How to write a complaint to the VTB 24 head office

In what cases should you write a complaint?

In fact, there are no clear requirements for a precedent for filing a complaint - any claims, as a consumer, can be disputed by contacting the banking support service.
Of course, before sending a complaint, it is best to consult with the contact center and tell your problem - if this does not help solve it, you should think about contacting non-bank authorities. The most common complaints among VTB clients are inconsistent paid options, random debits from the account balance, and dissatisfaction with employee service (rudeness of branch managers or employees). All these and other reasons are mandatory for filing claims against VTB. Let's consider each of the authorities for sending complaints separately.

Where to go

Based on what violation the citizen wants to complain about, he can apply:

1. To the head of the department where his rights were violated, or to the head office.
2. To the Central Bank.
3. To the financial ombudsman.
4. To the Federal Antimonopoly Service (FAS).
5. To Rospotrebnadzor.
6. To the prosecutor's office.

Attention!
For a faster response, you can write a complaint to several institutions at once that are empowered to consider such requests! To address a complaint against VTB to several recipients at once, you can use this sample document:

Where to complain about VTB

The determination of the recipient of a complaint against an institution is carried out regardless of the specific bank.
The main goal that the client should be guided by is the competent written and oral presentation of the problem. Her decision, in turn, will depend on the individual details of the complaint. For minor problems, the easiest way to resolve the issue is by contacting the contact center or VTB head office. If the problem caused significant harm or the client’s losses were not compensated in any way after contacting VTB services, you need to protect your rights through other authorities.

Complaint to VTB

Sending a complaint is possible in two ways: a written complaint addressed specifically to VTB or third-party organizations or a personal appeal (by phone). Both options are suitable for those clients who:

• Has complaints about the quality of service and standards of behavior of employees (unjustified refusal to provide services or servicing, rudeness of employees, publication of false information on current services, etc.)
• I encountered violations in the procedure for working with my confidential data (disclosure of personal information, loss of important documents and transfer of them to third parties without the client’s consent)
• Dissatisfied with the quality of the service provided (any errors in the process of transferring funds (amount, recipient, etc.), violations in the procedure for preparing documents and agreements, non-disclosure of open information about the details of the service)
• Was deceived during the execution of the contract (forced signing of documents on services, deliberate changes in the clauses of the contract after certification by his signature)
• Became a victim of fraudulent employees (theft of funds from an account, sale of client information to other organizations, transfer of obligations to third parties, etc.)

Important! Each complaint from the above points is sent to a specific authority. Simply put, any complaint requires a preliminary analysis on the part of the client: it is necessary to determine the recipient, the form and the general topic of the complaint. Below are examples of reasons and methods for filing complaints with VTB:

To the hotline

Sending a complaint through the hotline is possible by calling the VTB number or contacting the contact center via the Internet.
Filing a complaint by phone can be divided into two scenarios: • The client deliberately files a complaint

In this case, the VTB client not only tries to solve the problem, but, refusing the help of a consultant on the hotline, sends an official request for consideration of the complaint. It is best to address such forms to the main office of the local region - it is the local management that is responsible for organizational issues related to working with clients.

• The client contacts the hotline specifically to solve the problem

In this scenario, the VTB client simply wants to make a complaint and resolve the problem after the call is completed. This option does not provide for the formal filing of a complaint with third-party authorities and does not carry legal force for further proceedings with VTB - the operator will simply try to offer optimal solutions (reissue the card, freeze the account, etc.)

On the official site

When sending a complaint through the official website, a VTB client must fill out an online form that describes in detail the essence of the problem, feedback methods (initials, phone number, etc.), additional screenshots or photographs of documents (if any) and the general reason for the complaint.
As a result, VTB will consider the claim and send a response within a few days - their response can be used as evidence in further proceedings with other authorities. The reason for contacting may be any problems related to the operation or maintenance of VTB. E-mails from the services are also attached to the case when sending a claim to government agencies (prosecutor's office, Rospotrebnadzor, etc.) - this will help prove guilt in court in case of illegal actions of VTB.

Complaint to other authorities

If the problem from the filed complaint was not resolved by VTB employees, the client should contact other organizations to protect their rights. It is best to send complaints with an official response from the management or management of VTB in hand - this way the authorities will be able to assess the overall involvement and attitude of the financial institution towards its client’s complaint.

