Consumer Finance Risk Monitor 2026

Annex B. Methodological notes for selected figures and glossary

Chapter 1: Monitoring risks faced by financial consumers

Figure 1.6. Goals and objectives of financial consumer protection regulatory and supervisory frameworks

All respondents are represented in the graph except for Mauritius and Uruguay. For the full list, see Annex A.

Chapter 2: Risks stemming from the operating environment

Figure 2.1. Operating environment risks

All respondents are represented in the graph except for India. For the full list, see Annex A.

Figure 2.2. Most significant operating environment risks, by income level

All respondents are represented in the graph except for India. For the full list, see Annex A.

Figure 2.3. Change in the number of reported financial scams and frauds

All respondents are represented in the graph except the following. For the full list, see Annex A.

 

Armenia	Austria	Bosnia and Herzegovina	Bulgaria
Costa Rica	Czechia	Germany	Hong Kong (China)
Hungary	India	Israel	Italy
Japan	Libya	Malaysia	Mali
Mauritius	Nepal	Netherlands	New Zealand
North Macedonia	Romania	Sweden	Türkiye
Ukraine	United Kingdom	Uruguay	Zambia

Table 2.1. Five most significant types of financial scams and frauds, by people affected and by financial losses

All respondents are represented in the table (By people affected) except the following. For the full list, see Annex A.

 

Bosnia and Herzegovina	Costa Rica	Germany	Japan
Malaysia	Uruguay

All respondents are represented in the table (By financial losses) except the following. For the full list, see Annex A.

 

Austria	Bosnia and Herzegovina	Brazil	Costa Rica
Germany	Hong Kong (China)	Japan	Lesotho
Mali	Nepal	Philippines	Slovak Republic
Uruguay

Chapter 3: Demand-side risks

Figure 3.1. Demand-side risks

All respondents are represented in the graph except for India. For the full list, see Annex A.

Figure 3.2. Most significant demand-side risks, by income level

All respondents are represented in the graph except for India. For the full list, see Annex A.

Chapter 4: Conduct-related risks

Figure 4.1. Conduct-related risks

All respondents are represented in the graph except the following. For the full list, see Annex A.

 

Austria

India

Kosovo

Figure 4.2. Most significant conduct-related risks, by income level

All respondents are represented in the graph except the following. For the full list, see Annex A.

 

Austria

India

Kosovo

Figure 4.3. Regulatory and supervisory actions taken in 2025 to address lack of or ineffective disclosures

Respondents:

 

Armenia	Australia	Bosnia and Herzegovina	Brazil
Bulgaria	Canada	Colombia	Czechia
Eswatini	Finland	Hong Kong (China)	Hungary
Ireland	Italy	Jordan	Lesotho
Mauritius	Montenegro	Nepal	Panama
Philippines	Portugal	South Africa	Uzbekistan

Figure 4.4. Regulatory and supervisory actions taken in 2025 to address poor advice or failure to conduct suitability assessments

Respondents:

 

Canada	Colombia	Eswatini	Hong Kong (China)
Japan	Libya	Lithuania	Malaysia
Malta	Moldova	Montenegro	Mozambique
North Macedonia	Panama	Poland	Serbia
Slovak Republic	Slovenia	United Kingdom

Figure 4.5. Regulatory and supervisory actions taken in 2025 to address dishonest sales practices

Respondents:

 

Australia	Belgium	Brazil	Bulgaria
Croatia	Czechia	Israel	Italy
Japan	Jordan	Lithuania	Luxembourg
Mozambique	North Macedonia	Romania	South Africa
Türkiye	Ukraine

Figure 4.6. Regulatory and supervisory tools

All respondents are represented in the graph except the following. For the full list, see Annex A.

 

Bosnia and Herzegovina

Costa Rica

Uruguay

Figure 4.7. Effectiveness of tools used to monitor conduct-related risks

All respondents are represented in the graph except the following. For the full list, see Annex A.

 

Bosnia and Herzegovina	Costa Rica	Finland	United Kingdom
Uruguay

Chapter 5: Products and services giving rise to consumer detriment

Figure 5.1. Products and services giving rise to consumer detriment in the banking and payments sector

All respondents are represented in the graph except the following. For the full list, see Annex A.

