Over 7,000 telephone requests were handled by the Financial Supervisory Authority's Call Center in the first half of 2025

Bucharest, 25 July 2025 – In the first half of 2025, specialists from the Financial Supervisory Authority (ASF) Call Center received and resolved 7,039 requests from consumers of non-bank financial services, a slight increase compared to the same period last year. An analysis of the calls received showed that consumer interest in non-banking financial markets and their level of information remains on an upward trend.

Over 90% of consumers of non-bank financial services said they were satisfied with the information received in the first half of 2025 from ASF Call Center experts. This is highlighted by the results of the opinion poll on "consumer satisfaction with non-bank financial products." Based on the Net Promoter Score (were you satisfied with the information provided? Was it useful to you?), the ASF Call Center achieved a score of 92.27% satisfied consumers during the first half of this year.

The evolution of the number of calls received by the ASF Call Center in the first half of 2025, broken down by area of interest, showed the following dynamics compared to the same period in 2024: 

• Private pensions: 3,258 calls, representing 46.29% of total calls received, up by 2.32%;
• Insurance-reinsurance: 2,396 calls, representing 34.04% of total calls received, down by 0.33%;
• Financial instruments and investments: 171 calls, representing 2.43% of total calls received, down by 11.86%;
• Alternative dispute resolution entity (SAL-Fin): 84 appeals, representing 1.19% of the total appeals received, down by 17.65%;
• Other information: 1,120 calls, representing 15.91% of total calls received, up by 13.13%;
• English: 10 calls, representing 0.14% of total calls received, down by 41.18%.

In terms of response time, over 85% of calls received were handled by ASF specialists within a maximum of 5 minutes, approximately 11% between 5 and 15 minutes, and almost 3% of calls required a response time of over 15 minutes, due to requests involving highly complex issues.

Specialists from the Public Relations Service, which manages the ASF Call Center, handled 1,221 calls in the first half of 2025 with the aim of proactively supporting consumers where it was found that they needed additional telephone assistance. In addition, 659 consumers received specialist assistance at the ASF headquarters in the first half of 2025.

The Financial Supervisory Authority pays particular attention to the continuous development of the process of specialized assistance provided to consumers, by improving the quality of the assistance provided through the Call Center. For example, consumers who contact ASF are identified in terms of their level of knowledge and experience in the non-banking financial sector, and are then provided with the information requested according to their background and experience. At the same time, they are informed of the risks they may face if they choose non-compliant financial products and are advised to make investment decisions only when they understand the associated risks and can financially sustain any losses.

The ASF Call Center experts provided specialized assistance to consumers in order to clarify all their requests, facilitating non-discriminatory access to active systems for resolving requests, information requests, and petitions. In addition, people who called 0800.825.627 were advised on how to comply with the legal formalities for submitting and completing documentation in order to resolve all issues raised by telephone.

The Financial Supervisory Authority's Call Center can be reached toll-free at 0800.825.627, Monday through Thursday from 8:30 a.m. to 5:00 p.m., and Friday from 8:30 a.m. to 2:30 p.m.