Central Bank of Russia

As you know, all banks are under the direct supervision of the Central Bank of Russia - it is he who solves all problems associated with significant disruptions to work. However, not all complaints are considered by Central Bank employees - for this, complaints must meet several requirements:

• The essence of the complaint is a violation of bank secrecy or its disclosure to third parties;
• VTB employees grossly violate work regulations, refusing their services on an unreasonable basis;
• They hide valid information about their services in order to mislead their clients.

If a client’s complaint includes at least one of these three reasons, he needs to send a complaint to the Internet reception desk of the Central Bank. When filling out, the client is required to indicate the name of the bank, attach files (photo of the contract or recording of the conversation), and then describe the essence of the complaint in up to 5,000 characters. After sending, a response will be received within a few days to the contacts specified in the complaint.

Rospotrebnadzor

This institution considers the problems of VTB clients, i.e. any violation of consumer rights may be referred to its services. To submit, a citizen must go to the main website and leave an email with a complaint or call the hotline 8-800-100-00-04. The time frame for consideration of a complaint is quite long - from 10 to 30 calendar days from the moment the complaint is sent.

Roskomnadzor

Roskomnadzor accepts complaints related to the disclosure of confidential data about a bank client. This institution does not consider other issues. For help, you can call +74959876800 or the nearest department (bring an identification document with you). Reception hours may vary in each region - we recommend calling for more information.

Antimonopoly Service

FAS employees consider requests from bank clients only under certain conditions.
The most common example: complaints about forced insurance procedures or registration of additional services. Not every bank client knows that insurance for credit services is accepted exclusively on a voluntary basis - not a single bank has the right to impose insurance without the personal consent of their client. Also, forced cooperation with third-party organizations, be it insurance or financial institutions, is a gross offense - not only VTB employees, but also senior management are responsible for these offenses. The last common reason for filing a complaint with the antimonopoly service is the refusal to provide services under the terms of promotions and individual offers. For example, a bank conducted an advertising campaign to attract clients on favorable lending terms: when applying for this service, the bank client either received inappropriate conditions or was completely withdrawn as a candidate borrower.

To send a complaint to the front office, a bank client can go to an online resource with a printed statement or leave a letter with a detailed description of the problem in the mailbox at the entrance to the local department of the city's antimonopoly service.

Prosecutor's office

The prosecutor's office can help resolve the most important and serious complaints.
It is also worth understanding that sending a claim to the prosecutor’s office will entail a lengthy process with proceedings between the client’s side and the bank’s official defender. Many complaints to the prosecutor's office often continue to be considered in court - if particularly gross violations by VTB employees are proven, the protection of a competent lawyer will be needed. The most suitable scenario for sending a complaint to the prosecutor's office: a VTB client filed a complaint with the services with a clear decision in his favor, but the official response from the institution's management did not help in solving the problem. If there are no alternative options, you must contact the territorial prosecutor's office with a statement. All evidence of the bank’s inaction is attached to the application: the official verdict, letters of complaint and the essence of the complaint itself.

Court

Going to court is perhaps the most extreme way to resolve a problem related to a client’s claim.
A lawsuit carries enormous risks for the applicant - the defense will be more prepared, since VTB has hundreds of legal experts and lawyers on its staff. For this reason, you should only go to court if you are 100% confident in the judge’s positive verdict. If a VTB client has slight doubts about the success of his claim, it is best to withdraw the application. Firstly, the potential costs of litigation in the event of a defeat will fall on him, and the work of expensive lawyers can cost a considerable amount. Secondly, a lawsuit can be redirected to the victim at any time - in this case, the citizen bears the risks of administrative liability in the form of fines.

In order to competently prove his case at a court hearing, the applicant, represented by a VTB client, must at least first consult with a legal expert, and it is best to hire a reliable lawyer. Working in tandem with the defense will allow you to collect all the necessary evidence: recordings of conversations, printouts of official responses, scans of a letter of claim, contract numbers, payment receipts, etc.)

