The Central Bank named the banks with the highest customer inquiries index.
The Central Bank has published a ranking of banks with the highest customer appeal index based on the results of the second quarter of 2026. AVO Bank topped the list.
The Central Bank of Uzbekistan has published a list of financial institutions with the highest customer complaint index for the second quarter of 2026. Between April and June of this year, the regulator received 11,331 complaints related to banks' activities, according to the Central Bank of Uzbekistan.
AVO Bank took the leading position in terms of the index 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). The top ten also included InfinBank and Turonbank (both with scores of 1.46), Asakabank (1.28), Ipoteka Bank (1.09), and Kapitalbank (1.07).
Compared to the first quarter, the top ten has changed. Davr Bank, Tenge Bank, and Agrobank dropped from the list, and were replaced by InfinBank, Ipoteka Bank, and Kapitalbank.
AVO Bank demonstrated the most significant index growth over the quarter, increasing from 2.16 to 4.42. TBC Bank's index increased from 2.06 to 2.63, while Turonbank's increased from 1.25 to 1.46. Meanwhile, Anor Bank's index decreased from 3.29 to 1.84, Business Development Bank's from 3.34 to 2.78, and Mikrokreditbank's from 3.23 to 2.69.
The Central Bank explained that the index is calculated as the ratio of the share of inquiries received by a bank to its share of the total number of clients. For example, if a bank serves 5% of the banking system's clients but receives 10% of all inquiries, its index would be 2.
The regulator emphasizes that this indicator does not reflect a bank's financial stability or reliability. It is used to assess whether the number of customer inquiries corresponds to the scale of the credit institution's operations. The rating does not include banks that received fewer than 100 inquiries during the reporting quarter.
According to the Central Bank, a high index may indicate a need to improve the explanation of banking products and services, enhance the quality and timeliness of inquiries, address systemic causes of repeated complaints, and strengthen internal controls over consumer rights.
The regulator recommended that banks with high index values analyze the causes of inquiries and take measures to address them.