meta_id 3283325

On June 30, 2026, the Bank of Russia updated its methodology for calculating rankings of credit institutions based on the number of complaints received regarding consumer lending. The new rankings for credit organisations covering 2025, published on the regulator's website, incorporate an expanded database of citizen complaints on credit matters. The revised methodology expands the complaints data to include substantiated grievances submitted not only to the Bank of Russia but also to the Financial Ombudsman (the financial upolnomochennyi). However, complaints to the Financial Ombudsman that are subject to ongoing court proceedings are excluded from the calculation. The Bank of Russia examines complaints alleging violations of federal legislation, while the Financial Ombudsman addresses property claims by citizens against credit organisations. This expansion enables consumers to form a more comprehensive understanding of banks' operations and their interactions with clients. Substantiated complaints are those where investigations reveal violations of consumer rights. A credit organisation's ranking position depends on the number of complaints per 100,000 contracts. Additionally, the Bank of Russia now categorises all ranking participants into two groups: large creditors with more than three million contracts, and all other institutions with fewer than three million contracts. This segmentation allows for meaningful comparisons between banks of comparable size. The same approach will be applied to microfinance and insurance organisations. Public rankings serve as a tool to enhance client-centricity among financial organisations. The Bank of Russia has positively assessed banks' efforts to modify their customer policies in response to this transparency measure.