Central Bank Names Banks with Highest Customer Complaint Index in Q2 2026
Tashkent, Uzbekistan (UzDaily.uz) — The Central Bank of Uzbekistan has published a list of banks with the highest customer inquiry and complaint index following the second quarter of 2026, during which the regulator received 11,331 bank-related appeals between April and June.
AVO Bank topped the index with a score of 4.42, followed by Business Development Bank (2.78), Mikrokreditbank (2.69), TBC Bank (2.63), and Anor Bank (1.84). Rounding out the top ten were InfinBank and Turonbank (1.46 each), Asakabank (1.28), Ipoteka Bank (1.09), and Kapitalbank (1.07).
Compared to the first quarter, the composition of the top ten changed. Davr Bank, Tenge Bank, and Agrobank exited the list, while InfinBank, Ipoteka Bank, and Kapitalbank joined the top ten.
AVO Bank demonstrated the most significant increase in its index over the quarter, rising from 2.16 to 4.42. TBC Bank's index grew from 2.06 to 2.63, while Turonbank's rose from 1.25 to 1.46. Conversely, Anor Bank's index dropped from 3.29 to 1.84, Business Development Bank's decreased from 3.34 to 2.78, and Mikrokreditbank's fell from 3.23 to 2.69.
As explained by the Central Bank, the index is calculated as the ratio of a bank's share of total complaints received to its share of total clients. For example, if a bank serves 5% of the banking system's clients but accounts for 10% of all complaints, its index score is 2.
The regulator emphasized that the indicator does not reflect a bank's financial stability or reliability. It is used to assess how the volume of customer complaints compares with the scale of a credit institution's operations. Banks with fewer than 100 inquiries during the reporting quarter are excluded from the ranking.
According to the Central Bank, a high index score may indicate the need to improve explanations of banking products and services, enhance the quality and timeliness of complaint reviews, eliminate systemic causes of repeated grievances, and strengthen internal controls over consumer rights protection.
The regulator recommended that banks with high index values analyze the root causes of customer appeals and take measures to eliminate them.