Association of Russian Banks

A short excursion for those readers who are not familiar with this organization: ARB is a non-profit organization.
It is not controlled by government agencies and was founded back in 1991. In essence, the ARB is a united community of banking institutions that considers complaints and claims against their members in a pre-trial manner. The work of the association is aimed at maintaining trust between the client parties and banking services. Sending a complaint to the ARB services is possible in three ways:

1. Send a registered letter describing the problem to the address: 121069, Moscow, Skatertny lane, 20, building 1.
2. Write an email to the official email address [email protected]
3. Register a complaint on the main website of the Association of Russian Banks using the link https://arb.ru/: at the very end of the main page on the right side there will be a “Feedback” menu - using it the client can leave a complaint with a personal email to send a response.

Financial Ombudsman

Also, on behalf of the Association of Russian Banks, financial ombudsman Pavel Alekseevich Medvedev can also accept citizen complaints - he considers claims related to serious violations of banking procedures, such as:

• Debt restructuring problems;
• Illegal accrual of interest when paying off a loan;
• Exceeding official authority and operating regulations of collection agencies;
• Adjustment of commissions for bank services;
• Unreasonable or unlawful demand from bank services for early repayment of the loan;
• Theft of funds from the client’s account and bank cards.

Important! Sending a complaint to the financial ombudsman is possible only after sending the complaint to the bank itself and the expiration of the 30-day period for its response.

To contact the financial ombudsman, you can use a registered letter by sending it to the address 107016, Moscow, st. Neglinnaya, 12. Pavel Alekseevich also responds to complaints via his email address,

Banki.ru

The Internet portal provides the opportunity to contact a bank representative by leaving a request with a complaint in the “Company Hotline” section.
In the window you need to find the name of a specific financial organization (in our case, VTB) and fill out an email using the form indicated on the website. Before sending a message, moderation of the Internet portal will ask you to register for feedback from the client. As for the timing and reasons for sending claims, there are no rules as such in this matter: usually the response from the Banki.ru website arrives within 1-5 days to the mailbox specified in the application. Problems that are relevant for discussion with VTB representatives on this website can be anything: from questions about freezing an account to refusal to restructure a debt. However, it is worth remembering that the resource itself does not have any legal force and its answers, as a rule, are strictly advisory in nature.

Central Bank

If the client was unable to resolve the situation through the management of VTB, then he can file a claim with the Central Bank, which is the regulator of the financial market. It can help in situations where banking laws have been violated. If the issue does not fall under the jurisdiction of the Central Bank, it can coordinate the client’s further actions by indicating to him the exact recipient of the complaint.

You can contact the Central Bank:

1. Call customer support.
2. By sending a registered letter by mail, or by delivering it to a correspondence collection point.
3. At a personal reception.
4. Via fax.
5. Online on the institution’s website through the Internet reception.

Through customer support

If we are talking about minor violations, and when contacting the Central Bank no documents or statements will be provided, then you can use the help of the regulator’s 24-hour customer support by calling (free for all residents of the Russian Federation).

If you can’t reach the operator, you can use another support number on a weekday. Calls to this number are paid, and their cost depends on the cellular network tariff.

By mail or through a correspondence collection point

You can send a written complaint to the Central Bank against VTB using one of the available delivery options:

• by mail, sending a letter to the address 107016, Moscow, st. Neglinnaya, 12;
• submit at the application acceptance point, which in Moscow is located at Sandunovsky Lane, 3, building 1. Citizens of other regions also have access to this method of contacting the Central Bank, and you can find out about the location of the nearest point on the website page https://www.cbr .ru/today/?PrtId=tubr.

At a personal reception

The Central Bank has opened public reception areas where bank clients can apply to protect their rights. In Moscow, you can come to the address Sandunovsky per., 3, building 1 if you have an identification document, but only after making an appointment by phone or.

Working hours with citizens: Monday – Thursday from 10.00 to 16.00, lunch break 12.30-13.30.

A complaint against VTB can be made using the following example:

By fax

A written complaint can be sent to the Central Bank via fax. For this purpose, the institution has allocated a special line where you can send a fax to the number or +7 (495) 621-64-65.

But if the client decides to use this delivery method, then he must make sure that the fax was received by the Central Bank (this can be done by phone).

Online via Internet reception

You can complain about VTB online through a special service of the Central Bank https://www.cbr.ru/Reception/. This is done this way:

• The topic of the complaint is determined, which briefly characterizes its essence.
• The proposed form is filled in with the correct data. It must indicate when using which credit product the described problem occurred, when it happened and succinctly state the text of the application, keeping within the allotted 5 thousand characters. You can attach electronic documents with a maximum volume of 12 MB to the form.

