The Central Bank of Uzbekistan plans to publish for the first time an index reflecting the quality of banks' handling of citizen complaints and appeals. This was announced by Central Bank Chairman Timur Ishmetov on June 13 at a plenary session of the Senate of the Oliy Majlis.

The session reviewed the Central Bank's 2025 activity report. According to the regulator's head, a special index has been developed to assess the quality of banks' work with customer complaints.

"We have developed an index of banks' work with citizen appeals for the first time. Next week, we will start publishing banks with the worst indicators," said Timur Ishmetov.

He also announced that the Central Bank intends to open separate channels on social networks for citizens to complain about the quality of banking services. "In a month, two separate channels will be opened on the Central Bank's social media pages for all citizens. Citizens will be able to write directly, and each bank must respond to the appeal within an hour and launch a mechanism to resolve the issue," the Central Bank chairman said.

Timur Ishmetov acknowledged that the Central Bank itself has communication problems. According to him, last month the regulator updated its call center, turning it into a new contact center. "It is now operating in test mode. As a result, the number of appeals has increased sharply — sixfold. What does this indicate? Previously, people could not reach us. We are now testing it, and in a month or two we will announce it and expand operations," he noted.

The regulator's head emphasized that the Central Bank has launched extensive work on banks' interaction with consumers and protection of their rights. "Overall, we have started comprehensive work in terms of banks' interaction with consumers and their protection. From this year, we will show sharp positive changes," said Ishmetov.

At the session, it was also announced that the Central Bank has begun to consider problems with cash withdrawals from ATMs not only as technical malfunctions but also as possible violations of consumer rights. According to the regulator's head, from the beginning of August, it plans to fine banks for certain instances of such problems.

Source: www.gazeta.uz