There is enormous competition in the commercial banking market, and each citizen, as a rule, determines for himself which bank he will be a client of.

By entrusting the bank with the storage or monthly receipt of their funds as part of a salary project, a citizen expects from the bank and its employees high quality of service, protection of their finances and assistance in resolving controversial issues.

However, in practice, clients are often faced with complete indifference on the part of incompetent managers, even in large credit corporations.

The oldest and most famous bank in Russia, Sberbank, is no exception. As part of the article, we will try to figure out how to protect our interests in the fight against Sberbank and where to complain about Sberbank.

PJSC Sberbank is a commercial bank with government support. It has existed for a long time, since 1841.

Today in 2019, more than 50% of the shares of the public company belong to the Central Bank of Russia. Based on this, Sberbank enjoys great confidence from the population.

Today, every second citizen of the country has or previously had accounts and cards with Sberbank.

Legal entities throughout the country cooperate with the bank to calculate and pay salaries to their employees.

However, Sberbank, like other commercial banks, is far from perfect.

It is worth remembering at least the endless queues, staff unable to help the client, long money transfers to clients of other banks.

Don’t forget that ordinary people work at Sberbank. By the way, the salary level of ordinary managers in Sberbank is lower than that of similar positions in other banks.

The human factor has not been canceled. Employees may be tired, in a stressful situation, nervous, and unable to cope with a large amount of work.

As a result, episodes of rudeness, ignorance, ridiculous mistakes and other conflict situations may occur.

There is no need to complain that they “looked at you wrong” or that the client in front of you was served for a long time. This is not a good reason, this is the normal course of the work process.

But there are situations when it is still worth attracting the attention of management and bringing the conflict to public attention.

So, the most common reasons for complaints against Sberbank are:

The list of these reasons is open and not exhaustive. Any actions of Sberbank that violate your rights can be appealed.

As soon as you and Sberbank have a contradiction or misunderstanding, immediately start writing a complaint in order to quickly record the details of the problem.

The legal requirements for filing a claim with the bank are not recorded anywhere. However, like any legal document, the complaint must comply with the basic rules for the preparation of legal documentation.

So, the claim must include the following points:

Make sure that the complaint is drawn up correctly, that the essence of the problem is stated correctly and without profanity, and go to protect your interests.

Fortunately, in Russia there are plenty of various departments and authorities where you can file a complaint against Sberbank.

Sample complaint

You can complain about a Sberbank branch by making a general complaint presented below:

To the head of branch No. 1378 of Sberbank of Russia PJSC

Kruzhin Sergei Borisovich

Address: Nizhnevartovsk, st. Diveeva, 6, building 2

From IP Kozhemyakin Ivan Konstantinovich,

residing at the address: Nizhnevartovsk,

st. Gorkogo, no. 89, apt. 88

Passport 7567 789900, issued 11/12/2002

Branch No. 45 of the Federal Migration Service of Russia for the Tyumen region,

TIN 8900274994559

Tel.: 8-979-97-33-23

Claim

On October 13, 2016, agreement No. 786755 was concluded between IP Kozhemyakin Ivan Konstantinovich and PJSC Sberbank of Russia for the opening and servicing of a corporate account No. 4567 6788 3434 2321.

On November 12, 2017, funds in the amount of RUB 15,345 were unjustifiably written off from an open bank account. (fifteen thousand three hundred forty-five rubles). On this day, I did not make any transactions; the debiting of this amount is not clear.

It is obvious that these funds were debited from my account by mistake. Please look into the current situation and return this amount of money to my account. Send the response to the complaint to the specified address.

Sincerely!

IP Kozhemyakin I.K.

You can file a claim against Sberbank with a huge number of supervisory organizations and services. You can complain about a Sberbank employee or about Sberbank service to the following authorities:

So, let's look at each option for filing a claim in more detail.

As a rule, complaints through the hotline are rarely recorded in the correct form. There is very little chance that this call will continue the claim process.

You can call the Sberbank hotline at 8-800-555-55-50 or 900 from your mobile phone. The call is free for all regions of the country.

Writing a complaint via the Internet to the official website of Sberbank is quite easy.

In the window that opens, you need to fill in the following fields:

• Goal of request;
• Cause;
• Text of the appeal;
• Personal data;
• Feedback method.

After filling it out, all you have to do is click the “Submit” button.

If necessary, you can attach files to the appeal with a maximum number of 6 pieces and the size of each of them up to 3 MB.

It is advisable to also indicate in the text entry field of the appeal the number, address and name of the department whose work you are not satisfied with. The letter will be assigned a number.

In a situation where a response to the complaint has not been received, you can try to send a second appeal, indicating the assigned number of the first complaint.

