Published on: 2026-06-30
Source: Central Bank of Russia – Central Bank of Russia –
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New rankingsThe credit institutions for 2025, published on the regulator’s website, take into account an expanded base of citizens’ complaints about lending. The methodology for comparing banks is also changing.
Now the indicator calculation takes into account justified complaints regarding consumer credit issues submitted not only to the Bank of Russia but also to the financial ombudsman. Complaints to the ombudsman that are undergoing judicial appeal are not included in the calculation. The regulator and the financial ombudsman address different types of complaints: the Bank of Russia deals with violations of federal law, while the financial ombudsman handles citizens’ property claims against credit organizations. Thus, people will be able to form a more comprehensive understanding of the activities of banks and their interactions with clients. Complaints are considered justified if violations of consumer rights were found as a result of the investigation. The position of a credit organization in the ranking depends on the number of complaints per 100,000 contracts.
In addition, now all ranking participants are divided into two groups: one includes large creditors (more than 3 million loans), and the other – all the rest (less than 3 million loans). This will allow comparing banks that are comparable in terms of client base size. The same approach will be applied to microfinance and insurance organizations.
Public rankings are one of the tools for increasing client-centricity of financial organizations. The regulator positively evaluates banks’ efforts aimed at changing their client policies.
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