{"id":9763,"date":"2020-02-13T18:31:17","date_gmt":"2020-02-13T16:31:17","guid":{"rendered":"https:\/\/csalb.ro\/?p=9763"},"modified":"2020-02-13T18:31:17","modified_gmt":"2020-02-13T16:31:17","slug":"report-on-the-alternative-dispute-resolution-activity-as-at-31-12-2019","status":"publish","type":"post","link":"https:\/\/csalb.ro\/en\/abdrc-reports\/report-on-the-alternative-dispute-resolution-activity-as-at-31-12-2019\/","title":{"rendered":"REPORT ON THE ALTERNATIVE DISPUTE RESOLUTION ACTIVITY AS AT 31.12.2019"},"content":{"rendered":"<p><span><strong> The Alternative Banking Dispute Resolution Centre started its alternative dispute resolution operational activity on 01.03.2016, with the receipt of the first application from a consumer. <\/strong><\/span><!--more--><\/p>\n<p class=\"p1\"><span class=\"s1\">In <strong>2019<\/strong>, we received as many as<strong> 3,123 written applications<\/strong> from consumers:<\/span><\/p>\n<ul>\n<li><strong>2,117 of the written applications were found compliant<\/strong>;<\/li>\n<li>66 were found non-compliant;<\/li>\n<li>940 were requests for various information (about the ADR procedures).<\/li>\n<\/ul>\n<p class=\"p1\"><span class=\"s1\">Distribution of the complete casefiles to conciliators is done randomly (via the IT App), term of the availability and workload of each conciliator.<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">Means of filing compliant applications:<\/span><\/p>\n<ul>\n<li><strong>699 were filed by email; <\/strong>;<\/li>\n<li><strong>1.182 were filled in\/submitted online<\/strong> (via the IT App which went live on 23 July 2018; this is now the method of choice for consumers);<\/li>\n<li>72 were brought to, and registered personally by consumers with the office of ABDRC;<\/li>\n<li>164 were mailed.<\/li>\n<\/ul>\n<p class=\"p1\"><span class=\"s1\">The applications received from consumers covered the <strong>following topics:<\/strong><\/span><\/p>\n<ul>\n<li><strong>Problems in connection credit products:<\/strong><\/li>\n<\/ul>\n<p class=\"p1\"><span class=\"s1\">-Repayments (fees\/commissions, interest);<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-Reduction of loan balance\/debt\/installation, or writing off thereof;<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-Rescheduling\/refinancing\/staging-out;<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-Agreement renegotiation\/rebalancing (including in case of hardships);<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-Finding a solution to address the problems (in general);<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-Conversion of the loan currency;<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-Problems with insurance policies (bancassurance);<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-Interest recalculation;<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-Payment commitments;<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-Maturity acceleration;<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-Credit Office (deregistration from CO);<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-Removal of certain clauses.<\/span><\/p>\n<ul>\n<li><strong>Operational problems:<\/strong><\/li>\n<\/ul>\n<p class=\"p1\"><span class=\"s1\">-Problems with operation of the ATMs (including repayment of amounts);<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-Problems in connection with bank transfers and repayment of transaction fees;<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-Repayment of amounts in case of processing errors;<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-Recovery of amount wrongly transferred by consumers (internet banking);<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-Requests for clarifications as to calculation and the amounts withdrawn by banks from the credit card;<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-Other card-related problems (cancellation\/name change);<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-Problems in connection with the exchange rate and interests charged when using the cards abroad;<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-Problems regarding inter-banking transfers.