1. MARCH 2018

2. ABOUT ABDRC
Independent apolitical not-for-profit entity of public interest
Established under a Government Ordinance
(Government Ordinance no. 38/2015 on alternative resolution of disputes between consumers and traders)
Established further to national transposition of an European directive
(Directive 2013/11/EU on alternative dispute resolution for consumer disputes)
Manages the infrastructure required for alternative resolution of the disputes between consumers and the banking and financial institutions in a balanced, reasonable, expeditious and out-of-court manner, working with experts in the banking and financial sector (conciliators) who, according to the procedure chosen by the parties, may propose/impose a resolution solution for the dispute.

3. What do we want
Satisfied consumers who carry through the loan or other services agreements they accessed in time
Out-of-court resolution of disputes
Rebuilt trust of consumers in the banks and NBFIs the clients of which they are
A shift of consumer mindset as regards amicable alternative resolution of disputes

4. Steps towards conciliation
Consumer contacts ABDRC
ABDRC presents the two types of ARD procedures to consumer
Consumer chooses the procedure and fills in the application, and ABDRC contacts the trader and seeks their acceptance to resolution via ABDRC
Conciliator/ arbitrator is a designated randomly/by the parties from the List of Conciliators
Conciliator/ arbitrator reviews the casefile (may ask for additional information, evidence, etc.)
Conciliator/ arbitrator proposes/ imposes a solution, as per the procedure chosen

5. Status of applications 2018
The number of compliant applications registered in 2018 represents more than 50% of the total 2017;
Only 2.5% of all requests were non-compliant applications;
Compliant applications registered
Requests for various information
Non-compliant applications
*Data available at 23 March 2018

6. Compliant applications 2018
More than 52% of compliant applications have been turned into casefiles.
20% of the files are in the screening phase
In the screening phase
Closed
Turned into casefiles
*Data available at 23 March 2018

7. Status of casefiles 2018
*Data available at 23 March 2018

8. Highlights 2017 Compared to 2016: +148% written applications
+115% compliant applications
+365.2% compliant applications turned into casefiles
Close to 5 times more casefiles resolved
MERGER OF TWO LOANS
MORTGAGE LOAN IN EUR + PERSONAL LOAN WITH MORTGAGE
Interest rate reduction from 9.5% down to 3.5% p.a.
Removal the management fee
Principal reduction by EUR 7,000;
Monthly installment reduction from EUR 700 down to EUR 310
LOAN IN CHF, CONVERSION INTO RON
Removal of financing fee;
interest rate reduction from 6.8%+LIBOR down to 3%+ROBOR p.a.
Monthly installment reduction from RON 3,800 down to RON 2,400
Principal reduction by CHF 21,000;
LOAN IN EUR
Removal the management fee
Monthly installment reduction from EUR 280 down to EUR 185
Principal reduction by EUR 18,500

9. Developments in applications
The number of compliant applications registered in 2018 has reached 62% of the value recorded in 2017;
The number of non-compliant requests remains constant;
Compliant applications registered
Requests for various information
*For 2018, the data available on 23 March 2018 were taken into account

10. Classification of CASEFILES
In the first months of 2018, 77 casefiles were finalised, almost half of the number registered in 2017
69 casefiles created in 2018 are in the phase of discussions with the parties;
Total no. of casefiles
Casefiles favourably resolved
Closures
* Data available at 23 March 2018

11. Recurrent applications
return of the management fee, the monitoring fee or other categories of fees which - in the opinion of consumers - have been unreasonably charged;
rescheduling of loans;
reduction of the monthly installments, when the consumer assesses that the monthly installments have been abusively increased by the business;
return of the amount resulted from the excessive increase of the interest rate, as perceived by consumers;
reduction of the interest rate, and freezing of exchange rate at the rate applied at execution of the loan agreement (in CHF);
declaring the loan early due, in disregard of the contractual conditions;
calculation and payment of the installments in RON, at the rate of exchange applied at the time when the agreement was concluded;
removal of clauses qualified by consumers as abusive, as regards application of default interests;
deregistration of entries in the Credit Register etc.

12. Personal loan in RON and an overdraft
Casefiles resolved 2018
Personal loan in RON
The bank erased the consumer's current balance, amounting to RON 23,000, following the death of the borrower.
Commercial Gesture
Cancellation of debts amounting to RON 25,000 to a personal need loan in RON and closing the loan.
The consumer is still to pay the First House loan.
Personal loan in RON and an overdraft
Cancellation of the debt of RON 5,900.
Rescheduling the remaining 24- month loan instalments, amounting to RON 663 per month.
Personal loan in EUR
Removal of the risk fee of EUR 50/month
The bank returned EUR 3,200
The loan was fully refunded.
Mortgage loan in RON
Interest rate reduction from 1.25% p.p. down to 3.5% p.a.
Loan balance reduction by RON 2,250
Removal of the monthly management fee of RON 75
The bank refinanced the loan with a one-year reduction of the reimbursement period.
Personal loan in RON
Removal of the management fee of RON 39.
It will have a fixed interest rate of 6%/year.
Principal reduction by EUR 1,000.
Monthly installment reduction from RON 241 down to RON 121.

13. Personal loan with mortgage in EUR
Casefiles resolved 2017
Mortgage loan in EUR
Removal of the management fee of EUR 70/month
Reduction of principal by EUR 9,800
Reduction of installment by EUR 70, down to EUR 285/month
Mortgage loan in EUR
Interest rate reduction from 9.75% down to 5.75% p.a;
Installment reduction from EUR 207 down to EUR 95;
Reduction of principal by EUR 3,100
Mortgage loan in EUR
Writing off the overdue (by more than 90 days) installments of EUR 600
Interest rate reduction leading to a reduction of the monthly installment from EUR 200/month down to EUR 134/month
Personal loan with mortgage in EUR
Removal of the management fee of EUR 20/month
Reduction of principal by EUR 900
Interest rate reduction from 6.7% down to 5.85% p.a.
Reduction of installment by EUR 35/month, down to EUR 270
Personal loan with mortgage in EUR
50% reduction of the management fee charged to the current principal of the loan of EUR 150/month
Reduction of installment by EUR 75/month
Mortgage loan in EUR
Removal of the risk fee (EUR 90);
Return of EUR 3,000;
The monthly installment was reduced from EUR 350 down to EUR 260;

14. THANK YOU!