The Agency for Regulation and Development of the Financial Market of the Republic of Kazakhstan published its July 2025 consumer protection and supervision update, covering complaint handling linked to fraud and debt restructuring, supervisory responses against financial institutions and collection agencies, and progress under the mortgage refinancing programme aimed at preserving borrowers’ only home and reducing debt burdens. It reviewed 14,536 appeals from individuals and legal entities, down 2.8% from June, with the largest share relating to banks (49.9%). Microfinance organisations accounted for 31.7% of appeals, collection agencies 7.0%, insurance organisations 1.6%, other organisations 9.6%, and unnamed financial organisations 0.2%. During the month, the Agency applied seven recommendatory supervisory response measures, issued nine administrative penalties totalling KZT 5.4 million based on nine administrative offence protocols, and imposed three written orders, including KZT 1.6 million of penalties on banks, KZT 3.1 million on microfinance organisations, KZT 0.3 million on collection organisations, and KZT 0.4 million on insurance organisations. On the mortgage refinancing programme, banks had refinanced 33,000 loans totalling KZT 208.6 billion for mortgages originated in 2004–2009 as of 1 August 2025. For foreign-currency mortgages issued before 1 January 2016, banks had converted or refinanced 15,900 loans totalling KZT 114 billion, with this conversion or refinancing continuing until 31 December 2025. Banks are also providing additional support to socially vulnerable mortgage borrowers whose loans were previously refinanced under the programme, including debt reduction, preferential repayment schedules and returning the borrower’s only home from the bank’s balance sheet to the borrower’s ownership, with KZT 97.7 billion of support provided to 10,600 borrowers as of 1 August 2025; the support period has been extended to 31 December 2025.

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