March 18, Bucharest. In the first three months of 2025, the quality of negotiations and solutions found between consumers and banks has improved within the Alternative Dispute Resolution Center for Banking (CSALB). The proposals made by CSALB conciliators and accepted by both parties include various benefit mixes such as debt reductions, penalty waivers, refunds, and the closure of foreclosure or debt settlement cases.

Banks remain open to resolving court cases, whether they involve CHF loans granted more than 15 years ago or lawsuits that have not yet reached their first hearing. Since the beginning of the year, consumers have submitted over 800 negotiation requests to banks, with 150 cases already concluded or currently under negotiation. Additionally, 40 requests have been resolved directly, without the intervention of a conciliator, despite being submitted to CSALB.

Last year, CSALB received over 3,500 requests, of which 1,078 turned into negotiation cases. In 94% of conciliations, the parties reached an agreement, and the average benefit obtained in a median resolution time of 15 days per case was €3,000.

As we celebrate International Consumer Rights Day (March 15) and Global Money Week (March 17-23), we emphasize the importance of accurate and transparent information for financial service consumers and the promotion of financial education. Information and education are key tools in combating fake news and the increasing frequency of fraud attempts in the public space. . 

Teodor Bungău, Bihor: “I was pleasantly surprised by how my case was resolved through CSALB, especially since my bank initially refused an amicable settlement, and I had to take legal action. I learned about CSALB from the media and researched it thoroughly before seeking conciliation. Even though I didn’t receive everything I requested, I am satisfied. My wife suggested I ask for €30,000, but since negotiations should benefit both parties, I couldn’t demand that much. I requested €12,000, and after negotiations, the bank agreed to pay me €10,000 in compensation, which led to the closure of my lawsuit. The bank was open to negotiation because they also prefer to avoid legal disputes with their clients.” 

Significant Benefits in a Foreclosure Case

Request: M.A. from Bucharest sought to stop wage garnishments and suspend the foreclosure process. The consumer proposed paying 1,000 RON/month plus 200 RON in legal expenses, similar to a previous foreclosure case they had settled.

Outcome: The bank reduced the total debt of 44,800 RON by 50%, provided the consumer paid equal installments over a year. Initially, the consumer must pay an advance of 3,000 RON, after which the bank will lift the garnishment on their accounts. The remaining 22,400 RON must be paid in 12 equal monthly installments. If the debtor fails to comply, the bank will revoke the debt reduction agreement. To implement the solution, the consumer agreed to withdraw their legal challenge against the foreclosure. Conciliator: Mihaela Budisteanu

CHF Loan Lawsuit Resolved Amicably

Request: P.A. from Mureș requested an amicable solution to end a court dispute.

Outcome: The consumer’s outstanding debt was 42,000 CHF, originating from a 2008 loan contract. The loan holder had passed away, and the request was submitted by the mortgage guarantor. The bank agreed to settle the debt through a payment commitment signed via a court bailiff. The guarantor must pay 2,400 RON per month for 24 months, after which the bank will write off 31,300 CHF from the total debt. The consumer will also cover execution costs and the bailiff’s fee. If they can afford higher monthly payments, they can close the debt earlier. Upon accepting the agreement, the bank will lift account garnishments and suspend foreclosure proceedings. Conciliator: Valentin Cocean

CHF Debt Settlement Resolved via Conciliation

Request: S.M. from Iași sought a solution with their bank to manage their debts.

Outcome: The total debt at the time of conciliation was 69,000 CHF, of which 37,000 CHF consisted of interest and penalties. The bank proposed reducing the debt to 32,000 CHF (the principal amount), stopping interest and penalties, and allowing repayment over five years in monthly installments. To implement the solution, the consumer agreed to withdraw their 2021 debt settlement lawsuit, which involved transferring property ownership to the bank as collateral. Conciliator: Mihaela Budisteanu

Alexandru Păunescu, Representative of the National Bank of Romania in CSALB’s Coordination Board:

“Negotiations between consumers and banks at CSALB have now entered their 10th year of resolving disputes outside of court. We observe clear progress in both the nature of resolved cases and the behavior of involved parties. Many legal cases now find quick resolutions within CSALB, often in just a few weeks—far shorter than litigation.

Among the resolved cases, we see foreclosures, lawsuits that had not yet begun, and even disputes that dragged on for four years before finding amicable solutions at no cost to consumers through CSALB.

The main advantage of this process is that solutions are mutually agreed upon. A consumer who may have made a poor financial decision in the past now has the opportunity to renegotiate their loan terms under CSALB’s guidance. Additionally, they receive expert financial advice to better assess their repayment capacity and contract terms.

We notice that, while consumer requests tend to be less detailed, negotiation mechanisms are becoming increasingly sophisticated. CSALB provides 64 categories summarizing consumer concerns, and solutions often address issues not initially mentioned in requests. This is largely thanks to our experienced conciliators, who have developed tailored negotiation strategies over the past decade based on each bank’s practices and individual consumer needs.

Some banks respond swiftly within 2-3 days, while others prefer fair settlements for pending lawsuits. A few institutions engage in detailed negotiations, occasionally exceeding the recommended 90-day resolution period. In conclusion, the diversity of requests, negotiations, and solutions demonstrates CSALB’s continuous improvement as Romania’s only entity that efficiently and freely mediates consumer-bank disputes with the help of top financial-law experts.”

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About CSALB: CSALB was established following a European Directive and offers free mediation for consumers in less than three months to negotiate with banks or NBFIs on ongoing contracts. Consumers from any county in Romania can submit requests to CSALB by filling out an online form at www.csalb.ro.

If a bank accepts conciliation, a conciliator is assigned. CSALB works with 16 expert conciliators, all top legal and financial specialists. The amicable agreement reached has the same legal force as a court ruling.