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01.04.2026
BANKS ARE RECOMMENDED TO PROACTIVELY INFORM CLIENTS OF RESTRICTIONS AND REMEDIAL STEPS
The Bank of Russia recommends that banks proactively contact clients - without waiting for inquiries - after suspending transactions or remote banking services under cybersecurity and anti-money laundering legislation.
Banks are advised to inform clients not only of the imposed restrictions, but also of grounds for such measures. They should maintain the ability for clients to contact the bank via remote channels even in the event access to online banking has already been suspended. In addition, banks should provide step-by-step guidance on how to resolve the situation. If a bank refuses to lift restrictions, it should explain the procedure for appealing such decision.
Clients should also be informed of how to apply for removal from the database of fraudulent transactions.
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