Regulation on Minimum Requirements for Commercial Banks' Activities in Relations with Bank Service Consumers

Resolution of the Board of the Central Bank of the Republic of Uzbekistan, registered on 02.07.2018, registration number 3030

Date of entry into force

04.10.2018

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04.09.2026

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24.12.2021

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07.09.2020

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22.11.2019

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07.00.00.00 Legislation on Finance and Credit. Bank Activity / 07.19.00.00 Banking System / 07.19.02.00 Commercial Banks. Private Banks. Foreign Banks]
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Finance / Banks and other credit institutions. Credits]

Resolution of the Board of the Central Bank of the Republic of Uzbekistan

On approving the Regulation on Minimum Requirements for Commercial Banks' Activities in Relations with Bank Service Consumers

[Registered by the Ministry of Justice of the Republic of Uzbekistan on July 2, 2018, registration number 3030]

In accordance with the Law of the Republic of Uzbekistan "On the Central Bank of the Republic of Uzbekistan" and the Resolution of the President of the Republic of Uzbekistan No. PQ-3620 dated March 23, 2018 "On Additional Measures to Increase the Accessibility of Bank Services", the Board of the Central Bank resolves:

Approve the Regulation on Minimum Requirements for Commercial Banks' Activities in Relations with Bank Service Consumers in accordance with the Appendix.
This resolution enters into force three months after the date of its official publication.

Chairman of the Central Bank M. NURMURATOV

Tashkent city,

April 28, 2018,

No. 16/18

APPENDIX

to the Resolution of the Board of the Central Bank of the Republic of Uzbekistan dated April 28, 2018, No. 16/18

REGULATION

on Minimum Requirements for Commercial Banks' Activities in Relations with Bank Service Consumers

See previous edition.

This Regulation establishes the minimum requirements for the activities of commercial banks (hereinafter referred to as the "Bank" in the text) in relations with bank service consumers (hereinafter referred to as "Consumers" in the text) for the purpose of protecting the rights and interests of bank service consumers.

(amended by the Resolution of the Board of the Central Bank of the Republic of Uzbekistan No. 30/10 dated January 4, 2023 (registration number 3030-8, dated 26.01.2023) — , effective from January 27, 2023, No. 10/23/3030-8/0057 — effective from April 28, 2023)

Chapter 1. General Provisions

The following main concepts are used in this Regulation:

Consumers
— physical or legal entities that have applied to the bank with a desire to use bank services, are currently using such services, or have used them previously; See previous edition.

personal account
— an information resource placed on the bank's official website, in the internet banking system, and/or in the mobile application, which allows the Consumer to receive information about the bank's performance of its obligations under the contract for providing bank services, as well as to cooperate with the bank through exchanging messages using the Internet network;

(amended by the Resolution of the Board of the Central Bank of the Republic of Uzbekistan No. 26/7 dated December 9, 2020 (registration number 3030-6, dated 14.01.2021) — National Database of Legislation, dated 14.01.2021, No. 10/21/3030-6/0039 — effective from April 15, 2021)

appeal
— an application, complaint, or suggestion related to the provision of bank services sent to the bank by the Consumer (or their representative) in oral, written, or electronic form; See previous edition.

credit
— credits, microloans, and microcredits provided by banks;

(amended by the Resolution of the Board of the Central Bank of the Republic of Uzbekistan No. 12/7 dated June 13, 2025 (registration number 3030-10, dated 14.07.2025) — , dated 14.07.2025, No. 10/25/3030-10/0608. Date of entry into force — October 15, 2025)

See changes entering into force on September 4, 2026

Consumers have the right to freely choose banks and bank services.

The Bank is prohibited from providing a service to the Consumer on the condition that they use an additional service.

See previous edition.

Bank services are provided on the basis of a contract concluded between the Bank and the Consumer, including a contract in the form of a public offer.

(amended by the first paragraph of paragraph 3 of the Resolution of the Board of the Central Bank of the Republic of Uzbekistan No. 26/7 dated December 9, 2020 (registration number 3030-6, dated 14.01.2021) — National Database of Legislation, dated 14.01.2021, No. 10/21/3030-6/0039 — effective from April 15, 2021)

The text of contracts must be expressed clearly and simply for Consumers to understand, and when printed using a computer, it must use a font size of no less than "Times New Roman" 12 or a similar font, using the Microsoft Word text editor. See previous edition.

The text of contracts is drawn up in the state language. With the mutual agreement of the Consumer and the Bank, the contract text may also be drawn up in another language.

