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- Trust marker: The Central Bank has compiled the first ranking of MFIs in terms of the number of complaints
Trust marker: The Central Bank has compiled the first ranking of MFIs in terms of the number of complaints
For the first time, the Bank of Russia has disclosed the ranking of microfinance organizations (MFIs) in terms of the number of substantiated customer complaints. This is done to increase market transparency and help borrowers choose companies. The list includes MFIs whose regulator confirmed violations of customer complaints in 2025. When compiling the rating, not only the number of complaints was taken into account, but also the size of each organization's customer base. The publication of data has become a new tool for monitoring the quality of work of MFIs against the background of a decrease in disbursements and an increase in delays in the sector. Details can be found in the Izvestia article.
The list of the worst
For the first time, the Bank of Russia presented a ranking of microfinance organizations based on the number of substantiated complaints. It includes MFIs that received at least two confirmed applications for microloans in 2025. The calculation includes complaints received by the Bank of Russia and the financial commissioner if the audit confirmed a violation of customers' rights.
According to Mikhail Mamuta, Deputy Chairman of the Bank of Russia, such rankings are already working for banks and insurance companies and show good results. Public evaluation motivates market participants to improve their service, change customer service, and fix problems faster. In addition, it becomes easier for people to choose a company that treats its customers more attentively.
For ease of comparison, all MFIs were divided into two groups: with over 1 million microloan contracts and less than 1 million. The location of each organization depends on the number of confirmed complaints for every 100,000 contracts. At the same time, the published ranking is not considered an assessment of the work of MFIs.
Three sources of information were used in the calculation: confirmed complaints received by the Bank of Russia, appeals to the financial commissioner, as well as reports from microfinance organizations themselves. The final figure depends not only on the number of complaints, but also on the size of each company's customer base.
Ranking is a plus not only for consumers, but also for MFIs. Nina Gukasova, director of the Financial Literacy program at the Presidential Academy, told Izvestia about this.
— The publicity of the indicators encourages MFIs to actively implement effective procedures for the pre-trial settlement of property relations with clients. It is also possible to compare its indicators with those of other market participants, which allows MFIs to objectively assess their own level of customer—centricity and develop measures to improve it," she said.
The market situation
In the first quarter of 2026, according to the Central Bank, microfinance organizations reduced the total volume of disbursements to 482 billion rubles. The drop was 7% compared to the previous quarter and 3% year-on-year. The main decrease affected short—term consumer loans of up to 30 thousand rubles - their share fell to 16%.
The quality of MFIs' assets continues to deteriorate: the delay of more than 90 days has risen to 33.8%, the highest since the end of 2023. The proportion of shorter payment delays is also increasing, indicating a likely further deterioration. At the same time, the volume of assigned debts decreased by 11% over the quarter, and the average discount on the sale of distressed portfolios increased to 78%.
Nuances of work
Banks and microfinance organizations lend money, but they operate according to different rules. Banks are more likely to offer large amounts, longer terms, and lower rates. At the same time, they carefully check borrowers, so not everyone can get a loan. MFOs take out small loans much faster. In many cases, the decision is made in a few minutes. A passport is usually enough to receive money. All legal MFIs are included in the state register of the Bank of Russia and operate under the supervision of the regulator.
Before applying for a loan, it is important to carefully read the contract and find out the full cost of the loan. You should find out in advance the amount of the interest rate, the repayment period, possible penalties and early repayment terms. Even a small debt can grow quickly if you miss a payment. It is worth checking whether the company is included in the register of the Bank of Russia, as well as to see how many complaints have been received about its work.
A micro-loan is suitable if the money is needed urgently and there is confidence that it will be returned on time. It is better to use such a loan for short-term expenses, rather than to permanently cover the lack of money. Before signing a contract, you should evaluate your income and understand whether you will be able to repay the debt without delay. If financial difficulties arise, it is better to contact the MFI immediately and discuss possible solutions. This will help you avoid additional expenses and maintain a good credit history.
Statistics of justified complaints are regularly brought by the Bank of Russia to companies so that they strive for changes in business processes and customer relationships, Vadim Krapp, a leading analyst on credit institution ratings at Expert RA agency, told Izvestia. The publication of a ranking on complaints puts additional pressure on MFIs to reduce their position in it.
— Usually, clients complain about "unreasonable" write—offs to repay debts or pay for additional services that actually follow from the terms of the contract, - said the expert. — It is extremely rare for complaints to be truly justified, pointing to incorrect aspects of the work of MFIs, for example, incorrect calculations of the borrower's payments.
Izvestia sent a request to the Central Bank, but no response had been received at the time of publication.
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