Office for Financial Services Consumer Rights Protection

Acting Head of Office: Natalia Lada

Tel.: +380 44 527 31 72
e-mail: [email protected]

Main Functions:
  • developing and improving the methodological base and the NBU’s regulations and orders on the following issues:
    • performing supervision and protection of rights of consumers of financial services, payment services, and limited payment services provided by banks, other financial institutions, and entities other than financial institutions that are licensed to provide certain financial services, entities that provide ancillary services in financial services markets, including credit and insurance intermediaries, payment service providers (except for state authorities and local self-government bodies) (hereinafter referred to as “payment service providers”), and providers of limited payment services that are regulated and supervised by the NBU
    • addressing requests and personal reception of citizens at the NBU, ensuring access to the NBU’s public information, and organizing work with public information at the NBU
    • delinquent debt settlement performed by creditors, new creditors, and debt collection agencies; setting the requirements for them and for supervision over their operations within the Office’s remit
    • establishing requirements (rules and standards) for ensuring accessibility of services provided in the financial services markets and in the payment market for persons with disabilities and other persons with reduced mobility
  • performing supervision over compliance by financial and ancillary services providers and payment and limited payment services providers with the requirements of Ukrainian laws on protection of consumer rights in financial and payment services, including the requirements for the interaction with consumers when resolving their past due debts, supervision (control) over compliance with the Ukrainian laws on advertising (in terms of advertising of financial services and in the payment market), control over dissemination of information on financial and ancillary services, and supervision over compliance with requirements set by Ukrainian laws with regard to ensuring accessibility of financial, ancillary, payment, and limited payment services for persons with disabilities and other persons with reduced mobility
  • exercising control over compliance of credit bureaus’ activities with requirements of Ukrainian laws in terms of credit history compilation and circulation
  • addressing requests, analyzing them, and responding to consumers of financial, ancillary, payment, and limited payment services, including on requests regarding the violation of requirements for the interaction with consumers when resolving their past due debts; taking decisions based on requests consideration within the Office’s remit; addressing requests for access to public information made by citizens and legal persons/associations of citizens without the legal-person status on issues related to activities of financial services market participants and providers of payment services and limited payment services; addressing complaints and applications filed by lawyers acting on behalf of individuals and legal persons; and processing applicants’ requests regarding information contained in the NBU Credit Register
  • conducting a comprehensive, detailed analysis of documents and information in order to detect any unlicensed activities in the non-bank financial services market and the payment market.