New report reveals: This is the bank with the highest rate of justified complaints

The rate of justified complaints at Mizrahi Tefahot Bank, managed by Moshe Larry, is the lowest among the banks (12.8%). According to the Supervisor of Banks’ examination, the ratio between the Bank’s share in the number of complaints received by the Supervisor of Banks and its share in the system (19.3%) is the lowest.

This is the fourth year in a row that the bank has been rated as qualitative in this respect. On the other hand, Discount Bank was ranked in these indices as the “worst” bank in terms of the rate of justified complaints (34.7%). In the penultimate place is Bank Leumi, with a justified complaint rate of 28.9%.

Moshe Larry (Photo: Avshalom Shashoni)


In 2020, Bank Complaints Commissioners handled 35,700 complaints and 13,300 different applications. 75% of the customers who applied received a response within 30 days. 25% of the customers who applied received relief. This year, partly due to the corona crisis, information requests and complaints jumped by 43%, from 7,397 to 10,487.

The rate of justified complaints was 24%. The number of complaints in the first half of 2021 increased by 10% compared to the corresponding period last year and amounted to 5,049, when as part of the treatment, customers were reimbursed NIS 6.1 million.

Yair Avidan (Photo: Bank of Israel Spokeswoman)Yair Avidan (Photo: Bank of Israel Spokeswoman)


The data for 2020 also show that the Supervisor ordered banks where deficiencies were found to return to a group of customers illegally collected in the amount of NIS 14.7 million. The shortcomings concerned the collection of fees, computer systems, bank control and more. In the same year, banks and credit companies were fined NIS 1.91 million for violating consumer directives: NIS 37,500 against Isracard, NIS 975,000 against Leumi and NIS 900,000 against the credit company Max.

The Supervisor of Banks, Yair Avidan: “The Supervisor expects every bank to promote and assimilate the value of fairness from the perspective of placing the customer at the center. The expectation is that beyond compliance with consumer regulation, the corporation will assimilate quality service.


Source: Maariv.co.il – כלכלה בארץ by www.maariv.co.il.

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