According to the Central Bank, a total of 11,331 complaints related to banking services were submitted during the April–June period. AVO Bank recorded the highest complaint index at 4.42, followed by Business Development Bank, Mikrokreditbank and TBC Bank.
In the first quarter of 2026, Business Development Bank ranked first with a complaint index of 3.34.
The Central Bank emphasized that the complaint index is calculated by dividing a bank's share of total complaints by its share of the overall customer base. The methodology is designed to show whether a bank receives a disproportionately high number of complaints relative to its number of customers, allowing institutions of different sizes to be compared on the same basis.
The regulator stressed that the index does not measure a bank's financial stability or reliability. Instead, it reflects only the proportion of complaints relative to the size of its customer base. The index is not calculated for banks that received fewer than 100 complaints during the reporting quarter.
The Central Bank recommended that banks conduct a thorough analysis of the underlying causes of customer complaints, improve their complaint-handling procedures and strengthen measures aimed at protecting customers' rights and interests.
