Financial News: The Bank of Russia has compiled the first ranking of microfinance organizations by the number of complaints.

Into it included microfinance organizations (MFOs) that have two or more complaints regarding the provision of microloans in 2025. Only substantiated complaints, based on verification results revealing violations of consumer rights, are taken into account.

The indicator covers complaints from citizens received both by the Bank of Russia and the financial ombudsman. Such a tool will help microfinance organizations improve the quality of work with clients and enhance the process of resolving property relations.

“We are already posting rankings of insurers and banks on the website. And we see that this tool for publicly comparing the level of client-centricity really works,” notes Deputy Chairman of the Bank of Russia Mikhail Mamuta. “Market participants who make it to the top of the ranking strive to improve their business processes, reconsider their client interaction model, and understand the reasons for insufficient quality of work in this very important area. On the other hand, the ranking helps people choose organizations that treat them with greater care. All this leads to a gradual reduction in complaints both against specific organizations and the market as a whole. The spread of public rankings to microfinance organizations is a logical step aimed at supporting the further socialization of this market.”

MFIs are divided into two tables: the first contains large ones (more than 1 million microloan contracts), the second – small ones (less than 1 million contracts). This will help clients compare companies with comparable client base sizes. The ranking position depends on the number of complaints per 100,000 contracts.

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