Analysts assessed the banks' work with customer complaints

In the second half of 2025, banks accelerated their work with customer requests, reducing the average time for reviewing claims and complaints. This is evidenced by the results of a study conducted by Frank RG.

In the structure of received applications, 65% are claims, which, on average, banks consider from 3 to 5 days. They are solved most quickly in a chat. "On average, banks in the pool have reduced the time for reviewing claims for all products by 2.7–34.5%," the company noted. I spent the most time dealing with applications for credit products — mortgages, cash loans, and car loans.

Last year, in order to solve a customer's problem, banks on average had to contact them 1.8-2.4 times, the study says. At the same time, as noted in VTB with reference to a closed study by Frank RG, in most cases the bank settled such customer issues at the first request.

According to analysts at Frank RG, on average, banks receive 9-10 requests per thousand customers in various areas: financial claims, complaints and complex deferred inquiries. VTB's rate was twice as good, with 3-4 requests. At the same time, the bank significantly reduced the time for reviewing customer issues for all retail products: terms for car loans decreased by 57%, for mortgages — by 55%. As a result, customer satisfaction increased — almost 76% positively assessed the response rate to complaints.

"Our priority is to create a user-friendly digital environment at all stages of customer interaction. The decrease in the number of registered complaints compared to the previous year is due to the expansion of opportunities and improved quality of service already at the first stage of user contact. Investments in staff training, the development of digital channels and the acceleration of internal processes directly affect the result," said Olga Skorobogatova, First Deputy President and Chairman of the VTB Management Board.

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