Details
AUGUST 2026
The Board of the Central Bank of the Republic of Uzbekistan (hereinafter referred to as the “CBU”) adopted Resolution No. 3030-12 dated 01.08.2026 (hereinafter referred to as “Resolution No. 3030-12”), which enters into force on 04.09.2026. The document fundamentally changes the approach of commercial banks to complaints: the concept of a “systemic deficiency” (a recurring defect in a product, business processes or an IT system) is introduced. Financial institutions are now required not merely to provide formal responses to consumers, but to identify and completely eliminate the root causes giving rise to widespread violations of customers’ rights.
To implement these requirements, banks are instructed to significantly strengthen their analytical work by preparing detailed quarterly and annual reviews analysing the causes of complaints, their geography and the quality of products. Direct responsibility for this work is assigned to the Management Board of the bank. At its meetings, the management is required to regularly discuss the state of work with appeals and approve special Action Plans for the elimination of identified systemic deficiencies.
Resolution No. 3030-12 significantly tightens transparency and reporting standards. Banks must publish analytical reviews on their official websites (quarterly reviews — by the 20th day of the following month, and annual reviews — by 15 February) and include the results of their work with complaints in reports to shareholders. In addition, the CBU must be notified of all relevant decisions of the Management Board within three business days and of the actual elimination of each systemic deficiency within five days.
A special function of monitoring the implementation of the Action Plans is assigned to the internal audit service. The document clearly regulates the circumstances in which the bank’s measures are deemed not to have been implemented: the absence of an approved plan, failure to meet deadlines, persistence of the problem despite the measures taken, as well as internal inaction. The latter includes the absence of timely assessments and conclusions by internal auditors or the failure of the bank’s management to consider their reports within one month.
The new requirements of the CBU deprive banks of the opportunity to limit themselves to formal replies to customers’ complaints, compelling them to address the cause of the problem rather than its consequences. Mandatory public reporting, strict deadlines and the personal responsibility of top management will require banks to undertake a significant restructuring of their internal control systems, which should ultimately lead to a genuine improvement in service quality and consumer protection.