Consumer Protection at the National Bank — Currency Exchangers and Deposit Operations

Where is a payment-services complaint examined?

By the independent dispute resolution commission at the National Bank. Examination begins with the consumer's complaint and is free of charge.

What information must a currency exchange point give a consumer?

Complete information about the exchange rate and, where a service fee exists, its amount. The rules for providing information and cancelling a transaction are set by the National Bank.

Who may receive consumer information from an exchange point?

The transaction parties and their representatives, the National Bank, the dispute resolution commission, the Financial Monitoring Service in cases defined by law, and the State Audit Service during an inspection. Others — only under a court decision or the consumer's written consent.

On what conditions does the National Bank lend to the Deposit Insurance Agency?

Only at a time of acute liquidity shortage, with appropriate collateral. The loan is as short-term as possible, its term does not exceed six months, and the interest rate is close to the market rate and not lower than the National Bank's one-day standing facility rate.

What are minimum reserve requirements?

Requirements set for a commercial bank, microbank and non-bank deposit institution, defined as a percentage ratio of attracted funds; keeping the reserves at the National Bank may be made mandatory by the Bank's decision.

4 min·28 Aug 2026

The protection of consumer rights in the financial sector is a distinct area among the National Bank's tasks. The Organic Law on the National Bank regulates how the Bank shapes consumer protection rules for financial sector representatives, loan-giving entities and virtual asset service providers, where complaints related to payment services are examined, what requirements apply to currency exchange points, and how the Bank's loan and deposit operations are carried out. This page explains these matters in detail.

The general framework of consumer protection

By a legal act the National Bank may set for a financial sector representative and a loan-giving entity various consumer protection rules: rules for the protection of consumers' rights when a loan or bank credit is issued or funds are attracted — including the consumer's right to withdraw from the contract and the provision of information essential for the consumer; as well as other rules that may differ from the general rules established by civil legislation — for example, regarding an early repayment commission. For a virtual asset service provider, too, the Bank sets a consumer protection rule, including the provision of essential information to the consumer.

Within the powers provided by this law, the National Bank ensures compliance with the requirements of the Law on Consumer Protection. To this end it issues legal acts, conducts measures, gives written instructions, imposes additional requirements and restrictions, and applies supervisory measures and sanctions. The likelihood that a consumer's right is actually protected depends precisely on these instruments.

Updated: 14 Oct 2026

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Consumer Protection at the National Bank — Currency Exchangers and Deposit Operations

Where is a payment-services complaint examined?

By the independent dispute resolution commission at the National Bank. Examination begins with the consumer's complaint and is free of charge.

What information must a currency exchange point give a consumer?

Complete information about the exchange rate and, where a service fee exists, its amount. The rules for providing information and cancelling a transaction are set by the National Bank.