 

Austria	Costa Rica	Japan	Luxembourg
Mauritius	Montenegro	Nepal	Singapore
Slovenia	Uruguay

Figure 5.2. Banking and payment products and services giving rise to consumer detriment, by income level

All respondents are represented in the graph except the following. For the full list, see Annex A.

 

Austria	Costa Rica	Japan	Luxembourg
Mauritius	Montenegro	Nepal	Singapore
Slovenia	Uruguay

Figure 5.3. Products and services giving rise to consumer detriment in the consumer credit sector

All respondents are represented in the graph except for following. For the full list, see Annex A.

 

Bosnia and Herzegovina	Hungary	India	Indonesia
Japan	Libya	Mauritius	Montenegro
Nepal	Singapore	South Africa

Figure 5.4. Consumer credit products and services giving rise to consumer detriment, by income level

All respondents are represented in the graph except for following. For the full list, see Annex A.

 

Bosnia and Herzegovina	Hungary	India	Indonesia
Japan	Libya	Mauritius	Montenegro
Nepal	Singapore	South Africa

Figure 5.5. Products and services giving rise to consumer detriment in the insurance sector

All respondents are represented in the graph except for following. For the full list, see Annex A.

 

Austria	Belgium	Bosnia and Herzegovina	Brazil
Costa Rica	Czechia	India	Indonesia
Japan	Libya	Mauritius	Nepal
Singapore	Uruguay	Uzbekistan

Figure 5.6. Insurance products and services giving rise to consumer detriment, by income level

All respondents are represented in the graph except for following. For the full list, see Annex A.

 

Austria	Belgium	Bosnia and Herzegovina	Brazil
Costa Rica	Czechia	India	Indonesia
Japan	Libya	Mauritius	Nepal
Singapore	Uruguay	Uzbekistan

Figure 5.7. Products and services giving rise to consumer detriment in the investments sector

Respondents:

 

Armenia	Australia	Austria	Bulgaria
Canada	Colombia	Croatia	Czechia
Eswatini	Finland	Greece	Hong Kong (China)
Hungary	Ireland	Israel	Italy
Jordan	Latvia	Lithuania	Luxembourg
Malta	Mauritius	Moldova	Montenegro
Mozambique	Nepal	Netherlands	North Macedonia
Panama	Philippines	Poland	Portugal
Romania	Slovak Republic	Slovenia	South Africa
Spain	Sweden	Türkiye	United Kingdom
Uruguay

Figure 5.8. Products and services giving rise to consumer detriment in the pensions sector

Respondents:

 

Armenia	Australia	Bulgaria	Canada
Colombia	Croatia	Eswatini	Hong Kong (China)
Hungary	Israel	Italy	Kosovo
Latvia	Lithuania	Luxembourg	Malaysia
Malta	Mauritius	Montenegro	Mozambique
Netherlands	New Zealand	North Macedonia	Panama
Poland	Portugal	Romania	Slovak Republic
South Africa	Spain	Sweden	Türkiye
United Kingdom	Zambia

Chapter 6: Consumer complaints

Figure 6.1. Total volume of consumer complaints

Firms - Responding Jurisdictions:

 

Australia	Belgium	Bulgaria	Canada
Colombia	Croatia	Finland	Greece
Indonesia	Ireland	Israel	Italy
Jordan	Kosovo	Lesotho	Libya
Malaysia	Mauritius	Montenegro	Mozambique
New Zealand	Portugal	Singapore	Slovenia
Spain	Türkiye	United Kingdom	Uzbekistan

ADR - Responding jurisdictions:

 

Armenia	Australia	Bulgaria	Canada
Colombia	Croatia	Czechia	Eswatini
Finland	Hungary	India	Ireland
Italy	Libya	Lithuania	Luxembourg
Mali	Montenegro	New Zealand	Philippines
Poland	Portugal	Singapore	Slovak Republic
South Africa	Spain	Türkiye

Supervisory Authorities - All respondents are represented in the graph except the following. For the full list, see Annex A.

