Echitate! Acesta este cuvântul de ordine atunci când vine vorba de concilierea relației dintre consumatori și bănci. CSALB primește cereri online direct de pe site-ul www.csalb.ro. Consumatorii din orice județ al țării pot trimite solicitări fără să se deplaseze la sediul CSALB. Liviu Fenoghen, director CSALB, îi sfătuiește pe consumatori să atașeze cererii documente justificative pentru toate motivele pe care le invocă drept piedici în plata ratelor sau pentru alte solicitări. Atenție, în cadrul CSALB cazurile și contractele nu sunt judecate din punct de vedere al legalității lor – asta fac instanțele, ci sunt analizate din punctul de vedere al echității. Cu alte cuvinte, este analizată situația familială și financiară a consumatorului. Apoi, dacă banca decide să intre în negociere cu consumatorul, este rândul conciliatorului din cadrul CSALB să conducă negocierile dintre părți, de cele mai multe ori prin e-mail și telefonic. La final, acesta va propune o soluție pe care părțile o pot accepta sau o pot refuza.
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