In 2025, CNPF Ordered the Review of Over 3,000 Credit Contracts in Favor of Consumers and Implemented New Financial Market Protection Standards

On World Consumer Rights Day, observed annually on March 15, the National Commission of the Financial Market (CNPF) presents a summary of its main activities carried out in 2025 to eliminate unfair commercial practices, refund payments to citizens, and promote legislative reforms that place the consumer at the center of financial supervision and protection policies.

To prevent deviations from legislation in the field of financial consumer protection and ensure the respect of their rights, 5 thematic inspections were carried out at supervised entities throughout 2025.

As a result of the inspections conducted, CNPF ordered the refund of payments to consumers after finding breaches of legal cost caps (interest rates and fees):

Non-bank lending: refund of all payments (excluding the initial amount) for 3,190 credit contracts at three non-bank lending organizations, totaling approximately 195 million lei.

Insurance: ordering an insurance company to re-examine 2,752 claim files settled in 2024, to correct unjustified refusals related to travel medical insurance policies.

Foreign exchange market: inspection of 48 currency exchange units , with sanctions applied to 7 entities for irregularities in the display of exchange rates that could mislead consumers.

Additionally, CNPF summoned 4 entities in the lending sector and 1 insurance company to fulfill obligations mandated by a series of the authority's decisions, with coercive fines of up to 82,500 lei applied in case of non-compliance.

To ensure compliance with the legal framework regarding correct consumer information, CNPF applied, following its own motion, 11 administrative fines to banks and non-bank lending organizations , totaling 225,000 lei, for failing to meet transparency requirements in advertising. Additionally, CNPF applied 2 administrative fines to an insurance company , totaling 8,500 lei , after finding violations of legal provisions regarding the handling of claim files and the use of aggressive commercial practices.

Furthermore, throughout 2025, 914 complaints were received from financial service consumers, covering the following sectors:

Credits and deposits

• 630 complaints regarding abusive contractual clauses, lack of transparency, and interest calculation methods. Frequent issues included unjustified penalties and fees, unilateral modification of variable interest rates without notice, and application of fees external to the contract without clear criteria. Following examination, deviations from Law No. 202/2013 on consumer credit contracts were found, resulting in 5 administrative fines , 25 corrective decisions issued, and claims of approximately 3.35 million lei refunded or annulled.

Insurance

• 163 complaints regarding the amount of insurance compensation, damage assessment procedures, and application of exclusions in claim files. The authority applied 4 administrative fines and issued 3 decisions , finding violations of Law No. 105/2003 on consumer protection and Law No. 106/2022 on mandatory third-party motor insurance (RCA), including lack of information transparency in AUTOCASCO policies. Interventions led to the payment of approximately 877,000 lei in insurance compensation.

Payment and foreign exchange services – 121 complaints were registered regarding fraudulent withdrawals, card blocking, payment processing delays, and incorrect display of exchange rates. The authority issued 2 decisions , finding violations of Law No. 114/2012 and considering the incorrect display of exchange rates an unfair commercial practice. Interventions led to the recovery of 218,000 lei .

In addition to managing complaints, authority employees provided direct assistance to consumers through the Financial Services Information Hotline, receiving over 3,300 phone calls .

At the same time, the institution continued to provide support in disputes between consumers and financial service providers, being involved in over 400 cases to contribute to protecting consumers' rights and interests.

A key moment for the financial market was the entry into force on October 25, 2025, of the new regulatory framework for financial consumer protection, aligned with European standards. The new provisions bring additional guarantees for citizens, including:

protection standards for loan contracts issued by savings and loan associations

clear and unified complaint resolution procedures

enhanced protection in credit contracts and mandatory restructuring policies for debtors in financial difficulty

similar rights for guarantors and debtors

mandatory pre-contractual information and assessment of client needs before concluding an insurance contract

use of new original parts in car repairs for 3 years from first registration

rules for the bundled sale of insurance products

introduction of amicable settlement in electronic format.

Efforts to improve the legal framework for consumer protection to European standards will continue throughout 2026. These measures aim to reduce the risk of over-indebtedness, increase transparency, and strengthen consumer confidence in financial services.

Throughout 2025, CNPF intensified financial education and fraud prevention activities. Through the "CNPF Explains" and "CNPF Warns" campaigns, the public was informed about risks associated with cryptocurrency investments and fraud schemes distributed via messaging applications.

Additionally, during financial education sessions organized in 2025, over 750 adults and approximately 600 young people participated in interactive discussions on financial consumer protection, responsible management of personal finances, and safe use of digital financial services.

A new bill on mortgage loans: more transparency and protection for consumers

Training workshop for CNPF specialists on the regulation and supervision of crypto-assets