The Central Bank of Uzbekistan has published a list of banks that demonstrated the highest index of inquiries and customer complaints after the end of the second quarter of 2026. During the reporting period, the regulator received 11,331 inquiries related to the banking sector from April to June.
AVO Bank topped the rating with a score of 4.42. It was followed by Business Development Bank (2.78), Mikrokreditbank (2.69), TBC Bank (2.63), and Anor Bank (1.84). InfinBank and Turonbank (both 1.46), Asakabank (1.28), Ipoteka Bank (1.09), and Kapitalbank (1.07) were also among the top ten.
There were changes in the composition of the top ten compared to the first quarter: Davr Bank, Tenge Bank, and Agrobank left the list, while InfinBank, Ipoteka Bank, and Kapitalbank entered it.
AVO Bank showed the most significant growth in its index during the quarter, increasing from 2.16 to 4.42. TBC Bank's index rose from 2.06 to 2.63, and Turonbank's increased from 1.25 to 1.46. Conversely, Anor Bank's index decreased from 3.29 to 1.84, Business Development Bank decreased from 3.34 to 2.78, and Mikrokreditbank fell from 3.23 to 2.69.
As explained by the Central Bank, this index is calculated as the ratio of the bank's share of complaints to the total number of received complaints divided by its share of clients to the total number of clients. For example, if a bank serves 5% of the banking system's clients but accounts for 10% of all complaints, its index is 2.
The regulator emphasized that this indicator does not reflect the financial stability or reliability of the bank. It is used to assess how the volume of customer claims relates to the scale of the credit institution's operations. Banks receiving fewer than 100 requests during the reporting quarter are excluded from the ranking.
According to data from 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 resolution, eliminate systemic causes of repeated claims, and strengthen internal control over consumer rights protection. The regulator recommended that banks with high index values conduct root cause analyses of customer inquiries and take measures to eliminate them.