(amended by the third paragraph of paragraph 3 of the Resolution of the Board of the Central Bank of the Republic of Uzbekistan No. 26/7 dated December 9, 2020 (registration number 3030-6, dated 14.01.2021) — National Database of Legislation, dated 14.01.2021, No. 10/21/3030-6/0039 — effective from April 15, 2021)

Chapter 2. Minimum Requirements for Providing Information to Consumers

Section 1. General Minimum Requirements for Information Provision

Information about all services provided by the Bank must be disclosed to the Consumer.

Information about services must not contain commercial or bank secrets.
See previous edition.

Information about the terms of providing bank services and changes to these terms must be published on the Bank's official website and continuously posted on the Bank's information boards.

In this regard, information about changes in the terms of providing bank services must be published at least ten days before they enter into force, and information about changes in currency exchange rates must be published immediately.

(amended by the Resolution of the Board of the Central Bank of the Republic of Uzbekistan No. 13/14 dated June 8, 2019 (registration number 3030-1, dated 15.07.2019) — National Database of Legislation, dated 15.07.2019, No. 10/19/3030-1/3428 — effective from October 16, 2019)

Information about bank services must be provided and made available to Consumers free of charge before the conclusion of contracts.
See previous edition.
The Consumer has the right to take for review the contract for the provision of bank services (for credit, deposit, bank account services, leasing, bank cards, etc.) before signing it.

The Bank must inform the Consumer about this right.

(Paragraph 61 was added based on the Resolution of the Board of the Central Bank of the Republic of Uzbekistan No. 13/14 dated June 8, 2019 (registration number 3030-1, dated 15.07.2019) — National Database of Legislation, dated 15.07.2019, No. 10/19/3030-1/3428 — effective from October 16, 2019) See previous edition.

When bank services are provided through remote service systems, the Bank must provide the Consumer with the opportunity to review the contract terms through this system and obtain a copy before the contract is concluded.

(Paragraph 61 was supplemented by the Resolution of the Board of the Central Bank of the Republic of Uzbekistan No. 26/7 dated December 9, 2020 (registration number 3030-6, dated 14.01.2021) — National Database of Legislation, dated 14.01.2021, No. 10/21/3030-6/0039 — effective from April 15, 2021) See previous edition.

The Bank must provide information about its financial services to Consumers in the state language. Information about the Bank's financial services may additionally be provided in other languages.

The text of information about bank services must be expressed in concise, simple, and fluent language.

Consumers must be provided with full and correct explanations of the services provided by the Bank.

When information about bank services is provided in paper format, "Times New Roman" font size 12 or a similar font must be used, utilizing the Microsoft Word text editor.
See previous edition.

During the period of providing credit and deposit (deposit) services by the Bank, the following information is provided to the Consumer in writing free of charge once a month within one business day from the date of receipt of the Consumer's oral or written request:

a) for credit (indicating the date the information is provided):

credit limit;

the amount of funds paid under the credit;

the remaining debt on the principal amount;

the amount, composition, and deadlines of the next payments (payment schedule);

the amount of sums to be paid if the Consumer expresses a desire to partially or fully repay the credit in advance;

the amount and composition of overdue debt;

information that incoming funds are directed to repay the credit;

b) for deposit (deposit) (indicating the date the information is provided):

the deposit (deposit) balance as of the date the information is provided;

the total interest amount calculated on the deposit (deposit) as of the date the information is provided, including the paid interest amount.

The Bank is obliged to provide free of charge (once per contract for the provision of one bank service) certified copies of the following documents at the Consumer's request:

the contract for the provision of bank services signed by the Bank and the Consumer; See previous edition.

the application submitted by the Consumer (if the formalization of such an application is mandatory according to legislation or if the formalization of such an application is required when concluding a contract for the provision of bank services based on the Bank's internal rules);

(Paragraph 10, third paragraph amended by the Order of the Minister of Justice of the Republic of Uzbekistan No. 16-mh dated July 28, 2021 (registration number 3313, dated 28.07.2021) — , dated 28.07.2021, No. 10/21/3313/0724)

document confirming the provision of credit to the Consumer (order, payment order, information note on the transfer of funds to an electronic payment instrument);

document confirming that the Consumer has fully fulfilled obligations under credit contracts (information note).

The Bank may provide the documents specified in this paragraph unlimitedly at a fee not exceeding the costs of their preparation at the Consumer's request. If there is no opportunity to provide such documents, the Bank must provide the Consumer with a reasoned written notice about this.

