Financial Consumer protection frameworks are concerned with ensuring the rights of consumers of financial products and services and protecting them from fraud, losses, and market abuses. Weak financial consumer protection can result in consumers being harmed by financial products rather than benefitting from them. This page provides information about trust in, satisfaction with, and conflicts with financial institutions. High conflict prevalence, little chance to do anything about it or generally low levels of satisfaction with financial service providers undermine trust in the financial system and impede financial inclusion. Hence, consumer protection is critical in bolstering confidence in the financial system and increasing financial inclusion. A database query tool helps you better understand prevalence of financial service provider conflicts across different subgroups of the population. You can also generate graphs to compare countries.

Click on the links below to see the details for a specific economy. To sort data click on the column headers.

About Financial Capability and Consumer Protection

The Financial Capability and Consumer Protection surveys measure the internal capacity to take sound financial decisions, as well as the interaction of this capacity with the enabling environment. Measured external factors include the existing financial infrastructure and consumer protection mechanisms.

VIEWING INDICATORS

Percent of adults who were dissatisfied with a financial product in the past 5 yearsThis indicator denotes the percentage of respondents (aged +18) who were dissatisfied with a financial product in the past 5 years.
Percent of adults who stopped using a financial product due to dissatisfactionThis indicator denotes the percentage of respondents (aged +18) who stopped using a financial product due to dissatisfaction.
Percent of adults who highly trust in banksThis indicator denotes the percentage of respondents (aged +18) who highly trust in banks.
Percent of adults who highly trust in insurance companiesThis indicator denotes the percentage of respondents (aged +18) who highly trust in insurance companies.
World8.44.817.913.1
Eastern Europe and Central Asia7.24.217.513.1
Middle East and North Africa14.7819.213.2
Azerbaijan (2009)4.43.6....
Bosnia and Herzegovina (2011)4.32.920.820
Bulgaria (2010)125.620.413.5
Romania (2010)6.53.811.25.7
Russian Federation (2008)8.65.3....
West Bank and Gaza (2011)14.7819.213.2