The Central Bank of Russia has introduced a methodology for ranking banks that incorporates the number of legitimate consumer complaints received during a calendar year and the ratio of those complaints to the number of loans outstanding over the same period, aiming to help consumers identify more customer-oriented credit institutions. The rankings will be published separately for systemically important banks and all other banks, with institutions ordered in descending order of the calculated indicator. Banks will be excluded from the ranking if they receive no more than one complaint over the year or if they do not hold a banking licence at the time the indicator is calculated. The first rankings are planned for April 2025, based on 2024 results.
Central Bank of Russia 2025-01-27
Central Bank of Russia to publish bank rankings based on legitimate complaints relative to outstanding loans
The Central Bank of Russia has introduced a bank ranking methodology based on consumer complaints and their ratio to loans, to aid consumers in identifying customer-oriented institutions. Rankings will be published separately for systemically important banks and others, excluding those with minimal complaints or without a banking licence. The inaugural rankings are scheduled for April 2025, reflecting 2024 data.