Organization of the Bank of Russia’s work with complaints from consumers of financial services
- Authors: Isaykina N.M.1, Zakharova A.A.1, Shmakova A.N.1
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Affiliations:
- Derzhavin Tambov State University
- Issue: Vol 6, No 2 (2022)
- Pages: 384-395
- Section: Economics and Management
- Published: 22.01.2026
- URL: https://journal-vniispk.ru/2542-2340/article/view/372434
- ID: 372434
Cite item
Abstract
A study was conducted to examine the interaction between the Bank of Russia and consumers of services in the financial market. The analysis of the dynamics of complaints shows an increase in the number of appeals in April 2020. In order to reduce them, the Bank of Russia keeps records of appeals on the parameter “Assistance to the Complainant” and implements the project “Complaint as a Gift”. Analysis of products with the most frequent complaints can be used by organizations to improve the services provided.
About the authors
Nataliya M. Isaykina
Derzhavin Tambov State University
Author for correspondence.
Email: natalyaisaikina@yandex.ru
Student of Economics, Management and Service Institute
Russian Federation, Internatsionalnaya St., 33, Tambov 392000, Russian FederationAlina A. Zakharova
Derzhavin Tambov State University
Email: Elia.zaharova2012@yandex.ru
Student of Economics, Management and Service Institute
Russian Federation, Internatsionalnaya St., 33, Tambov 392000, Russian FederationAnastasiya N. Shmakova
Derzhavin Tambov State University
Email: Shmakova.nastencka@yandex.ru
Student of Economics, Management and Service Institute
Russian Federation, Internatsionalnaya St., 33, Tambov 392000, Russian FederationReferences
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