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11.05.2023
14:30–16:00
Role of the Financial Ombudsman Service as a Tool to Protect Consumer Rights and Improve Legislation
Pavilion F, conference hall F21
Broadcast
What problems do consumers of financial services face when seeking additional services in lending and when concluding contracts of investment life insurance? What are the possible solutions to these problems, and what is the role of the financial ombudsman service in their resolution?
Moderator
Alexey Guznov
Secretary of State – Deputy Chairman, The Central Bank of the Russian Federation (Bank of Russia)
Panellists
Sergey Astashov
Judge, Chairman of the Judicial Division for Civil Cases of the Judicial Board for Civil Cases of the Supreme Court of the Russian Federation
Yury Voronin
Chief Financial Commissioner
Sergey Efremov
Vice President, All-Russian Union of Insurers
Sergey Klimenko
Head of Legal Department, Assoсiation of Banks of Russia
Olga Krainova
Head, Service for Ensuring the Activities of the Financial Ombudsman
Mikhail Mamuta
Head of Service for Protection of Consumer Rights and Ensuring the Availability of Financial Services, Member of the Board of Directors, The Central Bank of the Russian Federation (Bank of Russia)
Oleg Prusakov
Head of Department, Federal Service for Surveillance on Consumer Rights Protection and Human Wellbeing
Broadcast
Alexey Guznov
Secretary of State – Deputy Chairman, The Central Bank of the Russian Federation (Bank of Russia)
Born on 18 June 1967 in Gorky.
Education
1990: graduated from the Lomonosov Moscow State University.
Candidate of Juridical Sciences (1994); Doctor of Juridical Sciences (2016).
Author of over 80 publications on the theory of law and financial regulation, including tutorials and monographs.
Career
1984–1985: Assembly Mechanic at the Gorky Institute Salyut, Gorky.
1985–1990: student at the the Lomonosov Moscow State University, Moscow.
1990–1991: Legal Advisor (contractor) at the Leisure Centre of the Oktyabrsky District, Moscow.
1991: Legal Team Leader at the International Association of Parliamentarians, Moscow.
1991–1992: Assistant to the Chairman of the Council of the Union of the USSR Supreme Council, Moscow.
1992–1994: Planning Team Leader, Deputy Chief of the Parliamentarianism Section at the Parliamentary Centre of the Russian Federation, Moscow.
1995–1997: Deputy Head of Section, Head of Section in the Banking Legislation Division of the Legal Department at the Bank of Russia, Moscow.
1997–1998: Deputy Head of the Division for Legal Support of Banking Operations of the Bank of Russia’s Legal Department, Moscow.
1998–2002: Deputy Director — Head of the Division for Legal Support of Banking Operations of the Bank of Russia’s Legal Department, Moscow.
2002–2014: Deputy Director of the Bank of Russia’s Legal Department, Moscow.
2014–2022: Director of the Bank of Russia’s Legal Department, Moscow.
Since 2022: State Secretary — Deputy Governor of Bank of Russia.
Member of the Bank of Russia Board of Directors (since 10 October 2018).
He holds the title of Honoured Lawyer of the Russian Federation; the medal of the Order ‘For Merit to the Fatherland’ 2nd class; awards of the Federation Council and the State Duma of the Federal Assembly of the Russian Federation; and awards of Russian ministries. Themis Award winner.
Education
1990: graduated from the Lomonosov Moscow State University.
Candidate of Juridical Sciences (1994); Doctor of Juridical Sciences (2016).
Author of over 80 publications on the theory of law and financial regulation, including tutorials and monographs.
Career
1984–1985: Assembly Mechanic at the Gorky Institute Salyut, Gorky.
1985–1990: student at the the Lomonosov Moscow State University, Moscow.
1990–1991: Legal Advisor (contractor) at the Leisure Centre of the Oktyabrsky District, Moscow.
1991: Legal Team Leader at the International Association of Parliamentarians, Moscow.
1991–1992: Assistant to the Chairman of the Council of the Union of the USSR Supreme Council, Moscow.
1992–1994: Planning Team Leader, Deputy Chief of the Parliamentarianism Section at the Parliamentary Centre of the Russian Federation, Moscow.
1995–1997: Deputy Head of Section, Head of Section in the Banking Legislation Division of the Legal Department at the Bank of Russia, Moscow.
