We are writing a complaint to Sberbank. How to Write a Complaint against Sberbank? All ways

Often, when using banking services, bank clients have various questions with which they go to the bank’s support service. However, not all users know how to correctly formulate a request when contacting a bank, or how to check the status of a submitted application at Sberbank. In this article you can find detailed information regarding filing and verifying a question or complaint with Sberbank Online.

Where can I find feedback at Sberbank? If various questions arise, a bank client can submit an application to the bank using the following methods:

1. In service. In this case, the client must be registered in the Internet banking system. After this, he will only have to log in to the system and leave a statement in the appropriate section.
2. On the site Sberbank. To use this method, go to the “Feedback” section, which is located on the main page of the specified site. Next, all that remains is to select the purpose and reason, as well as describe the problem or ask a question. In addition, it is necessary to indicate the client’s personal data, as well as how to receive a response.
3. By using mobile application. In this case, you also need to be registered in the Internet banking system. In addition, you need to download the specified application to your phone (you can download the application from Google Play and the App Store). Next, all you have to do is go through authorization using the existing login parameters and go to the “Feedback” section. After which you can compose the text.
4. Communication with the operator Online. Any website visitor can ask the operator a question of interest on the official website. The support service is available 24 hours a day.
5. Call to the call center. Also, to obtain the necessary information, bank clients can call the bank’s call center (the number is listed on the main page of the Sberbank website).

Submitting an application is only available to clients of the specified banking organization.

In addition, for convenience, clients are divided into two categories:

1. Private, that is, individuals.
2. Corporate, that is, legal entities.

In the user’s personal account, two tabs are available regarding the submitted issue or to the bank:

• Incoming letters

This tab displays all letters received from the bank. Each response to an appeal in Sberbank has the following parameters: number, subject, time of receipt, as well as the status of the letter (new or read).

1. Response to a received application. To perform this action, you just need to click on the “Reply” button, which is located next to the selected item. Immediately after clicking this button, a form for filling out a new question to the banking organization’s support service will open.
2. View. The user can view the contents of each response received at any time; to do this, they just need to click on the desired item.
3. Removal. Unnecessary files can be deleted at any time; to do this, select the letter and click the “Delete” button.

• Sent letters

This tab contains all applications submitted by the user. Each has the following parameters: number, subject, time of sending, and type (question, complaint or problem).

In the presented tab, the user can perform the following actions:

1. Create a new message. To perform this action, you must click the “Create” button, after which a form will open in which you can write your appeal to Sberbank.
2. View and delete. The presented actions are performed in the same way as in the previous paragraph "Incoming letters".

When submitting a message to the bank, the following points must be taken into account:

1. Purpose of submission. Always be specific about your goal. This will allow bank employees to immediately transfer your request to the right department, which will significantly speed up the consideration and resolution of your problem.
2. Cause. The site offers the following reasons: debit or credit card, brokerage services, money transfers or payments, deposits, loans, mortgages and more. Please select the reason you need before submitting.
3. Text. When writing a letter, you must indicate the number of the bank branch with which the current situation is connected. It is also recommended to describe the current situation in as much detail as possible, as this will allow the problem to be resolved as quickly as possible. If necessary, you can attach various files to the letter.
4. How to get a response. Before sending a letter, do not forget to indicate the most convenient way for you to receive a response.

You can check the current status of an application in Sberbank by number using the following methods:

• On the bank's website. In this case, you need to go to the section "Feedback". Next, in the “Check the status of consideration of the application” table, which is located on the right side, enter the number of your letter. After this, the current status will be displayed.
• In Internet Banking. In this case, you need to log in to the service. Then go to the folder "Sent letters". Hover over a sent email to see the current review status.
• Contact the call center. You can also call the call center at the number listed on the main page of the site. Next, simply give the letter number to the operator.
• In online chat on the website. Go to the website and open the chat. Next, enter your name and ask your question. Wait for the operator to respond.

If you don't receive a response

The response to the submitted message must arrive within 15 calendar days. If you have not received a response within the specified period, then follow these steps:

1. Contact call center. Call the number listed on the bank's website and tell the operator your problem.
2. Contact online chat. Go to the Sberbank website and enter the chat. Wait for the operator to connect and ask him your question.

Watch a funny video - how ask a question to Sberbank of Russia online through your personal account?

Many Russian residents are familiar with Sberbank: some receive pensions or benefits there, others pay fines, others pay off loans, etc. The services provided by the bank must be provided in full and with high quality. In the event of a violation of rights, the consumer has the right to complain to the financial institution. Let's consider how and when you can write a claim to Sberbank.

What can you write a complaint against Sberbank about?