• Provide personal and contact information.
• Check the accuracy of the information provided in the online reception and confirm your desire to send the form to the Central Bank.

Important! The result of consideration of the claim and the speed of receiving a response from the Central Bank largely depends on how correctly and completely the information was presented.

Procedure for filing a complaint

The procedure for filing a complaint is regulated by the following legislative acts:

• Federal Law “On the procedure for considering appeals from citizens of the Russian Federation” dated May 2, 2006 N 59-FZ;
• Federal Law “On the Central Bank of the Russian Federation” dated July 10, 2002. No. 86;
• Federal Law “On the Protection of Consumer Rights” dated 02/07/1992 N 2300-1;
• Federal Law “On the Prosecutor's Office of the Russian Federation” dated January 17, 1992 N 2202-1-FZ;
• Federal Law “On Banks and Banking Activities” dated December 2, 1990 N 395-1.

For a more detailed study of the conditions for submitting claims, we advise you to contact the well-known legal portals consultant.ru or consult with a legal expert.

Application to Rospotrebnadzor

Any commercial bank provides financial services to the population. That is why the consumer protection law applies to its activities. According to this provision, the proceedings are conducted by employees of the Russian Consumer Supervision.

applications to Rospotrebnadzor free of charge in word format

A client of VTB 24 Bank has the right to write a complaint against the company to Rospotrebnadzor in the following cases:

• a bank employee revealed the secret of a client’s personal data,
• employees of the bank’s advertising department constantly call you and offer to purchase this or that service,
• employees of the bank's credit department are forcibly asking you to purchase insurance,
• after the conclusion of the contract, its terms were changed without prior agreement with the client,
• the loan agreement was sold to a collection service illegally.

Rospotrebnadzor accepts both oral and written requests. To talk about your problem, just call the organization’s hotline. If the issue is serious, it is best to submit a written complaint. To do this, you can use the official website of Rospotrebnadzor https://www.rospotrebnadzor.ru.

If remote solving the problem does not suit you, you can personally visit the territorial branch in your region.

Remember! Based on the Civil Code of the Russian Federation, a complaint against a commercial bank to Rospotrebnadzor will be considered within thirty days. If a detailed investigation requires an increase in time, the structure’s employees will definitely notify the applicant in writing.

Recommendations

The best algorithm for filing a complaint with VTB is as follows:

1. We contact the contact center and share the problem: if the bank’s support did not help in any way, we record a recording of the conversation.
2. We file a complaint through the official VTB website: if you are not satisfied with the answer, save it for further proceedings with government agencies.
3. We forward the complaints to the competent authorities, supporting them with an official response from the VTB service: if their verdict did not turn out to be useful, we attach it to the general folder of documents regarding the complaint.
4. We write letters to the ARB and the Central Bank indicating all past responses from the management of VTB and government agencies: if the result is not achieved, we again print out the official responses and prepare a claim.
5. The last stage: protecting your interests in court: draw up a claim with evidence in the form of all past letters in response to your complaints and wait for the court hearing, having previously secured the support of a lawyer.

How to file and where to file a complaint about inappropriate behavior of a VTB Bank employee

Some of the reasons for writing a complaint to VTB Bank are unlawful actions on the part of employees: inappropriate behavior, incompetence, rudeness.
The filing of such claims is standard. The only thing that needs to be indicated additionally is the name and position of the employee who committed the offense. Written statements regarding such offenses must be made to the director of the unit or department in which the person works.

Complaints are also accepted:

To obtain the most positive response to a complaint against VTB Bank or an individual employee, it is necessary to take a responsible approach not only to drawing up the complaint, but also to its argumentation. To get not only an answer, but also to be sure that the employee understood and realized the error, you should contact management directly. In this case, the client can be as confident as possible that the bank responded to the complaint and took action not only regarding the individual employee, but also the work of the entire department as a whole.

There are enough reasons to write a complaint against a financial institution, as well as ways to resolve these offenses. Experts recommend that issues of this kind be resolved primarily at the level of bank management. If the dispute is not resolved, you must contact the appropriate services. The authorized bodies are obliged, if the complaint complies with the regulatory documents, to accept the act for consideration and make a decision on the case within 30 days from the date of filing (if there are no other deadlines in the complaint).

