The Central Bank has unveiled the lowest-ranked commercial banks based on customer complaints. According to the regulator's assessment for the first quarter of 2026, Business Development Bank received the highest volume of grievances. It is followed by Anorbank, Mikrokreditbank, AVO Bank, and TBC Bank.
According to the Central Bank, the high ratio of complaints relative to each bank's customer base underscores several critical issues requiring immediate attention:
- inadequate or unclear explanations provided to customers regarding banking products and services;
- delayed or poor-quality responses to customer inquiries;
- persistent systemic flaws that lead to repetitive complaints;
- unresolved issues tied to remote services, payments, loans, and other core banking transactions;
- urgent need to strengthen internal control mechanisms to protect consumer rights and legal interests.
- to address these vulnerabilities, the regulator issued a series of recommendations to the underperforming institutions:
- conduct deep-dive analyses into the root causes of customer complaints;
- eliminate recurring operational bottlenecks driving repeated grievances;
- optimize internal processes for reviewing and resolving inquiries;
- enhance customer service standards and tighten internal control mechanisms;
- expand preventative measures designed specifically to protect consumer rights.
"This index does not measure or reflect a bank's financial stability or corporate reliability. It purely gauges the volume of incoming customer complaints relative to total clientele. Furthermore, the index excludes any banks that received fewer than 100 complaints during the quarter," the Central Bank noted in its statement.
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