Central Bank Names Banks with Highest Customer Complaint Index in Q2 2026
The Central Bank of Uzbekistan published the Q2 2026 index of customer complaints per bank, with AVO Bank recording the highest ratio.
**Central Bank Identifies Banks with Highest Customer Complaint Rates in Q2 2026**
Tashkent, Uzbekistan (UzDaily.uz) — The Central Bank of Uzbekistan has released its index of banks with the highest rates of customer inquiries and complaints for the second quarter of 2026. During this period, from April to June, the regulatory body received a total of 11,331 appeals related to banking services.
AVO Bank registered the highest index score at 4.42. Following were Business Development Bank (2.78), Mikrokreditbank (2.69), TBC Bank (2.63), and Anor Bank (1.84). Completing the top ten were InfinBank and Turonbank, both with scores of 1.46, followed by Asakabank (1.28), Ipoteka Bank (1.09), and Kapitalbank (1.07).
Compared to the first quarter of the year, the composition of the top ten shifted. Davr Bank, Tenge Bank, and Agrobank are no longer on the list, while InfinBank, Ipoteka Bank, and Kapitalbank have entered the top ten.
AVO Bank experienced the most substantial increase in its index, climbing 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's fell from 3.34 to 2.78, and Mikrokreditbank's dropped from 3.23 to 2.69.
The Central Bank clarified that the index is calculated by dividing a bank's proportion of total complaints received by its proportion of the total client base. For instance, if a bank serves 5% of the banking system's clients but accounts for 10% of all complaints, its index score would be 2.
The regulator underscored that this indicator does not reflect a bank's financial stability or reliability. Instead, its purpose is to gauge how the volume of customer complaints aligns with the operational scale of a credit institution. Banks that received fewer than 100 inquiries during the reporting quarter are not included in this ranking.
According to the Central Bank, a high index score may signal a need for banks to improve the clarity of their product and service explanations, enhance the quality and timeliness of complaint resolution, address systemic issues leading to recurring grievances, and strengthen internal controls related to consumer rights protection.
The regulator advised banks with elevated index values to investigate the underlying causes of customer appeals and implement corrective measures.