The Central Bank of Uzbekistan is starting to evaluate the performance of support services in financial institutions. The regulator is introducing an appeal processing quality index, plans to openly name banks with the worst service, and is setting a one-hour response time standard for clients.
What happened
The regulator is changing its approach to monitoring consumer service in the banking market. CB Chairman Timur Ishmetov announced this on June 15, 2026, at a meeting of the Senate of the Oliy Majlis during a report on the agency's work over the past year.
For monitoring purposes, the agency is launching a special index for the quality of processing citizens' appeals. The results will become public: the CB will regularly announce the list of banks with the lowest indicators.
The main operational innovation is the time standard. Now, banks are required to respond to requests within one hour. At the same time, current statements do not detail whether this rule applies to all client messages in support chats or only to officially registered complaints.
Country and market
Public ranking by service quality is a new tool for Uzbekistan's banking market. Previously, the regulator more often used private directives and fines for violating standards. Now, the focus is shifting to an open evaluation of customer relations.
Why it matters
A one-hour response is a high barrier for the current state of the market. To meet such deadlines, financial institutions will have to adapt their appeal processing procedures and speed up the work of their first-line support.
In fact, the regulator is using public reputation as a pressure tool to stimulate banks to respond to user requests faster.
What's next
In July 2026, the Central Bank will open additional channels for receiving complaints from the public. The regulator's official platforms will be launched on social networks. This will simplify the appeal submission process for clients and accelerate data collection for forming the new ranking.