Theoretically, banking services should be provided quickly, efficiently and legally (the client pays money for this). However, in practice, everything is far from being the case: terminals malfunction, staff cannot withstand the workload and take it out on clients, contracts are drawn up contrary to current legislation, etc.

Common grounds for claims are:

• Inconsistency of the terms of the loan agreement with the law.
• Request for the return of penalties and commissions not provided for in the contract.
• The work of the service personnel (they cheated, did not inform about the additional commission, concealed the terms of the contract, etc.).
• Violation of the deadlines for crediting funds (for example, funds deposited on the card arrived later than the agreed date).
• Failures in the operation of mechanisms (for example, blocking of a card without notifying the holder, damage to it by an ATM).
• Write-off of funds for services not provided for in the contract.
• Advertising mailings without the consent of the bank client.

Where to complain about Sberbank?

You can write a complaint against Sberbank of Russia to supervisory authorities and the court if there are violations of rights in the field of banking services.

Structures involved in processing appeals:

• Rospotrebnadzor is a body in the field of supervision over the activities of any institutions providing services and engaged in the sale of goods. He has the right, upon application or on his own initiative, to conduct inspections of credit institutions. If violations are detected, an order to eliminate it and (or) a fine are given. You can file a complaint against Sberbank:
  • Through the Rospotrebnadzor website by selecting the “Submit Appeal” section. You can write a claim both with and without registration in the Unified Automated identification and authentication system. In the window that opens, fill in the fields and click “Submit”. Additionally, documents evidencing the violation are attached (claim, response to it, contract, receipts, etc.).
  • Through the post office. The letter should be sent to the address: 127994, Moscow, Vadkovsky lane, 18, building 5 and 7.
• Central Bank. The Central Bank of the Russian Federation is a controlling, but not punitive, body. For example, it is recommended to contact the Central Bank if Sberbank unilaterally changed the terms of the loan agreement (increased interest). You can file a complaint:
  • In person during office hours or send a letter to the address: Moscow, st. Neglinnaya, 12;
  • Electronically through the official website of the Central Bank.
• Prosecutor's office. If a citizen believes that a criminal offense has been committed against him, he can turn to the prosecutor for help. You can make a complaint:
  • submit at a personal reception;
  • transfer through the secretary of the prosecutor's office;
  • send by letter.
• FAS (Federal Antimonopoly Service) is a body that fights unfair competition and advertising deception. For example, you can file a complaint about an advertisement that is silent about an essential condition of the loan agreement.
• The court is the last resort. The claim is accepted for consideration subject to the claims procedure for resolving the dispute. If the stated claims are satisfied, the financial institution bears all legal costs. The plaintiff also has the right to expect compensation for moral damages.

You can also write a complaint about service to senior management or to the head office of Sberbank. Each department has a leader who is responsible for his subordinates. In case of rudeness, a long queue, or disagreement with the bank employee’s arguments, you can invite the boss. As a rule, they try to resolve minor conflicts on the spot in order to avoid punishment from the head office.

Important: A complaint can be sent to the central branch of Sberbank by letter to the address: Moscow, st. Vavilova, 19. You can write a complaint to Sberbank via the Internet through Sberbank Online.

Claim to Sberbank - sample

When applying in person or via mail, the claim is made on a simple paper form (usually an A4 piece of paper). It does not allow emotional digressions, threats, humor, etc. Only the facts should be presented.

The complaint must indicate:

• Name of the credit institution, address, full name of the director.
• Complainant: Full name, address, contact telephone number.
• In the middle is written: “Claim” or “Complaint”.
• The essence of the appeal: the circumstances of the case, the violated rights of the client are stated (everything must be supported by articles of regulatory legal acts).
• The demanding part. This section specifies what the applicant is asking for, the time to correct the violations, and the requirement to report the results of the review.
• List of attached documents. This could be a copy of the contract, photo, witness testimony, etc.
• Date of application.
• Signature and transcript.

Important: The document must include return coordinates and a telephone number for contact. This is necessary to provide a response to the complaint, as well as to clarify the information of interest on the case.

Citizens can file a complaint on their own or contact a qualified lawyer. Legal consultations at universities provide assistance free of charge or at a minimal cost.

Deadlines for consideration of applications

Typically, the credit institution has 10-15 days to consider the application. If the situation requires additional checks, the period is extended to 30-45 days. However, in this case, the person who applied must be notified of this decision. The time to provide a response begins to run from the moment the bank employee receives the complaint. For example, a complaint was sent on October 12, and registered as an incoming document on October 25. Thus, the countdown starts from 25.10.

How to write a letter to Sberbank Online?