<\/span><\/p>\n<ul>\n<li><strong>Problems related to other types of activities:<\/strong><\/li>\n<\/ul>\n<p class=\"p1\"><span class=\"s1\">-Problems in connection with forced execution (suspensions\/stays of proceedings);<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-Requests to be issued documents (repayment schedules, statement of accounts, etc.);<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-Repayment of garnished amounts;<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-Mortgage deregistration.<\/span><\/p>\n<ul>\n<li><strong>Qualification of the 2,117 compliant applications (as at December 31, 2019):<\/strong><\/li>\n<\/ul>\n<p class=\"p1\"><span class=\"s1\">-664 turned into casefiles (of which, 9 casefiles based on applications filed in 2018);<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-176 are currently screened (as at 31.12.2019);<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-233 applications were settled amicably after the referral to ABDRC;<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-1,053 were closed.<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">The applications filed with ABDRC concerned both financial and banking institutions, as well as non-banking financial institutions, as follows:<\/span><\/p>\n<p><strong>Banks:<\/strong><\/p>\n<ul>\n<li>1,770 compliant applications;<\/li>\n<li>645 were turned into casefiles;<\/li>\n<li>69 are currently screened (as at 31.12.2019);<\/li>\n<li>207 applications were settled amicably after the referral to ABDRC;<\/li>\n<li>858 were closed.<\/li>\n<\/ul>\n<p><strong>NBFIs:<\/strong><\/p>\n<ul>\n<li>347 compliant applications;<\/li>\n<li>19 turned into casefiles;<\/li>\n<li107 are currently screened (as at 31.12.2019);<\/li>\n<li>26 applications were settled amicably after the referral to ABDRC;<\/li>\n<li>195 were closed.<\/li>\n<\/ul>\n<p class=\"p1\"><span class=\"s1\">Applications are closed when traders refused the settlement of the disputes via the ADR procedure, and reasons for closing compliant applications fall within several categories:<\/span><\/p>\n<ul>\n<li><strong>Good reasons &#8211; the application concerns:<\/strong><\/li>\n<\/ul>\n<p class=\"p1\"><span class=\"s1\">-deregistration of entries from the Credit Office;<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-&#8220;First House&#8221; loans;<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-assigned claims;<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-the state premium under saving-credit contracts.<\/span><\/p>\n<ul>\n<li><strong>Reasons related to consumers:<\/strong><\/li>\n<\/ul>\n<p class=\"p1\"><span class=\"s1\">-selection of a trader the business of which is not regulated by the National Bank of Romania;<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-selection of a trader they don&#8217;t have commercial relations with;<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-the applicant is a legal entity;<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-the information\/documents required for resolving the application have not been supplied.<\/span><\/p>\n<ul>\n<li><strong>Other reasons:<\/strong><\/li>\n<\/ul>\n<p class=\"p1\"><span class=\"s1\">-pending court proceedings;<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-forced execution procedures have already been initiated;<\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">-traders made several offers, but all of them were turned down by consumers (before approaching ABDRC), and traders maintain their point of view in the initial answer sent to consumers.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p class=\"p1\"><span class=\"s1\">As many as 176 applications are in<strong> the screening phase<\/strong> (reviews of completeness of the documentation, requests for information and supporting documents).