Financial Ombudsman

In most cases, clients are not satisfied with the methods that debt collectors use when collecting debts. But failure to comply with the law regulating such activities is a reason to file a complaint with the financial ombudsman, Pavel Alekseevich Medvedev.

If VTB specialists work to collect loans in clear violation of current legislation, and the head office or branch ignores the requirement to punish violators (at least 30 days have passed since the collapse of the bank), then the borrower can complain to the ombudsman:

1. In writing by mail (107016, Moscow, Neglinnaya str., building 12) or by email or [email protected]
2. At a reception, which takes place in the capital at the address Sandunovsky Lane, building 3, building 1. Working hours with citizens: Monday to Thursday from 9.00 to 17.30. On Friday there is a shortened day - until 16.00. Clients living in other regions can contact their territorial divisions. And in order for the document to reach the recipient, it should be placed in an envelope and signed by the “Financial Ombudsman”.
3. Online at https://arb.ru/b2c/abuse/form.php.

You can get information about the stage of consideration of the claim and the final result by phone.

VTB 24 service complaint: reasons and sample

You can complain about an employee for the following reasons:

• Rudeness, bad service.
• Sale of additional services.
• Actions that violate the client's rights.

Such a request is sent to the head of the branch; VTB Bank promptly reviews 24 complaints locally.

In general, a complaint can be written against the VTB 24 branch in the following situations:

• The disruption of the electronic queue led to congestion, confusion, and long waits.
• The staff were unable to give a competent answer to your question.
• We managed to get a ticket at the end of the working day, but were refused service.
• Problems associated with the work of the department.

You should file a complaint with your manager at the central office if:

• No decisions were made on the appeal.
• A formal response to the complaint has arrived.
• Problems with department management.

A complaint is filed against VTB Bank with the Central Bank for the following reasons:

• Violation of the terms of the contract.
• Refusal to withdraw money from a personal account.
• Similar violations.

A complaint against VTB 24 can also be written to the Ministry of Internal Affairs - the police for the following reasons:

• The employee offers to solve the problem for personal compensation.
• Requirement to provide paid certificates not required by law.

You should file a complaint about illegal actions with the prosecutor’s office if the following situations arise:

• Night calls and threats.
• Writing off funds without knowledge.
• Other similar violations.

A complaint can be filed against VTB Bank in court when:

There is a need to collect compensation payments.

A complaint review may be left at FAS for the following reasons:

• Intrusive demands to buy insurance, get a credit card, and the like.
• Deception in advertisements.
• Not all conditions were communicated when concluding the contract.

But a complaint may be left to Roskomnadzor for the following reasons:

• Disclosure of personal confidential information.
• Constant calls from debt collectors.

Rospotrebnadzor helps protect interests in the following situations:

• Including conditions in the contract that infringe on your rights as a consumer.
• Unilateral renewal of the contract without notifying the client.
• Providing false information when selling services.

There is no sample as such, but there are standard documents that help simplify the task of writing complaints:

• To the head of the branch: zhalobatut.ru/zhaloba-rukovoditelyu-otdeleniya-ofisa-vtb-bank/
• To the head of the central office: zhalobatut.ru/zhaloba-rukovoditelyu-centralnogo-otdeleniya-ofisa-vtb-bank/
• To the Central Bank: zhalobatut.ru/zhaloba-na-vtb-bank-v-centrobank/
• In the Ministry of Internal Affairs: zhalobatut.ru/zhaloba-na-vtb-bank-v-policiyu/
• To the prosecutor's office: zhalobatut.ru/zhaloba-na-vtb-bank-v-prokuraturu/
• To court: zhalobatut.ru/zhaloba-na-vtb-bank-v-sud/
• In FAS: zhalobatut.ru/zhaloba-na-vtb-bank-v-fas-federalnuyu-antimonopolnuyu-sluzhbu/
• To Roskomnadzor: zhalobatut.ru/zhaloba-na-vtb-bank-v-roskomnadzor/
• To Rospotrebnadzor: zhalobatut.ru/zhaloba-na-vtb-bank-v-rospotrebnadzor/

Alternative ways: