{"id":14498,"date":"2025-02-13T15:34:31","date_gmt":"2025-02-13T13:34:31","guid":{"rendered":"https:\/\/csalb.ro\/?p=14498"},"modified":"2025-02-13T15:34:31","modified_gmt":"2025-02-13T13:34:31","slug":"banks-willingness-to-negotiate-with-consumers-through-csalb-increased-23-times-between-2016-and-2024","status":"publish","type":"post","link":"https:\/\/csalb.ro\/en\/press-releases\/banks-willingness-to-negotiate-with-consumers-through-csalb-increased-23-times-between-2016-and-2024\/","title":{"rendered":"Banks\u2019 willingness to negotiate with consumers through CSALB increased 23 times between 2016 and 2024"},"content":{"rendered":"

[vc_row][vc_column][vc_column_text]13 February, Bucharest. <\/strong>In 2024, banks agreed to enter into 1,077 negotiations with consumers<\/strong> following requests submitted to the Alternative Dispute Resolution Center for Banking (CSALB). Compared to the first year of negotiations between consumers and banks (2016), last year saw a 23-fold increase<\/strong> in banks\u2019 willingness to find a solution together with CSALB conciliators to resolve financial service-related issues raised by consumers.<\/p>\n

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Between 2016 and 2024, approximately 4,300 negotiations<\/strong> between consumers and banks concluded with a mutual agreement. In 2024, banks accepted 1,077 negotiations<\/strong>, while non-banking financial institutions (NBFIs) turned only one request<\/strong> into a conciliation case. Last year, 989 negotiations<\/strong> resulted in an agreement, while in 65 cases<\/strong>, the parties could not reach a settlement. The conciliation success rate reached 94%<\/strong>, the highest in CSALB\u2019s history.<\/p>\n

While the number of negotiations at CSALB has increased, the number of direct resolutions has steadily declined over the past three years. Last year, 301 requests<\/strong> sent to CSALB were resolved without the intervention of a conciliator, compared to 555 in 2023<\/strong> and 592 in 2022<\/strong>. These cases were settled directly by financial institutions after being reported to CSALB. The decline in direct resolutions may be attributed to increasing case complexity<\/strong>, requiring a conciliator\u2019s intervention, as well as greater openness from banks<\/strong> to negotiate through a third party.<\/p>\n

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Between 2016 and 2024, 18,300 requests<\/strong> were submitted to CSALB by consumers facing difficulties in repaying loans or having disputes with banks and NBFIs. These cases involved loan non-repayment issues, financial hardships caused by social and family problems, ongoing lawsuits with banks, etc.<\/strong><\/p>\n

For the first time, the number of requests exceeded 3,500 per year<\/strong>. Compared to 2016, the number of requests in 2024 was 15 times higher<\/strong>. Of the 3,568 requests<\/strong>, 2,644 were directed to banks<\/strong>, and 924 to NBFIs<\/strong>. Additionally, six legal entities<\/strong> submitted requests to banks, resulting in five conciliation cases<\/strong>.<\/p>\n

What the parties achieved: a short problem-solving timeframe, with an average of 15 days, and an average negotiation outcome of 3,000 euros.<\/strong>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column]

<\/div><\/div>[\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n

What the parties achieved: a short problem-solving timeframe, with an average of 15 days, and an average negotiation outcome of 3,000 euros.<\/strong><\/h2>\n

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<\/div><\/div>[\/vc_column][\/vc_row][vc_row][vc_column width=”1\/2″][vc_column_text]\"\"[\/vc_column_text][\/vc_column][vc_column width=”1\/2″][vc_column_text]By law, a negotiation between a consumer and a bank should last around 90 days<\/strong>, but in 2024, the average resolution time dropped to 15 days<\/strong>, benefiting both parties. Camelia Popa<\/strong> had the fastest resolution time among CSALB conciliators, with an average of 10 days<\/strong> from the bank\u2019s acceptance of the case to the agreement on the proposed solution.<\/p>\n

Top Conciliators in 2024:<\/strong><\/p>\n