The Central Bank of Uzbekistan has published a list of commercial banks with the highest customer complaint index for the first quarter of 2026.
According to the regulator, the index shows how the share of complaints about a bank submitted to the Central Bank and other government agencies compares with the bank’s share of customers in the market. The higher the indicator, the more complaints are registered against the bank relative to the size of its client base. The indicator does not assess a bank’s financial stability, reliability, or overall quality of service.
According to the published data, the highest complaint index was recorded for Business Development Bank at 3.34. It was followed by Anor Bank (3.29), Mikrokreditbank (3.23), AVO Bank (2.16), and TBC Bank (2.06).
The top ten banks with the highest complaint indices also included Davr Bank (1.85), Tenge Bank (1.72), Asakabank (1.26), Turon Bank (1.25), and Agrobank (1.22).
The Central Bank noted that a high share of complaints relative to a bank’s customer base may indicate the need to pay additional attention to several issues. These include insufficient customer information about banking products and services, delays in handling complaints, the persistence of systemic problems leading to repeated complaints, as well as delays in resolving issues related to remote services, payments, loans, and other banking operations.
The regulator also pointed to the need for further improvement of internal control mechanisms aimed at protecting the rights and legitimate interests of financial services consumers.
In this regard, the Central Bank recommended that the banks included in the list conduct a deeper analysis of the causes of complaints, eliminate factors leading to repeated complaints, improve complaint-handling procedures, enhance customer service quality, and strengthen internal controls.
The index is calculated based on the ratio of a bank’s share of complaints to its share of customers in the market. Banks that received fewer than 100 complaints during the quarter are not included in the calculation and are excluded from the ranking.
The Central Bank separately emphasized that the published index is not an assessment of a bank’s financial condition and should not be regarded as an indicator of its reliability.
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