Central Bank Identifies Banks with Highest Complaint Index in Q1

Tashkent, Uzbekistan (UzDaily.com) — The Central Bank of the Republic of Uzbekistan has published statistical data listing the ten commercial banks that recorded the highest consumer complaint index during the first quarter of 2026.

The specific coefficient is calculated by correlating the proportion of claims filed against a given financial institution with the overall share of its customer base across the national banking system. To be included in the monitoring, an institution must have recorded at least 100 registered complaints over the three-month period.

According to the regulator's official assessments, Business Development Bank topped the negative ranking with a score of 3.34. The top three also included Anor Bank with an index of 3.29 and Microcreditbank with a result of 3.23.

The remaining institutions followed in descending order of their coefficients: AVO Bank (2.16), TBC Bank (2.06), Davr Bank (1.85), and Tenge Bank (1.72). Closing out the top ten financial institutions with elevated levels of consumer dissatisfaction were Asakabank (1.26), Turon Bank (1.25), and Agro Bank (1.22).

Central Bank experts explained that an anomalously high share of complaints relative to the size of a client base exposes a range of systemic problems within the institutions. Key deficiencies include poor dissemination of information to citizens regarding the parameters of banking products, prolonged response times or low-quality processing of claims, and recurring glitches in digital banking services, payments, and credit operations. The presence of repeated complaints signals a lack of prompt action by management to eliminate internal triggers of dissatisfaction and points to an urgent need to modernize consumer rights monitoring systems.

Following the publication of the results, the Central Bank sent official recommendations to the commercial banks to conduct a targeted analysis of the nature of incoming complaints.

Financial institutions have been directed to restructure their customer interaction protocols, eradicate recurring complaint factors, accelerate the deployment of preventative measures to protect public interests, and substantially upgrade service quality.

At the same time, the regulator explicitly emphasized that the presented index is not an instrument for evaluating the financial stability, liquidity, or reliability of commercial banks, but serves strictly as an indicator of the quality of their interaction with consumers.