pc
nid 91498
Mar 25, 2026
reprocess@vixio.com
Russia
Bank of Russia
financial services
105% of draft length
draft in Generated
Generated
1541 charsRussia's Central Bank Issues Guidance on Customer Communication Regarding Account Restrictions
On March 25, 2026, the Bank of Russia (Банк России) issued recommendations to credit institutions regarding customer communication practices when account restrictions are imposed.
The Bank of Russia directed credit organisations to proactively contact customers immediately upon suspension of operations and remote services under cybersecurity and anti-money laundering legislation, rather than waiting for customers to initiate contact. Banks must clearly communicate the legal basis for any restrictions imposed. Importantly, customers must retain the ability to contact their bank through remote channels even after online banking access has been suspended.
The regulator recommends that banks provide step-by-step explanations to customers regarding the process for resolving the situation and removing restrictions. Where a bank refuses to lift restrictions, it should explain how customers may appeal such decisions. If a customer's information has been included in the Bank of Russia's database of fraudulent transactions, the bank must inform the customer of their right to submit a request for removal from the database and provide a link to the relevant section of the Bank of Russia's online portal for submitting such requests.
These recommendations aim to enhance transparency and customer protection by ensuring that individuals subject to account restrictions understand the reasons for such measures and the available remedies.
**Reference:**
Bank of Russia official announcement, March 25, 2026. Available at: www.cbr.ru
Agent draft
Not run yet.
Published
1615 charsCentral Bank of Russia Issues Recommendations to Banks on Account Restrictions
On March 24, 2026, the Central Bank of Russia (CBR) issued the Information Letter on the Application of a Proactive Approach to Providing Information on Restrictions on Transactions and Remote Methods of Account Management, applicable to banks (referred to as credit institutions).
When imposing restrictions or refusing to carry out transactions, credit institutions shall take the initiative to:
Inform customers (via remote banking channels, using SMS and similar means) of the fact that restrictions have been imposed and transactions have been refused. It shall specify the nature of the restrictions applied and the legal grounds for their application.
Inform customers that they may submit an application for the exclusion of information relating to the customer or their electronic payment instrument from the CBR database. It is also recommended that the credit institution provide the customer with a link to the CBR website for information on the procedure of exclusion.
Inform the customer of their right to submit documents and information to a credit institution regarding the absence of grounds for the decision to refuse to execute the transaction.
Ensure access to communication with the credit institution using the remote banking service system.
Issue a negative decision in response to a customer's complaint submitted to the credit institution, challenging the restrictions imposed by the credit institution or its refusal to carry out a transaction. It is recommended that the credit institution explain the procedure for appealing the decision, including the customer's right to appeal.