Complaint via Internet Banking

When the question arises of what to do if the Sberbank ATM ate the money and did not credit it to the account, it is better to submit a claim promptly. You can file a claim through the Sberbank online application.

The convenience of this method is that in this case, correspondence with the bank will remain within your immediate access for 6 months.

The “Letter to the Bank” button is located at the bottom of the page on the right and it is written in very small font. In the window that opens, you will also need to indicate your personal data and outline the essence of the complaint.

If you find yourself in a conflict situation with a bank branch, the smartest thing to do would be to file a complaint with a higher organization - the head office.

To do this, the best option is to draw up a written complaint and send it by mail or in person to the Sberbank main office building.

The head office of Sberbank in Moscow is located at: st. Vavilova, 19.

This method is most likely to have a positive effect, since the manager is not interested in a complaint about his work to a higher organization.

Complaints about Sberbank on banki.ru

This electronic portal allows you to leave a complaint and question about the work of all banks in the country, but only after registering on it.

After registering, you need to go to the “Companies Hotline” section. Having selected the name of the bank in the section, you need to click the “Ask a Question” button and state the problem of interest.

The Central Bank supervises the legality of the functioning of all commercial banks. You can complain to the Central Bank either by submitting a written complaint or through the official website of the Central Bank of the Russian Federation.

Please note that the character size in the electronic complaint is limited to 15,000 characters. The complaint must be personalized and not anonymous.

The choice of feedback option is yours: you will receive a paper or email in response.

The Central Bank considers only complaints that indicate violations of specific regulations and legislation. If you do not have proper knowledge in this area, it is better to contact a lawyer.

Complaint to Rospotrebnadzor

You can also complain about service at Sberbank to Rospotrebnadzor. This supervisory organization protects the rights of consumers in all areas of life, including in financial markets.

There are two options for interacting with Rospotrebnadzor:

1. Call the hotline at 8-800-100-00-04;
2. Email via the official website in the Feedback column.

The Federal Antimonopoly Service resolves issues with unfair advertising by banks, as well as in the case of imposing on clients cooperation with specific insurance or other companies. These actions have an impact on freedom of competition.

You can file a complaint with the FAS in the following ways:

• Place a written complaint in the mailbox on the first floor of the FAS building;
• Through the Public Reception, make an appointment with FAS employees and hand over the complaint to them in person;
• Send an electronic appeal through the official website in the “Contacts” tab.

FAS is located in Moscow at the address: st. Sadovaya-Kudrinskaya, 11.

Complaint to the Prosecutor's Office

It is advisable to contact the Prosecutor's Office if your appeals to other authorities have not yielded any results.

The complaint is submitted to the territorial branch of the Prosecutor's Office with all letters attached to it and the response to them from lower authorities. Residents of Moscow can send an appeal online.

Roskomnadzor considers complaints against Sberbank in cases where the bank violates the law on personal data. An appeal can be submitted through the official website of the committee.

Reception of citizens at the main branch is carried out by appointment and upon presentation of an identity document.

You can get all information on the interaction of the service with the population by calling 8-495-987-68-00.

Going to court

This measure of solving the problem is considered an extreme measure. It is necessary to file a claim in court when you are sure that your rights have been violated, and none of the authorities has helped you solve this problem.

To make a claim, you will need to collect a large package of documents, including all kinds of correspondence with the bank. This is necessary in order to confirm the fact of an attempt to resolve the dispute out of court.

There are now many ways to protect your rights, financial resources and property relations, including from the arbitrariness of credit institutions, which is Sberbank.

Do not forget that Sberbank employees are usually more aware of their rights and powers than you.

Therefore, before embarking on severe litigation and war with the bank, it is better to consult with legally savvy specialists regarding the validity of your claims.

Any state or commercial institution whose activities are aimed at providing citizens with certain services is obliged, in accordance with the Law of the Russian Federation “On the Protection of Consumer Rights,” to carry out its actions at the proper level. Even if we are talking about the largest banking organization - Sberbank of Russia. Lately, people have often encountered annoying misunderstandings in calculations or dishonest performance by bank employees of their duties. Then the question arises - where to complain about Sberbank of Russia and how to do it correctly?

In case of any violation of civil rights, including consumer rights, citizens of the Russian Federation have the opportunity to protect them, no matter where they were violated: whether in a library, in a store, and even more so in a bank. And you don’t have to wait for some special violation - as soon as your rights have been violated, you need to protect them.

Information about violations of consumer rights is necessary not only for you to protect them, but also for the organization itself, so as not to repeat similar situations and preserve its reputation.

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Methods for filing complaints

You can file a complaint in the following ways:

Which complaint method should you choose?

Despite the abundance of forms and ways to file a complaint about service at a Sberbank branch, you need to know what to pay attention to first.

