Hayot Bank recorded the highest proportion of customer complaints among banks in Uzbekistan in the third quarter of 2026, at 5.71 per 100 customers, according to an analysis by the Central Bank.
The regulator reported that it received 12,307 appeals concerning banks between July and September, both directly and through other government agencies.
Business Development Bank ranked second, with an indicator of 3.17, followed by Microcredit Bank at 2.53. TBC Bank ranked fourth at 1.96, followed by Anorbank at 1.86, Turonbank at 1.62 and Asakabank at 1.27.
InFinBank and AVO Bank recorded the same indicator of 1.25, while Kapitalbank rounded out the top 10 at 1.24.
The Central Bank noted that a high proportion of complaints relative to a bank’s customer base indicates a need to improve explanations of banking products and services, ensure timely and effective responses to appeals, and address systemic problems that lead to repeated complaints.
The regulator recommended that banks conduct detailed analyses of the reasons behind customer appeals, improve complaint-handling procedures, and strengthen customer service and internal control mechanisms.
The Central Bank stressed that the indicator does not assess a bank’s financial stability or reliability. Instead, it measures the proportion of complaints received relative to the number of customers. Banks that received fewer than 100 appeals during the quarter were excluded from the calculation.
It was previously reported that Uzbekistan’s Central Bank fined eight banks in September as its Banking Supervision Committee reviewed 37 issues related to financial institutions, licensing and regulatory compliance. The committee held eight meetings during the month, including 21 issues concerning the registration and licensing of credit organizations, microfinance organizations and payment service providers.