The Central Bank of Uzbekistan has published a ranking of banks based on the highest number of customer complaints received during the first quarter of 2026. The regulator stated that it regularly analyzes complaints submitted to the Central Bank and other state agencies in order to protect consumer rights and improve the quality of banking services.
According to the published infographic, the worst complaint index was recorded at Biznesni rivojlantirish bank (3.34), followed by Anor Bank (3.29) and Mikrokreditbank (3.23). The top ten also includes AVO Bank (2.16), TBC Bank (2.06), Davr Bank (1.85), Tenge Bank (1.72), Asakabank (1.26), Turon Bank (1.25), and Agrobank (1.22).
The Central Bank clarified that a high proportion of complaints relative to the number of customers indicates the need for special attention to certain issues. These include insufficient explanation of banking products and services to customers, untimely and poor-quality responses to complaints, persistent systemic deficiencies leading to repeated complaints, as well as unresolved problems related to remote services, payments, loans, and other banking operations.
The regulator also noted the need to further improve internal control mechanisms for protecting consumer rights and legitimate interests. In this regard, the Central Bank recommended that these banks conduct a thorough analysis of the causes of complaints, eliminate factors leading to repeated complaints, improve complaint handling processes, enhance customer service quality, and strengthen internal control mechanisms. Additionally, banks were advised to expand preventive measures aimed at protecting consumer rights.
The Central Bank emphasized that this index does not assess the financial stability or reliability of a bank. It only reflects the share of complaints received relative to the number of customers. The index methodology is based on the ratio of two indicators: the share of complaints about a particular bank in the total consumer complaints about banking activities, and the share of that bank's customers in the total number of bank customers.
The calculation takes into account active customers, including individuals with deposits, time or demand accounts at the end of the reporting period, as well as legal entities and individual entrepreneurs with bank accounts. The index is not calculated for banks that received fewer than 100 complaints during the quarter.
Earlier, Central Bank Chairman Timur Ishmetov announced at a plenary session of the Senate of the Oliy Majlis that the Central Bank of Uzbekistan planned to publish for the first time an index of banks' work with citizen complaints. He also stated that the Central Bank intends to open separate channels on social networks for citizens' complaints about the quality of banking services. "Each bank will have to launch a mechanism to respond to this complaint within an hour and solve the problem," said the Central Bank chairman. Ishmetov acknowledged that the Central Bank itself also has communication problems. According to him, last month the regulator updated its call center, turning it into a new contact center.
Source: www.gazeta.uz