obstetrician premiere tomorrow at 20:00 on ntv russian banks noticed the so-called unscrupulous practices. what is the scope of the process on what violations by financial institutions do citizens most often complain about, where the interests of people have become more difficult to protect due to sanctions, why an extraordinary transaction needs to be questioned more often, what is wrong with non-state pension funds, nothing is enough for the client to win the case at the bank, let's talk about it with the financial ombudsman yuri voronin. how do you assess the state of affairs in the country's financial market dynamics, say the last couple of years from the point of view?

consumer claims handling services against financial service providers. after all, the very concept of the service included uh in itself and uh, not just such an applied consideration of complaints, dispute resolution, but also through this uh, the mechanism of such a wet ball in the form of us to encourage u financial institution to building more civilized relationships with consumers succeeded. well, judging by the fact that the number of hits. uh, to us is gradually declining we believe it worked out. we we clearly see a downward trend. true, it’s not either unequivocally yes, and if with regard to insurance, well, and above all , auto insurance for osago is the main front of the service’s work. uh, that's over a sixteen percent drop. this is the year of the year. what about banking

disputes? unfortunately, a small 3%, but for microfinance organizations , on the contrary, we note an increase in applications and in what amount by 30%, by thirty percent by 30, so this suggests that there are different situations in different sectors of the market. but if we draw what is called the first c grade violations that cause particular consumer dissatisfaction, depending on the market sector. we take insurance, but this, of course, is not the fulfillment of the insurance obligation, or its fulfillment is not in full. that's all, as it were, obviously , the banks are more interesting there. that's what we're looking at in the first place is, well, 50% of the disputes and claims that consume consumer banks. this is consumer lending, and in consumer lending 70%. here are some of those appeals that go under this section. this is uh the insurance company says, that is, when the bank links the issuance of the loan. necessarily in

risk insurance it is impossible, but this topic by the way, it is still being actively discussed at the hearing. uh , how often this happens very often, because, uh, in exchange for the fact that a person agrees to insurance, the bank gives certain benefits on loans. it's interesting. uh-huh, consumer. this is also an element of imposition. that's how it perceives this kind of imposition, you can say e honestly well, that is, in exchange for benefits imposition, there they manifest themselves in a different and more sophisticated way, but, for example, uh, when you are offered the option that your bank will connect to the collective insurance system that already exists. ugh and indeed. the insurance premium itself is there, that is, the payment that consumers, that is, not so big, but for this service, well, you see, it’s not the most time-consuming. yeah, the bank takes. uh, three to four times that. the amount than the insurance premium itself

, and this, of course, is misleading, the second half is to lower - this is a transaction and all kinds of transactions. here people complain that the transaction was carried out without their consent in the case when people motivate and prove to us that they saw it. uh, the fact that the money is leaking from his account, he calls the bank. the bank is going through a long clarification on the phone and while this clarification is going on and the person is literally screaming that stop this transaction already there before milking it to the last absolutely. uh-huh , these are also appeals that do not take place in all categories of disputes. we have hmm the proper evidence base. so this is the main obstacle. yes of course, i i'll give an example. uh, the person is treated with the same imposed. yes, he says that they imposed a service on me, they did not explain my rights. and how

to check it? there is, uh, the consumer statement . uh, the bank's objection that none of that was legal. everything was fine my word against your water. the law does not provide today. uh, firstly, the obligation of the bank to keep, it is obligatory to record the reception of the consumer and our right, this record is required, we know that banks keep it. but uh since it's her duty to represent and the obligation to comply, then, they use it somewhere to their advantage, and where it is unprofitable, they write that the records were not like that with us, they are not quite fair to me. this is very unfair. the main thing is that this limits the possibilities for the protection of rights. i hope that there will be movement in this regard. that it is necessary to establish by law the obligation of the bank to keep, at least an audio recording of the consumer’s reception of the main types, so to speak, of the services they provide, so that both the supervisory authority represented by the central bank and our bodies have the opportunity

who consider disputes to request such a record and follow it correctly here. and here is the current situation. it affects the service in some way. well, it is clear that the country turned out to be difficult in the face of sufficient sanctions against us, and so on and so forth. uh, of course, this affects the market itself affects the size of the market on the execution. the obligations of his side are now a difficult situation, because it is connected with the fact that the main form that has always been promoted is the natural repair of a damaged vehicle, that it is difficult to in terms of supply of spare parts, but according to m-m. uh, directly in our competence in disputes, we do not believe that the sanctions have caused any impact on their number. no , this does not affect the specifics. yes, there were , uh, controversies. and now they appear, are being formed and, probably, will continue to arise, uh, which

are connected with the fact that, for example, our funds are frozen abroad. this arises insurance. uh, investment insurance, where u funds are invested a lot, well, in foreign instruments. but you know recently, in your hmm service , a list of unacceptable bank practices was published, and the name of the organizations themselves, in my opinion, was done for the first time. but in themselves these unacceptable practices. this is, uh, a ubiquitous phenomenon, or rather an exception to the rule, and we are unscrupulous for you. yeah, but to say that they are illegal. no , the complexity of this practice is that it is completely derived from the current norms of their law. unfortunately at this point in time, but its purpose is contrary. uh, a service task is a service task that costs

