moscow. The organization is located in house 7 on Kitaygorodsky proezd.

A personal visit is possible upon presentation of a passport from 17:00 to 19:00 on Thursdays. Information on the procedure for receiving private, legal entities and consideration of applications is specified upon request by e-mail or by phone 84959876800. The company has an official website.

Rospotrebnadzor

The organization monitors compliance consumer rights in all areas, including finance. You can contact the company by phone or at writing. Claims are accepted by calling 88001000004 on weekdays from 10:00 to 17:00. The lunch break lasts from 12:00 to 12:45.

If the user decides to write a claim to the bank via the Internet, you need to follow the link to send an authorization letter through the State Services portal. The second option allows you to apply directly.

Antimonopoly Committee of the Russian Federation (FAS)

Here are the requests related to:

• with coercion to use the services of an insurance company by a bank;
• consumer misinformation (for example, when a bank advertises credit programs at a rate of 13%, and upon registration it turns out that the figure is 29%);
• refusal of examination when the study is conducted in a company that is not included in the list of recommended organizations.

Court and prosecutor's office

When the usual methods of resolving the problem did not help, it remains to go to judiciary. Before writing a statement, it is worth collecting all the evidence that the plaintiff's issue remains unresolved. These include call numbers and bank responses.

In the case of a visit to the prosecutor's office, you need to contact the regional division. When leaving a request, it would be useful to clarify that the client is not protected legally and he needs the help of law enforcement agencies. Protecting the consumer from illegal actions of the bank is the responsibility of the employees of the organization.

Police

The grounds for the client's appeal in this case may be different. If the user's personal data is disclosed, and he is called by a number that was not provided to the bank's specialists, there is every reason to contact the police unit.

Dissatisfied with the work of a Sberbank employee

If the cause of dissatisfaction was the incorrect behavior of the bank manager, the erroneous operation or the imposition of services, you should write an internal claim. Many users are concerned about where to complain. There are several ways to do this:

1. Write a request on the official website.
2. Contact the contact center hot line).
3. Make a written complaint, then send the form by e-mail or return the form to the department where the employee works.

Attention! Whichever option is used, the bank is obliged to send a response to the request, as required by the regulations. The results of the verification must be received by the applicant within the agreed period.

Sample Complaint

Registration takes place according to the same algorithm of actions:

1. Describe in detail the situation that caused the dissatisfaction that occurred in the bank.
2. Be sure to indicate the date of the operation, its number and the names of the employees who performed the service.
3. List the requirements to be met by the bank.
4. Don't be judgmental or use incorrect language, instead describe the facts concisely so that it becomes clear that the consumer's rights have been violated.
5. At the end of the form, put the signature, date and transcript of the signature.

Important! In addition to making a written request, Sberbank employees are required to provide the user with a review book. There you can duplicate dissatisfaction or make a proposal to improve the quality of the bank.

How to file a complaint online

In Sberbank, customers are invited to write a complaint on the Sberbank website using the “Feedback” option of the official website:

1. For individuals the section "Private clients" is selected, the purpose and reason for submitting the application are indicated.



2. Next, fill out the text of the application to the bank.





3. If this is not a primary request, you must indicate the number of the previous application. Check the accuracy of the entered data and click "Submit".

The review takes approximately 30 business days. However, often due to the large amount of work, the period significantly increases. Many of the problems associated with conducting financial transactions cannot be solved immediately. This is explained by the limited powers of Sberbank managers.

Poll: Are you satisfied with the quality of services provided by Sberbank in general?

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File a complaint by phone

A hotline of Sberbank of Russia has been created to inform, solve problems and provide advice to the client. FROM mobile phone here you can dial 900 or 88005555550. For an international call, enter +7 495 5005550. In the contact center, operators will help clarify:

1. Necessary information on banking programs and products, which include deposits and plastic cards(debit cards, credit cards and payroll instruments).
2. Details of the latest financial transactions held on bank accounts.
3. The procedure for urgent blocking in case of card theft or loss.
4. Conditions for disabling mobile banking.
5. Algorithm for setting up safe plastic services for traveling abroad.
6. Methods for filing a claim against bank employees, if necessary, will record the client's appeal.

