Oversight bodies and the Financial Ombudsman
Banking supervision: the Bank of Russia
Banking supervision over the activities of "YooMoney", NBCO LLC (reg. No. 3510-K) is performed by a subdivision of the Bank of Russia, the Systemically Important Banks Supervision Department.
Bank of Russia Contact Centre:
- 8 (800) 300-30-00: for calls from Russia, free of charge
- +7 (499) 300-30-00: at your carrier's plans
- 300: for calls from mobile phones, free of charge
Protection of financial service consumers' rights: the Bank of Russia
Compliance with the requirements of the Russian legislation in the field of protection of financial service consumers' rights is regulated by a subdivision of the Bank of Russia, the Service for Consumer Protection and Financial Inclusions.
An appeal against violation of the Russian legislation, or legally protected rights and interests of individuals and legal entities by actions (inaction) of a credit organization may be sent via online reception on the Bank of Russia's website: www.cbr.ru/Reception
Dispute resolution: the Financial Ombudsman
The Financial Ombudsman resolves disputes between financial services' consumers and financial institutions. Clients of "YooMoney", NBCO LLC may appeal to the Financial Ombudsman against the NBCO when the claim amount doesn't exceed 500,000 ₽.
The Financial Ombudsman’s official website https://finombudsman.ru/
Address of the Financial Ombudsman Service: 3 Staromonetny lane, Moscow, 119017
Phone number: 8 (800) 200-00-10
How to appeal to the Financial Ombudsman
First, send an application to us:
1. Fill out an application: describe the situation in detail. Print it out, sign it, and take a photo or scan.
Please note the following comments when filling in the fields:
- Number of the contract with the financial organization and the date of signing: specify the wallet number, the date can be omitted.
- Describe the situation and your requirements in detail.
- Bank account details: specify where to transfer the money if the decision is in your favor.
2. Prepare the documents that confirm information from your application: receipts, payment details, screenshots of online texting, etc.
3. Send them to us via the form below. We'll send you a reply.
If you aren't satisfied with our answer, appeal to the Financial Ombudsman. There are two options:
- via a user profile on the Financial Ombudsman’s official website: finombudsman.ru
- by postal mail: 3 Staromonetny lane, Moscow, 119017.
Please attach your application, our response to it, and other documents you sent us.