As practice shows, the most effective way to resolve a conflict is the first method - filing a written complaint. Since the employee in whose name the complaint is made is interested in a quick solution to the problem that has arisen.

An employee of any Sberbank branch must, upon the client’s first request, provide a book of reviews and suggestions (book of complaints), in which one can enter his comments and suggestions for improving the work of the bank branch.

Main points of the content and form of the written application:

The response to your complaint must be in writing only, and not verbally or by telephone. Since it is a document that can be used in further possible disputes in court or other higher government institutions.

Complain online

Method	Feedback from the bank	Via Internet Banking
Website	Sberbank main website	Personal account in Sberbank Online
Steps to present a complaint	Follow the link http://www.sberbank.ru/ru/feedback Find the “Feedback with the bank” form; We indicate what your request is related to, the service region and the location where the situation occurred. We describe the situation - in no more than 5000 characters, only facts; Provide your email address to receive a response; Be sure to remember (write down) the number of your application; Use the number to check (via the same website) the status of the request; We check the email address for an official copy of the response.	We go to Sberbank’s personal account using the link https://online.sberbank.ru. We look at the very bottom of the page in small print: “Letter to the bank.” Write a message stating the essence of the complaint. You are waiting for a response to your complaint in your message history.

Complaint to the regional director

If the head of the bank office, whose employee violated your consumer rights, was unable to resolve the conflict, you should contact the regional director or division director. Write your complaint in writing and be sure to ensure that the complaint is assigned an incoming number and that you are given a copy signed by the person in charge.

Even a queue at a cash register or a dirty ATM is considered a violation of consumer rights. Because the management of a bank branch is obliged to organize the work of its department in such a way that clients feel comfortable.

Contact Rospotrebnadzor

If it was not possible to solve the problem of banking services at the level of management of the bank or region, do not despair - you need to contact higher organizations, for example, Rospotrebnadzor. This government agency, which controls, in particular, the quality of banking services, has its own hotline (tel. 8-800-100-00-04), as well as a website on the pages of which you can make online requests. In a special form for citizens, you need to post the content of your problem (there is a limit of 2000 characters, but you can attach a photo or document). The subject of the appeal must indicate “Poor provision of banking services”, and be sure to leave all possible contact information. The appeal is numbered and considered for 10-30 days, depending on the complexity.

The most important banking institution

The Central Bank of Russia is a strict financial institution that monitors the activities of all commercial banks, the quality of services they provide to the population, and can punish up to and including revocation of the license. You can contact its representatives through the electronic reception, in which you must clearly indicate the essence of the unresolved problem. Choosing the right topic and type of problem will speed up the response.

If, nevertheless, it was not possible to obtain a positive response to your complaint in the above-mentioned ways, there is still one more chance - go to court.

Our articles talk about typical ways to resolve legal issues, but each case is unique. If you want to know how to solve exactly your problem -.

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Rudeness, unprofessionalism, gross mistakes, deliberately false information - all these are components of poor service. But the worst thing is that this happens not just in a store or salon, but in the largest bank in Russia. This article will talk about exactly how to cope with the fact that you have become a victim of these factors, where you should write, what you should do and, most importantly, how to ensure that you are heard.

And first of all, let's decide what exactly needs to be written in the complaint, what it should look like so that the work on it is as productive as possible.

What should a complaint against Sberbank look like?

1. Description of the situation. It should be thorough, detailed, and also meaningful. Try to avoid general phrases, write to the point, mentioning specific facts and details. All these little details are of great importance when it comes to working on a complaint; it is based on them that work with employees will be carried out.
2. Time, place, names. This is very important, so do not be lazy to indicate the office address (or its name), and also remember the exact time. The more data you have about the incident, the better the result will be. Also, ideally, you need to indicate the names of the employees who were involved or who themselves caused the disgusting service.
3. What do you want to receive? This could be an apology, a demand to return some funds that you were deceived into spending, or it could even be a demand for the dismissal of a specific employee. If the complaint does not have a clear problem that needs to be solved, there are no requirements, then it can be considered as a last resort. It is the demands for action that incite response.

Now you have a complete, complete one, where the details are indicated, the problem is fully described, with which you can already begin the offensive. Why do you need to write all this for yourself in the first place? When you write a complaint, you can first calm down so as not to act rashly. This is very important, because then you will be able to see what is written and soberly assess the situation. And you will also immediately collect the available information, while the details are not yet forgotten, this will be very useful to you in the future.

So, look at your complaint, check that you have provided all the necessary information. Have you checked? If yes, then now it’s worth discussing what ways there are to send this complaint.

Where to complain about Sberbank of Russia?