<\/span><\/p>\n<p>&nbsp;<\/p>\n<p class=\"p1\"><span class=\"s1\"><strong>Qualification of the 664 casefiles in the procedure with proposed solution (as at 31.12.2019):<\/strong><\/span><\/p>\n<ul>\n<li>441 successful resolutions\/cases (solutions accepted by both parties) &#8211; <strong>accounting for 86% of the total solutions rendered;<\/strong><\/li>\n<li>74 reports\/cases where the parties have not agreed upon a common solution &#8211; accounting for 14% of the total solutions rendered;<\/li>\n<li>18 casefiles in which one party withdrew from the procedure;<\/li>\n<li>21 preliminary casefiles;<\/li>\n<li>110 casefiles in the phase of discussions with the parties.<\/li>\n<\/ul>\n<p class=\"p1\"><span class=\"s1\"><strong>The total benefits resulted from the conciliation managed by ABDRC were in excess of EUR 1.255 million in 2019, going up by approximately 25% vs. 2018 when the amount of these benefit reached EUR 1.014 million.<\/strong><\/span><\/p>\n<p class=\"p1\"><span class=\"s1\"><strong>Overall, since the beginning of ABDRC&#8217;s activity, the benefits resulted from the conciliation managed via Acquisition amount to more than EUR 2.65 million.<\/strong><\/span><\/p>\n<p class=\"p1\"><span class=\"s1\"><strong>Statistical information as at 31.12.2019 is available in the charts below:<\/strong><\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-9388\" src=\"https:\/\/csalb.ro\/wp-content\/uploads\/2020\/02\/banner1.png\" alt=\"\" width=\"700\" height=\"358\"><br \/>\n<img decoding=\"async\" class=\"aligncenter wp-image-9388\" src=\"https:\/\/csalb.ro\/wp-content\/uploads\/2020\/02\/banner2.png\" alt=\"\" width=\"700\" height=\"358\"><br \/>\n<img decoding=\"async\" class=\"aligncenter wp-image-9388\" src=\"https:\/\/csalb.ro\/wp-content\/uploads\/2020\/02\/banner-3.png\" alt=\"\" width=\"700\" height=\"358\"><br \/>\n<img decoding=\"async\" class=\"aligncenter wp-image-9388\" src=\"https:\/\/csalb.ro\/wp-content\/uploads\/2020\/02\/banner-4.png\" alt=\"\" width=\"700\" height=\"358\"><strong>*Data available as at 31.12.2019<\/strong><br \/>\n<img decoding=\"async\" class=\"aligncenter wp-image-9388\" src=\"https:\/\/csalb.ro\/wp-content\/uploads\/2020\/02\/banner-5.png\" alt=\"\" width=\"700\" height=\"358\"><strong>*Data available as at 31.12.2019, considering that more than 130 casefiles are now in progress.<\/strong><\/p>\n<p class=\"p1\"><span class=\"s1\"><strong>Explanatory notes:<\/strong><\/span><\/p>\n<p class=\"p1\"><span class=\"s1\">Casefiles favourably resolved, by resolutions = casefiles where parties have agreed to the solution proposed by the conciliator;<br \/>\nReports = casefiles\/cases where the parties have not agreed upon a solution.<\/span><\/p>\n<a class=\"za-btn custom-font-7 animate_icon\" href=\"https:\/\/csalb.ro\/wp-content\/uploads\/2020\/02\/Raport-anual-CSALB_2019_ROENSIG_f.pdf\" target=\"_self\" style=\" font-size:11px;  letter-spacing:2px;  padding-top:10px; padding-bottom:10px;  padding-right:20px;  padding-left:20px;  border:2px solid #ee7f01;  border-radius: 0px; -webkit-border-radius: 0px; -moz-border-radius: 0px; -o-border-radius: 0px;  color: #ee7f01;  background-color: #ffffff; \" onmouseover=\" this.style.color='#f5ca89'; this.style.backgroundColor='#333333'; this.style.borderColor='#333333';\" onmouseout=\" this.style.borderColor='#ee7f01'; this.style.color='#ee7f01'; this.style.backgroundColor='#ffffff';\"><span class=\"button-text\"><span class=\"icon\"><i class=\"fa fa-download\"><\/i><\/span>Download<\/span><\/a>\n","protected":false},"excerpt":{"rendered":"<p>The Alternative Banking Dispute Resolution Centre started its alternative dispute resolution operational activity on 01.03.2016, with the receipt of the first application from a consumer.<\/p>\n","protected":false},"author":4,"featured_media":9774,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[96],"tags":[],"class_list":["post-9763","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-abdrc-reports"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>REPORT ON THE ALTERNATIVE DISPUTE RESOLUTION ACTIVITY AS AT 31.12.2019 - Are you involved into a financial or banking dispute? | www.csalb.ro<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/csalb.ro\/en\/abdrc-reports\/report-on-the-alternative-dispute-resolution-activity-as-at-31-12-2019\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta 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