1997–1998: Deputy Head of the Division for Legal Support of Banking Operations of the Bank of Russia’s Legal Department, Moscow.
1998–2002: Deputy Director — Head of the Division for Legal Support of Banking Operations of the Bank of Russia’s Legal Department, Moscow.
2002–2014: Deputy Director of the Bank of Russia’s Legal Department, Moscow.
2014–2022: Director of the Bank of Russia’s Legal Department, Moscow.
Since 2022: State Secretary — Deputy Governor of Bank of Russia.
Member of the Bank of Russia Board of Directors (since 10 October 2018).
He holds the title of Honoured Lawyer of the Russian Federation; the medal of the Order ‘For Merit to the Fatherland’ 2nd class; awards of the Federation Council and the State Duma of the Federal Assembly of the Russian Federation; and awards of Russian ministries. Themis Award winner.
Sergey Astashov
Judge, Chairman of the Judicial Division for Civil Cases of the Judicial Board for Civil Cases of the Supreme Court of the Russian Federation
Yury Voronin
Chief Financial Commissioner
Sergey Efremov
Vice President, All-Russian Union of Insurers
Sergey Klimenko
Head of Legal Department, Assoсiation of Banks of Russia
Olga Krainova
Head, Service for Ensuring the Activities of the Financial Ombudsman
Mikhail Mamuta
Head of Service for Protection of Consumer Rights and Ensuring the Availability of Financial Services, Member of the Board of Directors, The Central Bank of the Russian Federation (Bank of Russia)
Born: 29 September 1974; Voronezh.
Marital status: married.
Education:
1997 — Voronezh State University, Master of Physics.
2000 — Voronezh State University, qualification conferred: economist; major: Finance and Credit.
Candidate of Economic Sciences.
Speaks English
1997–1999 — Adviser, Administration of the Voronezh Region, Voronezh.
1999–2000 — Deputy Chief of Section, Main Department for Reserves, Consumer Market and Services, Administration of the Voronezh Region, Voronezh.
2000–2002 — General Director, the State Small Business Support Fund of the Voronezh Region, Voronezh.
2002–2004 — Director for Training and Regional Development, Acting Director, Director, Microfinance Centre Fund, Moscow.
2004-2014 — Director, Russian Microfinance Centre Fund, Moscow.
2007–2014 — concurrently: President, National Partnership of Microfinance Market Participants (Non-profit Partnership), Moscow.
2014-2016 — Head of the Main Office of Microfinance Market and Financial Inclusion Methodology, Bank of Russia, Moscow.
2016–2017 — Head of the Service for Protection of Financial Services Consumers and Minority Shareholders, Bank of Russia, Moscow.
2017 to date — Head of the Service for Consumer Protection and Financial Inclusion, Bank of Russia, Moscow.
Member of the Board of Directors, Bank of Russia (appointment effective 10 October 2018).
Marital status: married.
Education:
1997 — Voronezh State University, Master of Physics.
2000 — Voronezh State University, qualification conferred: economist; major: Finance and Credit.
Candidate of Economic Sciences.
Speaks English
1997–1999 — Adviser, Administration of the Voronezh Region, Voronezh.
1999–2000 — Deputy Chief of Section, Main Department for Reserves, Consumer Market and Services, Administration of the Voronezh Region, Voronezh.
2000–2002 — General Director, the State Small Business Support Fund of the Voronezh Region, Voronezh.
2002–2004 — Director for Training and Regional Development, Acting Director, Director, Microfinance Centre Fund, Moscow.
2004-2014 — Director, Russian Microfinance Centre Fund, Moscow.
2007–2014 — concurrently: President, National Partnership of Microfinance Market Participants (Non-profit Partnership), Moscow.
2014-2016 — Head of the Main Office of Microfinance Market and Financial Inclusion Methodology, Bank of Russia, Moscow.
2016–2017 — Head of the Service for Protection of Financial Services Consumers and Minority Shareholders, Bank of Russia, Moscow.
2017 to date — Head of the Service for Consumer Protection and Financial Inclusion, Bank of Russia, Moscow.
Member of the Board of Directors, Bank of Russia (appointment effective 10 October 2018).
Oleg Prusakov
Head of Department, Federal Service for Surveillance on Consumer Rights Protection and Human Wellbeing