Tbilisi (GBC) - The number of dissatisfied customers of commercial banks has decreased, or they no longer complain to the supervisor about the creditor.
According to the statistics of the NBG for the last reporting month, the regulator received 2,054 complaints from dissatisfied customers with banks. This is a decrease of more than 250 compared to September (09/2024 – 2,306).
We did not compare with the previous month, October, unless there is an error. This is an unusual difference in terms of the month. October complaints reach 3,000 (10/2024 – 2,908). It is possible that the review process or other procedural issues are involved. Or the NBG could not spare the time for review and reviewed September applications in October.
There is no significant change in terms of the annual figure. 2,072 complaints were filed in November 2023. If we look at the statistics for all years, November is the most passive month. It is likely that bank clients are busy with more interesting activities than writing complaints.
According to the statistics of the National Bank of Georgia, the largest number of customer complaints - 1,274, 62% of the total complaints are related to current account/debit card services. In the second position are borrower complaints about the terms of consumer loans.
Number of complaints by services: /11/2024/
მომსახურება |
Number |
Agreement |
203 |
Transaction |
1 144 |
Administrative |
406 |
Comission |
119 |
Overdue |
60 |
Mislead |
37 |
Ethic |
25 |
Interest contribution |
58 |
Source: Commercial banks
More than 1,000 out of the 2,054 complaints filed in November, were deemed unfounded by banks, and 398 were responded to by the complaining client. After the servicing bank investigated the issue and responded.
There are currently 648 complaints under consideration in commercial banks. Of the 5 completed processes, the problem has not yet been resolved.