The Central Bank of Russia has revised how it presents its tables comparing banks by complaints about lending, adding a segmentation that reflects the size of a bank’s retail customer base. Alongside the existing split between systemically important banks and other banks, the tables now separately identify banks with more than five million loan agreements with individuals, aiming to simplify comparisons among the largest retail lenders that account for more than 90% of household lending. The ranking covers banks with a retail loan portfolio for which the Central Bank of Russia received at least one justified complaint about lending during 2024, where a complaint is “justified” if an inspection finds a breach of consumer rights and enforcement measures are applied. Positions are determined by the number of justified complaints per 100,000 loan agreements, with justified complaints reflecting confirmed consumer-rights violations in mortgage, consumer, or car lending; the central bank intends to publish the indicators annually.
Central Bank of Russia 2025-04-23
Central Bank of Russia updates bank ranking by justified lending complaints to better compare the largest retail lenders
The Central Bank of Russia updated its bank comparison tables to segment banks by retail customer base size, highlighting those with over five million loan agreements. This simplifies comparisons among major retail lenders, covering over 90% of household lending. Rankings are based on justified complaints per 100,000 loan agreements, reflecting confirmed consumer-rights violations, and will be published annually.