The Central Bank of Russia has published its 2025 rankings of credit institutions based on lending-related complaints and revised how banks are compared. The rankings now incorporate substantiated consumer lending complaints submitted both to the central bank and to the financial ombudsman, while excluding ombudsman complaints that are being challenged in court. A bank’s position is determined by the number of substantiated complaints per 100,000 loan agreements. The change broadens the complaint base used in the rankings, reflecting the different roles of the two bodies. The Central Bank of Russia reviews complaints involving alleged breaches of federal law, while the financial ombudsman handles households’ complaints against credit institutions. The regulator has also split ranking participants into two groups to improve comparability: large creditors with more than 3 million loans and all other creditors with fewer than 3 million loans. The same grouping approach will also be used for microfinance organisations and insurers.
Central Bank of Russia2026-06-30
Central Bank of Russia updates 2025 bank complaint rankings to include financial ombudsman cases
The Central Bank of Russia has published updated 2025 rankings of credit institutions based on lending complaints and changed the comparison method. Rankings now include substantiated complaints filed with both the central bank and the financial ombudsman, excluding ombudsman cases under court challenge, and measure complaints per 100,000 loan agreements. Banks are also split into large creditors with more than 3 million loans and smaller institutions.