There are quite a wide range of methods. Sberbank of Russia looks at and even supervises claims, reviews and comments not only on its official website, but also on several other resources with competent employees. Sberbank has a special division that works with customer complaints, understands errors and unacceptable situations, and, to the extent possible, resolves them or sends them to the right address. I want to say right away that the best solution would be to use several methods at once.

1. Call the hotline number

Sberbank hotline number 8-800-555-555-0 , and you can also dial 900 from your mobile phone.

It is worth noting that this method is one of the most “useless”. Over the phone, you are more likely to be able to speak out, simply throw out your resentment or anger. Complaints are rarely recorded there in the proper form. Most likely, the complaint will not even be assigned a number. There is a chance that you will come across an adequate operator who will understand your problem and will formalize and record everything correctly, but this is extremely unlikely. But this method of communication cannot be ignored.

2. Write to Sberbank on the official website

On the Sberbank website there is an inscription “Feedback” at the top. This is where the application form opens. In the form that opens, you can write your complaint, as well as select one or more items to which your question relates. Typically, the “Other” item is most often used for complaints. After you submit your complaint using this form, it will be assigned its own number by which you can track the status of your complaint. There, in the feedback, you will see a field where you can enter the request number to check its status. Such complaints are processed fairly quickly: a message is received that it has been accepted, and then a response is received from the bank. This may take a couple of business days. The answer and possible measures taken are not always satisfactory to those who applied. Sberbank will consider the complaint within seven working days. Most often, the response looks like an ordinary formality and does not create the impression that the complaint has even been read.

3. Complaint via Sberbank Internet banking

The official website of Sberbank of Russia also makes it possible to use Sberbank Online to leave a complaint. This method is convenient because written correspondence will be stored for about six months, which means you can have access to it at any time. In Sberbank Online it is quite difficult to find this inscription “Letter to the bank”, since it is hidden at the very bottom of the page, and also in small print, on the right side. This method is good for storing correspondence that may be useful to you.

4. Written application to the bank

You can get a sample of such an application at the bank office, and there may also be a ready-made form for this purpose. The most effective way would be to write an appeal in the presence of the head of the department. Usually, even during writing, the problems that have arisen can be resolved by this manager, since it is not beneficial for him that the appeal be sent to higher management. A written appeal is a document that is best sent to the regional director or division director if you want the complaint to have additional weight.

5. Third-party Internet resources

Not the only official website, that is what they say. Employees of Sberbank of Russia also live on large portals dedicated to banks. Typically, complaints received there are given special attention. At least for other banks for sure. By leaving a complaint there, you will not only tell other people about what happened, but will also affect important indicators of the level of quality of the bank's service, as well as other loyalty charts.

What to do if ordinary complaints are powerless?

If your complaint is not just related to the quality of service, but your rights were violated or the bank’s actions violate the laws of the Russian Federation, then this is a good reason to go further. But remember that in case of violation of your rights, the appeal will be considered up to 30 days, and in case of violation of the law, more than 30 days. In order to achieve justice, you will have to gain strength, patience and endurance. Where to complain about Sberbank in this case?

Contact Rospotrebnadzor

The Federal Service for Surveillance on Consumer Rights Protection has its own hotline 8-800-100-00-04 .

You can also keep it within two thousand characters, attaching photographs or other documents if necessary. You will need to indicate all possible ways to contact you, and then wait for a response on average from 10 to 30 days, depending on the complexity. If you like to communicate face to face, then you can enjoy the queues at regional branches.

Complaint to the Central Bank of the Russian Federation

In order to write, you will need to keep within 5000 characters, and you can also attach a maximum of ten files. The Central Bank regulates and supervises all commercial banks, so skillful complaints in cases of violations of citizens' rights can lead to serious measures - up to the revocation of the license. Be sure to think about the exact topic of the appeal and the type of appeal, since these points, with a reasonable approach, will greatly speed up the consideration of the complaint. And also an important recommendation.

In your appeal, indicate specific violations and, ideally, articles of regulatory laws that were violated.

Prosecutor's office

It is best to contact the regional or regional office, and it is definitely worth noting that in this matter you are a legally unprotected party. And you also urgently need the protection of law enforcement agencies. With this approach, they will be obliged to stand up for you if you really do not have the opportunity to spend money on a lawyer, and you don’t know anything at all about legal matters. In the appeal itself, you write completely everything that worries you. If you wish, you can add to the original complaint that you made for yourself.

Court

If you are confident that you are right, you know that your rights have been violated, and nothing else has helped you achieve justice - the time has come for a serious decision. In this case, you need to collect absolutely everything that was previously: numbers of requests, complaints, photographs, screenshots of correspondence, audio recordings of conversations, copies of written responses, everything. Any facts that have documentary evidence will help you. Do not forget that it is the losing party who pays the legal costs, so ask yourself the question - are you really sure that this is necessary?