You can contact support around the clock.

Written complaint to Sberbank

To organize the flawless and uninterrupted functioning of all branches of the largest financial company not always possible. When searching for employees, serious admission criteria are used for each of the positions, but such a measure does not completely exclude the presence of shortcomings in a potential employee of Sberbank.

If the manager has shown incompetence, incorrect attitude or unprofessionalism, you should leave a complaint against the head of the Sberbank office. This will be enough to resolve the issue. Maximum term consideration of complaints is 180 days.

Everyone may be faced with the need to write a complaint to Sberbank due to unsatisfactory service, delays in processing applications, etc. But it is also worth knowing where to complain about the institution itself if it violates the rights of the client.

There are several ways to file a complaint with a client for poor-quality service. Faced with inadequate or boorish behavior of an employee, illiterate advice, etc., it is better to point out this fact to his immediate supervisor in the same department.

Where to go

If it is likely that he will not take appropriate measures, you can contact the head office by:

• a claim to the bank through its official website;
• call to the Contact Center;
• by e-mail or regular mail a letter of complaint to Sberbank (a sample is not needed in this case, everything is described in any form);
• negative feedback on sites where consultation and interaction with customers takes place.

A complaint against a Sberbank employee is not considered particularly important, therefore, it is more likely to receive a standard response about taking action and punishing those responsible, which will not be easy for a client to check.

Write a complaint to Sberbank on the website

If the problem concerns the quality of information provision, the operation of certain services and services, card maintenance, incorrect calculation of interest, an outdated balance, etc., it is better to file a claim on the bank's website. This happens in stages:

• Go to the site in the "Feedback" section.
• Fill in the fields of the form: section (cards, deposits, loans, Internet banking), service region, place (branch number, ATM address). In a special field, describe in detail the reason that prompted you to write a claim to Sberbank on the official website. In order for the problem to be solved sooner, it is better to specify: enter the date and time, indicate card or contract numbers, amounts or parameters. If the dissatisfaction is caused by the work of the services, describe which functions or services do not work or display the situation irrelevant.
• Write down your details: last name, date of birth, telephone number. If necessary or optional, it is permissible to enter passport data.
• Choose an option to receive a response: email address or call to the given phone number. You can also request to send a response by mail, for which you must specify the delivery address. This option may be required by the court. Sometimes lawyers recommend writing a claim in order to get an official answer on the problem.
• Indicate if there is a need to receive information about the status of consideration of your application.

As you can see, the procedure is not difficult. As practice shows, the answer always comes. First, the client is informed about the acceptance of the application for consideration, and subsequently - about the solution of the problem.

Claims of clients are considered in a short time, but they are not always satisfied with the answer.

Supervisory authorities - who to contact?

There are situations when one documentation Complaining won't be enough. If the client is faced with a violation of the rules of service, fraud, imposition of services, illegal calculation of the rate, etc., it is necessary to complain about the institution itself.

Authorities

There are many instances for appeal today, but it is worth choosing based on the problem and the zone of their jurisdiction:

• A complaint against Sberbank to the Central Bank is filed in case of gross violation of the law and service rules. In this case, it is necessary to indicate specific articles, therefore it is worth writing an appeal together with a lawyer.
• IN Rospotrebnadzor can be applied for the following reasons: refusal to early repayment loans, imposing insurance, changing the terms of the contract on your own, transferring debt to collectors without notice, refusing to conduct legal proceedings at the client’s place of residence.
• The Prosecutor's Office is contacted in case of violation of any rights, norms of laws, as well as for all the reasons indicated for Rospotrebnadzor.
• IN Antimonopoly Committee recommend filing complaints against Sberbank of Russia if it forces you to apply to a specific insurer or appraisal expert, which violates free market competition. You can also apply here due to the fact that the information indicated in the advertisement does not correspond to the real facts.
• To the police - if personal information about the client fell into the wrong hands or the appeal from employees occurs through contacts that were not provided to the bank.

In some structures, there is a function for sending claims for the work of credit organizations online. To do this, you need to find a form on the official resource and fill it out. It is worth remembering that it is better to confirm all words with facts, and therefore enlist documents, checks, photographs, etc.