Central Bank publishes bank customer complaint index

24-11-2023

24 November 2023, Baku: It is common practice for consumers of services, particularly financial services, to submit their suggestions, requests and complaints to banks or the Central Bank.

One of the important tasks of the Central Bank of the Republic of Azerbaijan is to protect the rights of financial consumers and investors. In order to increase transparency, the index of bank customers' complaints regarding the use of banking services will be published monthly on the Central Bank’s official website.

Information on the bank customer complaint index for October 2023 and its calculation methodology can be found at the following link: 

Bank customers’ complaint index

To note, this index is not related to the financial sustainability and lending activity of banks. The index reflects the ranking of banks for the reporting month in proportion to the banks' customer base, based on complaints received by the Central Bank regarding cash operations, settlements, card operations and other services provided by banks.

In accordance with its mandate, the Central Bank focuses on complaints from financial consumers regarding the use of banking services, constantly analyzes trends in this area and takes appropriate measures.