| Main Findings |
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In 2009, the Banking Supervision Department handled 8,600 enquiries and complaints from the customers of the banks and credit card companies (not including telephone enquiries). . |
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26.6 percent of complaints against the banks and credit card companies were found to be justified in 2009. The proportion of justified complaints out of total complaints for which a position was taken was highest for First International Bank and Mizrahi-Tefahot Bank (about 33 percent) and lowest for Bank Leumi (about 17 percent). |
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Total refunds to customers as a result of enquiries and refunds to groups of customers as a result of violations revealed by complaints totaled about NIS 10.5 million. |
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As a result of the comprehensive reorganization implemented by the Banking Supervision Department in the area of mortgages and bank fees, there was a significant decline in the number of enquiries and complaints received in these areas |
