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Last year, over 128,000 financial complaints... Processing period increased to 46.6 days
Last year, financial complaints exceeded 128,000, with a sharp increase in financial investment sector complaints due to factors such as securities firm system failures.
According to the 'Trends in Financial Complaints and Consultations in 2025' released by the Financial Supervisory Service (FSS) on the 21st, financial complaints last year totaled 128,419 cases, a 10.4% increase compared to the previous year.
This increase was influenced by a rise in financial complaints across the financial investment, non-life insurance, and life insurance sectors.
Financial investment sector complaints amounted to 14,944 cases, marking the highest growth rate with a 65.4% increase compared to the previous year.
In particular, virtual asset complaints surged by 1,014.4%, increasing by 4,088 cases compared to the second half of the previous year when this category was first established.
This was due to an increase in complaints related to issues such as non-payment of benefits from first-trade support fund events for virtual asset exchange Application Programming Interfaces (APIs).
Both asset management (+249 cases, 68.6%↑) and securities (+1,615 cases, 26.9%↑) saw increases.
Complaints in the non-life insurance and life insurance sectors totaled 48,281 and 14,656 cases respectively, showing increases of 19.6% and 12.0%.
In non-life insurance, complaints increased across all types, including insurance claim calculation and payment (+3,135 cases), determination of insurance payment liability (exemption/liability) (+1,893 cases), and insurance sales (+263 cases).
In life insurance, insurance sales decreased by 658 cases, but insurance claim calculation and payment, and liability determination increased by 804 and 344 cases, respectively.
In contrast, banking sector complaints decreased by 10.2% compared to the previous year, totaling 21,596 cases.
However, complaints related to voice phishing, such as account payment suspension, electronic financial transaction restrictions, and improvements in victim prevention systems and internal controls, surged by 125.7%, increasing by 2,423 cases.
Complaints in the small and medium-sized enterprise and low-income sectors also decreased by 2.9%, with 28,942 cases received.
Credit card company complaints decreased by 307 cases, a 2.4% drop, but increased for lenders (+605 cases, 25.8%↑) and credit unions (+572 cases, 28.6%↑).
The number of processed financial complaints increased by 17.0% from the previous year, totaling 127,809 cases.
General complaints processed amounted to 84,240 cases (16.4%↑), and dispute complaints to 43,569 cases (18.2%↑).
The processing period increased by 5.1 days from the previous year to 46.6 days, and the complaint acceptance rate rose by 1.4 percentage points (p) to 41.3% compared to the previous year.
Meanwhile, financial consultations last year increased by 6.4% to 359,063 cases.
With the enforcement of the revised Lending Business Act and active promotion of victim relief methods such as invalidating illegal loan agreements, the number of illegal financial damage reports also increased by 20,218 cases.
Heir inquiries increased by 4.8% compared to the previous year, totaling 310,738 cases.
The FSS stated, "We will prevent consumer damage by strengthening supervision and improving systems throughout the entire lifecycle of financial products," and "We will promote fair and swift victim relief through strengthening the functions of the Dispute Resolution Committee and efficiently processing complaints and disputes."
Furthermore, for insurance, the plan is to swiftly provide victim relief through autonomous complaint processing, such as transferring simple complaints to the association.
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