financial institution times. we saw this in not a single case, but in a group of cases we informed the central bank as a regulator? this means that this is no longer an isolated phenomenon, but a typical uh-huh and good practice. this is a typical phenomenon for a particular sector of the financial market. we often cannot decide in favor of the consumer. at least, apparently this practice, because outwardly. everything was observed. well, the letter of the law was, although the spirit and say, but the letter was observed. but what we do. this is also our responsibility. this informing. uh, first of all, regulators. well take action. think about how this can be eliminated, including changing the legislation and informing the chambers of the federal assembly, but the regulator has the opportunity for the legislator, based on our information on the specific cases that we have considered, these practices eliminate the liquidation. and there are already such examples , the most typical example, when it was precisely our consideration of cases that made it possible

to adopt guarantee laws on the inadmissibility of debits from citizens' accounts. even citizens gave an acceptance for any write-off from his account. well, when they took out a loan, let's say that they agree to repay, that they will write off any amounts coming to his bank account. well, even despite this , protection was put on social payments, which are now especially common. and now everyone is covid with covid cases and in connection with conscription cases it is definitely important, especially for families, as a source of income. this is the digitalization of the financial sector. it makes the rights of citizens more protected and vice versa. by your man, of course, on the one hand here, but we all use, well, the mobile phone application, yes, the mobile banking application is called yes, they quickly paid. well, it's convenient. well, what are you talking about, but convenience comes with increased risks. this

is also obvious, absolutely real, when you don’t have to go anywhere with your legs, and the risk grows, yes, it turns out it grows, because they can’t identify that it’s you who came? uh-huh, what did you do, more than an expression that was declared. unfortunately, uh, the service possibilities that everything digitalization. they are the same used scammer in this very skilled people. here are a few things that were quite interesting, both with us and with the courts. when, for example, a transaction is carried out at 4 o'clock in the morning, well, it seems that there may be such a situation, but this is not typical because the bow has the ability to check everything i have there. as i transfer money to some not atypical account unknown to the bank there. i get a robocall all the time. confirm whether you have done this here banks could play a more active role, namely, questioning the transaction when it occurs these are very unusual

conditions, or in relation to people of age, because it is clear that pensioners are most easily misled. and it's best to ask again. it's ok. let the robot call him or the employee ask the experienced god does not always protect. that's how we think banks operate, uh, to the best of their ability. if it is given by the case to establish there, we have this kind of controversy. they are correct transactions too we bet on protecting the interests of the consumer. during our conversation, you have already made a couple of remarks about what the service of the financial ombudsman lacks. to summarize, what can be the most important. well, i would say that we have enough of everything and enough work and enough authority. uh not enough people we protect there. e over, where formally the non-property claim or amount you have in mind. here is an extension of the competence of the mandate so that more

people can get in. here is our defense to raise the limit of 500,000. there is at least 1.000.400 expand the ability to claim that there is not necessarily property for any claim related to the activities of the organization to admit. uh, although these are not technically consumers, but investors, but ordinary people use it. uh, i mean brokerage, that you could appeal against the actions of the broker related to investing your money. this is especially true now. eh, you have developed a lot of brokers. of course, of course people. not protected here, maybe their gurus who constantly broadcast on the internet there, how to earn a million disputes for bankruptcy, include individuals within our competence. i mean, because today there is no structure that would be on the side of this person who got into a difficult financial situation and monitored. whether his interest in you is fully respected the procedures that are guaranteed for him by law. and we would like the evidence base to be expanded. here is what i said about the banks by writing the same thing,

for example. we have not touched on such a sector today. and we, too, are not engaged in them by state pension funds. here now we are waiting, and already the law in the duma is preparing for the second reading. i hope that vot will soon be accepted into this spring session, giving us the right to change the contract and which were concluded fraudulently, by deceiving the misleading of a person to return the money to where he was. uh-huh , we don't have one like that today. i hope how common this phenomenon is often enough. it was possible to bring the measures that were taken under some kind of framework, but they still take place, and the main thing is to return the person, his money, also with interest for illegal the use of his funds in order to stop these rights, but there is another thing regarding funds. there's also very much already understand outdated legislation. there are these so-called pension schemes, which also give rise to unfair practices that we see and discuss with the central bank . we signal

this . and it goes without saying that key positions must be approved by law so that people can see from of the law they give to the boat to the state pension funds, so we are talking about tools. uh-huh, and the point is that we could consider the circle of things more in such a simplified manner, as we did these today. and thank you very much for this conversation. thank you for your interest in our service. hello russia decades of science and technology ntv television company rosatom state corporation

presents a program on how science will change our lives in the next 10 years. i am vladimir antokhin. i am ekaterina shugaeva. through 10 years of vision problems will not be. but i would really like this, so i invited optimists who believe that in 10 years there will really be no problems with vision. this is emil issykgulyan neurosurgeon-golok doctor of clinical laboratory diagnostics. hello hello laboratory medicine. good evening, just a beauty, too, nothing. in general, at the end of the program, our guests are optimists, in 10 years there will really be no vision problems about the history of the treatment of eye diseases, our expert professor kapustin will tell