The Central Bank of Russia (Bank of Russia) published its 2025 H1 ranking of banks based on borrower complaints about retail loans and confirmed it will now publish the ranking every six months rather than once a year. The change is intended to reflect banks’ prompt adjustments after supervisory inspections and feedback and to give consumers faster information on service quality when choosing a bank. The ranking includes banks with a retail loan portfolio against which the Bank of Russia received more than one well-grounded complaint from borrowers in 2025 H1. Banks are ranked by the number of well-grounded complaints per 100,000 agreements, with comparisons made by bank status (systemically important versus other banks) and by the size of the retail customer base (banks with over five million loan agreements versus other banks).
Central Bank of Russia 2025-09-25
Central Bank of Russia publishes 2025 H1 borrower complaint bank ranking and moves to semi-annual updates
The Central Bank of Russia will now publish its bank ranking based on borrower complaints about retail loans semi-annually instead of annually. This change aims to provide consumers with quicker insights into service quality and reflect banks' adjustments post-supervisory inspections. The ranking considers banks with more than one well-grounded complaint per 100,000 agreements, categorized by bank status and customer base size.