Every year, we receive numerous complaints from consumers about their banking services. Typical situations include fraud, disputes over shared responsibility following an unauthorized transaction, questions about bank charges and interest rates, and debt-related problems. Consumers who are unable to find common ground with their bank are often referred to the bank's formal complaint process, and ultimately to the External Complaints Handling Organizations (ECHO).
As a result, this consultation is of particular interest to us. The few comments we will make in the following pages are essentially based on our experience with consumers.
We hope that our reflections will make a positive contribution to the work of the Ministry of Finance.