You should write a complaint to the claims department of Sberbank. Its key role is to review requests and provide responses to them. A convenient way for a modern person is to access information via the Internet.

Let's look at how to write a letter to Sberbank Online:

• at the top of the page click “Feedback”;
• select “Private clients” if the claim is submitted by an individual;
• indicate the purpose and reason for the request, personal data, telephone number;
• state the essence of the matter;
• click "Submit".

Thus, you can complain about Sberbank both to senior management and to supervisory authorities and the court. There are several options for submitting an appeal: in person, by mail, by email, or via the Internet. The bank is obliged to consider the claim and provide a response within the prescribed period (positive or negative).

Any client may have a claim against the bank for a variety of reasons: due to long processing times for applications, poor service, etc. You should know where exactly you need to complain in case of violation of rights and how to write a complaint against Sberbank.

Filing a complaint depending on the situation that occurred

Filing a complaint to Sberbank can be done in several ways, taking into account the reason and situation. When clients are forced to deal with receiving illiterate advice or with the behavior of a Sberbank representative that contradicts the norms, then these facts should be pointed out to the head of his branch.

Where to go to file a complaint in case of refusal or impossibility of a solution in the branches?

Assuming that this official will not take the necessary actions, you should contact the Central Office.
How to file a complaint against Sberbank to the main office:

• by phone to the Contact Center;
• using the official website;
• write a negative review on sites designed for customer feedback;
• via regular mail or email (in free form).

Since the accusation received by Sberbank from its representative does not fall into the category of particularly significant ones, it receives a template response about taking appropriate measures, which is difficult to verify.

On the Sberbank website

In the case when the problem affects issues: card servicing, incorrect calculation of interest, the quality of the information provided, the functioning of specific services or services, unreliable account balance, then the best solution would be to write a complaint on the official website of Sberbank.
Stages of filing a complaint on the site:

1. Go to the special section “” on the Sberbank website.
2. Provide personal information: last name, contact phone number, information from your passport (if desired).
3. Indicate the necessary information in the appropriate lines of the form: place of service (bank branch number, location of the ATM device), special section (deposits, cards, Internet banking, loans). In the most appropriate area of ​​the form, describe in detail the reason for the complaint to Sberbank. In order to quickly resolve the problem, indicate small details: date and time, contract or card numbers, amounts or other parameters. If you are dissatisfied with the operation of the site, you need to clarify which services or functions are not working correctly, etc.
4. Specify the most appropriate way to send a response: contact phone number or email. In addition, you can receive a response by regular mail, for which you must indicate the correct address. This is necessary in case of possible litigation. In special situations, in order to receive an official response from the bank, it is better to entrust writing a complaint to professional lawyers.
5. Indicate the need to obtain information about changes in the status of the complaint during its consideration.

From the information described above, it becomes clear how to write a complaint against Sberbank correctly. Customer reviews confirm that a response from the bank is provided in all cases. First of all, they receive information about the receipt of a complaint, and then about the results of its study.

Filing a complaint with regulatory authorities

Sometimes there are cases when simply filing a complaint with Sberbank is not enough. If there were precedents for deception, violations of service or imposition of services, then you should complain about this bank.

Current authorities

There are now a large number of places where you can turn, but their choice depends on the specific problem and scope.
How to write a complaint against Sberbank to government authorities:

• Rospotrebnadzor considers: bank refusals to allow the borrower to repay the debt before the end of the term, coercion to insurance services, unilateral changes in the terms of the contract, transfer of debt to collectors (without notifying the client), refusals to conduct proceedings in the courts at the borrower’s place of residence.
• Prosecutor's office intervenes in situations of violations: legal regulations, a variety of rights, as well as the reasons that were given to Rospotrebnadzor.
• Central Bank comes to the rescue in case of serious violations of laws and existing service standards. To do this, you should name certain articles (professional lawyers can help with this).
• Police provides assistance when requests from bank representatives are made through contacts unknown to them, as well as in situations where personal data about the borrower is transferred to third parties.
• Antimonopoly Committee- deals with situations where the bank forces you to contact a specific property valuation expert or only a specific insurance company, which violates the free competition of the modern market. It also considers the reasons when real life situations do not coincide with those indicated in advertising.

Certain structures provide for a special function for filing an online complaint against Sberbank. For these purposes, you need to fill out a standard form on the official website. You should know that all information provided must be supported by real facts. For these purposes, it is important to collect relevant photos, documents, receipts and other evidence.
A complaint against a representative of Sberbank or the work of a specific branch is submitted directly to the higher authorities of this organization. If the bank detects violations of the client’s rights or current legislation, the complaint is sent to special authorities. Supporting evidence should be collected in advance to form the basis for any allegations.