In 2013, the Financial Supervision Authority received a total of 102 complaints about provision of financial services. The number of complaints grew from 2006-2011, peaking in 2010. From 2011, the number of complaints has decreased.
The predominant share of the complaints lodged in 2013 concerned banking, investment and insurance services, with individual complaints also received regarding insurance brokerage and payment services. The percentage of insurance disputes with respect to all complaints continued to decrease.
In 2013, the Financial Supervision Authority received the greatest number of complaints regarding the activity of Swedbank AS and AS SEB Pank, which also hold the largest market share on the banking market. In terms of market share, a greater proportion of complaints concerned the activity of Danske Bank’s Estonian branch and Nordea Bank Finland Plc’s Estonia branch. As to insurers, the most complaints were lodged regarding the activity of If P&C Insurance AS and ERGO Insurance SE.