Bucharest, April 15, 2021 - More than 96% of consumers of non-banking financial services said they were satisfied with the information received last year from the experts of the Call Center of the Financial Supervision Authority.
This aspect is highlighted by the result of the opinion poll conducted on "consumer satisfaction of non-bank financial products". Depending on the score given to the Net Promoter Score question (were you satisfied with the information provided ?, were you helpful?), The A.S.F. Call Center obtained a score of 96.4% satisfied consumers during 2020.
The A.S.F. registered last year a number of 18,126 calls, increasing by almost 35% compared to 2019, which proves that the public relations activity is an efficient and credible source of information for consumers of non-bank financial services.
The Financial Supervisory Authority pays special attention to the continuous development of the specialized assistance process provided to consumers, by increasing the quality of the assistance act offered through the Call Center. For example, the consumer who calls the A.S.F. he is identified in terms of the level of knowledge and experience in the non-banking financial field, and then the required information is transmitted to him according to his training and experience. At the same time, the risks to which he may be exposed in case of choosing non-compliant financial products are specified and he is advised to make investment decisions only when he understands the associated risks and can financially support any losses.
In 2020, the experts of the A.S.F. they have provided specialist assistance to consumers in order to clarify all their requests, facilitating non-discriminatory access to active systems for resolving requests, requests for information and petitions. Also, the persons who called the number 0800.825.627 were advised on the manner in which the legal formalities regarding the submission and completion of the documentation must be observed, in order to solve all the aspects presented by telephone by them.
Insurance, in the top interest of consumers
Insurance information was most sought after by consumers. The number of calls related to this sector was 8,834 (48.73% of the total calls received), increasing by 29.21% compared to 2019. The private pension system was in second place, in terms of consumer interest: 5,521 calls (30.46% of the total calls received), increasing by 32.68% compared to 2019.
According to the analysis regarding the activity of the Authority's Call Center, over 900 appeals concerned the Alternative Dispute Resolution Entity in the non-banking Financial Field SAL-Fin, increasing by 51.09% compared to 2019, while the appeals with on the Financial Instruments and Investments Sector numbered 507, increasing by about 62% compared to 2019.
The Call Center of the Financial Supervision Authority can be called at 0800.825.627, from Monday to Wednesday between 10:00 and 17:00, on Thursday between 10:00 and 18:00, and on Friday from 10:00 to 14:30 .
About the Financial Supervisory Authority
The Financial Supervisory Authority is the national authority, established in 2013 by GEO 93/2012 approved by Law 113/2013, for the regulation and supervision of the insurance markets, private pensions, as well as the capital market. A.S.F. contributes to strengthening the integrated functioning framework of the three sectors, amounting to over 10 million participants. More information can be found on www.asfromania.ro.