 

Bosnia and Herzegovina	Brazil	Canada	Costa Rica
Czechia	Eswatini	Germany	Hungary
India	Ireland	Japan	Kosovo
Latvia	Lithuania	Malta	Mauritius
Netherlands	Poland	Sweden	Uruguay

Figure 6.2. Consumer complaints in the banking and payments sector

Firms - Respondents:

 

Indonesia	Israel	Italy	Lesotho
Portugal	Uzbekistan

ADR - Respondents:

 

Armenia	Finland	Italy	Lithuania
Luxembourg	Philippines	Slovak Republic

Supervisory Authorities - Respondents:

 

Armenia	Austria	Belgium	Bulgaria
Colombia	Croatia	Finland	Germany
Hong Kong (China)	Indonesia	Israel	Italy
Japan	Latvia	Lesotho	Lithuania
Luxembourg	Moldova	Mozambique	Netherlands
Panama	Philippines	Portugal	Romania
Serbia	Slovak Republic	Slovenia	Spain
Türkiye	Ukraine	Uzbekistan

Figure 6.3. Consumer complaints in the consumer credit sector

Firms - Respondents:

 

Armenia	Australia	Canada	Croatia
Greece	Israel	Kosovo	Lesotho
Lithuania	Malta	Mozambique	Netherlands
Poland	Portugal

ADR - Respondents:

 

Armenia	Australia	Eswatini	Finland
Germany	Greece	Hungary	India
Ireland	Italy	Lithuania	Malta
Montenegro	Netherlands	Slovak Republic	South Africa

Supervisory Authorities - Respondents:

 

Armenia	Australia	Austria	Belgium
Bulgaria	Croatia	Finland	Germany
Hong Kong (China)	Israel	Italy	Latvia
Lesotho	Lithuania	Luxembourg	Malaysia
Malta	Mauritius	Moldova	Mozambique
Netherlands	North Macedonia	Panama	Philippines
Portugal	Romania	Slovak Republic	Slovenia
Spain	Türkiye	Ukraine	Uzbekistan
Zambia

Figure 6.4. Consumer complaints in the insurance sector

Firms - Respondents:

 

Armenia	Australia	Austria	Bulgaria
Canada	Croatia	Finland	Greece
Ireland	Italy	Kosovo	Lesotho
Lithuania	Malta	Mauritius	Mozambique
Netherlands	Portugal	Romania

ADR - Respondents:

 

Armenia	Australia	Hungary	Malaysia
Slovak Republic	Spain	Eswatini	Hong Kong (China)
Finland	South Africa	Germany	Ireland
Lithuania	Malta	Netherlands	Romania

Supervisory Authorities - Respondents:

 

Armenia	Australia	Austria	Bulgaria
Croatia	Finland	Germany	Greece
Hong Kong (China)	Israel	Italy	Jordan
Latvia	Lesotho	Lithuania	Luxembourg
Malaysia	Malta	Moldova	Mozambique
Netherlands	Panama	Philippines	Portugal
Romania	Slovak Republic	Slovenia	South Africa
Türkiye	Ukraine

Figure 6.5. Consumer complaints in the investments sector

Firms - Respondents:

 

Australia	Canada	Ireland	Lithuania
Malta	Mauritius	Mozambique	Netherlands
North Macedonia	Portugal	Romania	Slovenia

ADR - Respondents:

 

Australia	Eswatini	Finland	Germany
Hungary	Ireland	Kosovo	Lithuania
Malaysia	Malta	Netherlands	Slovak Republic

Supervisory Authorities - Respondents:

 

Armenia	Australia	Bulgaria	Croatia
Germany	Hong Kong (China)	Israel	Kosovo
Latvia	Lithuania	Luxembourg	Malta
Moldova	Montenegro	Mozambique	Nepal
Netherlands	Philippines	Portugal	Romania
Slovak Republic	Spain	Sweden	Türkiye

Figure 6.6. Top five subjects of consumer complaints in the pensions sector

Firms - Respondents:

 

Australia	Bulgaria	Hong Kong (China)	Israel
Kosovo	Lesotho	Lithuania	Malaysia
Malta	Mauritius	Netherlands	Portugal
Slovak Republic

ADR - Respondents:

 

Australia	Eswatini	Hungary	Ireland
Lithuania	Malta	Netherlands	Slovak Republic
South Africa	Spain

Supervisory Authorities - Respondents:

 

Armenia	Australia	Costa Rica	Croatia
Germany	Hong Kong (China)	Israel	Lesotho
Lithuania	Malta	Montenegro	Netherlands
Portugal	Romania	Slovak Republic	South Africa
Türkiye