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Bank of Russia urges lenders to help struggling borrowers before payments are missed
New guidance recommends early contact, tailored repayment options and dedicated advice channels to reduce reliance on unscrupulous debt-relief intermediaries.
The Bank of Russia has urged lenders to contact customers facing repayment difficulties before they miss a payment, recommending tailored help and a separate channel for debt consultations. The regulator published the guidance on November 5, 2026, alongside an information letter dated November 2.
The recommendations are intended to improve direct communication between banks and borrowers and reduce the risk that customers turn to unscrupulous intermediaries promising to eliminate debts.
Banks should act before arrears develop
The letter covers borrowers already struggling to meet loan obligations. It also asks lenders to pay attention to customers who still pay on time but show signs of weakening ability to repay.
A further group comprises borrowers whom the bank understands to be considering services from unscrupulous debt-relief intermediaries. The recommendation is therefore broader than a response triggered only by an overdue instalment.
The central bank's November 5 announcement says lenders should discuss possible solutions with the customer rather than wait for arrears. The original letter is addressed to credit institutions and signed by Deputy Governor Mikhail Mamuta.
What banks are asked to offer
Examples in the letter include reducing or cancelling accrued penalties, in full or in part, and deferring repayment of principal or accrued interest, including part of the interest.
These measures address different parts of a loan. A reduction in penalties changes additional charges; a deferral changes the timing of payment. Neither example should be described as a universal cancellation of the outstanding principal.
The wording is advisory. The publication does not establish an automatic right for every borrower to receive a particular concession, nor does it report that all banks have introduced the suggested arrangements. The options are to be discussed in light of the customer's circumstances.
A direct route to advice
The regulator also recommends a separate contact channel, such as a telephone number or email address, for customers having difficulty repaying.
It says bank employees should use that channel to provide consultations on debt resolution suited to the person's situation. The purpose is more specific than a general customer-service inbox: it is a route for discussing repayment problems directly with the lender.
Russia Economy's banking-system guide provides broader background on lenders and supervision. The new letter focuses on communication and handling of individual borrowers, rather than announcing a change in the policy rate or system-wide loan volumes.
Why the regulator is targeting intermediaries
The Bank of Russia warned that some intermediaries run aggressive advertising and create unrealistic expectations, including promises that all debts can be written off while all property is retained during bankruptcy.
Its announcement said advice to ignore loan payments can worsen a borrower's position. The criticism concerns unscrupulous practices; it is not evidence that every provider of debt advice behaves that way.
For the banking sector, the requested change is earlier, more targeted engagement with customers under strain. The publication supplies no estimate of how many borrowers will receive help or how much debt will be restructured. Those outcomes depend on implementation and subsequent reporting.
