CNPF: from 1 October, financial companies must answer complaints within 15 working days
From 1 October, financial service providers supervised by the National Commission for Financial Markets (CNPF) must respond to customer complaints within 15 working days. Where the law allows, the deadline can be extended to 35 working days.
The new regulation sets uniform rules: customers file complaints through a clear procedure, can track their progress and receive a reasoned reply. Providers must explain their decision and set out any next steps. Companies are also required to analyse why complaints arise, identify recurring problems and fix them so that other customers are not affected. CNPF advises customers to take complaints to the provider first.
What it means for you
- If you have a problem with insurance, leasing or a non-bank loan, you are entitled to a reasoned answer within 15 working days.
- Keep proof that you filed the complaint — the deadline runs from that date.
- Financial companies need to update their internal procedures and track recurring complaints.
Source: InfoMarket, 30.09.2026