The Bank must agree on contact means with Consumers when concluding a contract for the provision of bank services for providing information to Consumers and ensure the opportunity to contact them through these means.
See previous edition.
Within five business days from the date of registration of the Consumer's relevant request at the Bank, the contract for the provision of bank services, the application submitted by the Consumer, and the document confirming the provision of credit to the Consumer are provided, and within one business day, the document confirming that the Consumer has fully fulfilled obligations under credit contracts is provided.

The Bank must provide the Consumer or their authorized representative with one original copy of the contract on the day the contract for the provision of bank services is signed.

(Paragraph 121 was added based on the Resolution of the Board of the Central Bank of the Republic of Uzbekistan No. 13/14 dated June 8, 2019 (registration number 3030-1, dated 15.07.2019) — National Database of Legislation, dated 15.07.2019, No. 10/19/3030-1/3428 — effective from October 16, 2019) See previous edition.

If the contract is concluded through remote service systems, the Bank must provide the Consumer with the opportunity to use the contract and obtain a copy through these systems on the day the contract is concluded.

(Paragraph 121 was supplemented by the Resolution of the Board of the Central Bank of the Republic of Uzbekistan No. 26/7 dated December 9, 2020 (registration number 3030-6, dated 14.01.2021) — National Database of Legislation, dated 14.01.2021, No. 10/21/3030-6/0039 — effective from April 15, 2021)

Section 2. Features of Information Provision on the Bank's Official Website

The Bank must have an official website.
See previous edition.

The date of information posted on the official website must be indicated.

The Bank's official website must have a section describing the structure of the site, which allows conveniently and clearly identifying the location of each page of the official website in this structure.
The Bank's official website must comply with the Regulation on Requirements for Corporate Websites of Joint Stock Companies approved by the Resolution of the Cabinet of Ministers of the Republic of Uzbekistan No. 176 dated July 2, 2014.
When using information on the Bank's official website:

Consumers must have the opportunity to review and use necessary information at any time. Charges for reviewing information or using it in other ways, as well as other restrictions, must not be imposed;

the Consumer must have the opportunity to use information with free and widely available software;

information must not be encrypted or protected by other means;

the Bank has no right to require the Consumer to register or provide personal information, as well as to conclude various agreements, to use information posted on its official website (except for information placed in the Consumer's personal account).

The Bank must create the opportunity to access the section of the official website containing information about the terms of this Bank and the bank services provided through hyperlinks from the main page of the website in one click.
See previous edition.
The Bank must ensure the opportunity for the Consumer to create and use a personal account on its official website, in the internet banking system, and/or in the mobile application.

The Bank must ensure that the Consumer has the opportunity to use in their personal account:

information on the contract concluded with the Consumer under the credit contract and amendments made to it, as well as information specified in paragraph 9 of this Regulation;

information on the contract concluded with the Consumer under the deposit (deposit) contract and amendments made to it, as well as information on the deposit balance and information on deposit income/expense operations.

Banks must create the opportunity to independently calculate the full value of loans intended for physical persons on their official websites, as well as in their mobile applications (if available).

(Paragraph 181 was added based on the Resolution of the Board of the Central Bank of the Republic of Uzbekistan No. 12/7 dated June 13, 2025 (registration number 3030-10, dated 14.07.2025) — , dated 14.07.2025, No. 10/25/3030-10/0608. Date of entry into force — October 15, 2025)

Section 3. Providing Information of an Advertising Nature Regarding Bank Activities

Advertising information must be provided in a manner that does not abuse the Consumer's trust and/or does not aim to take advantage of the Consumer's lack of experience and knowledge.
Advertising information must not mislead the Consumer, directly or indirectly, through ambiguous or exaggerated means, in particular, must not affect the Consumer's choice of bank service terms.
A bank providing advertising cannot use the trade name and/or trademark of another credit organization as keywords when placing contextual advertising on the Internet.
To prevent the provision of incorrect information to the Consumer, the bank providing advertising must not disguise its official website to resemble the previously published official website of another credit organization.

Section 4. Minimum Volume of Information Provided to the Consumer

The following information must be posted on the Bank's information boards and official website:

the Bank's full and abbreviated names, addresses, addresses of branches, working hours, contact phone numbers for communication, official website, and email address;

the text of this Regulation;
See previous edition.

the procedure, terms, and cost of providing bank services to Consumers, including the text of standard contracts for bank services (only on the official website);

(amended by the fourth paragraph of paragraph 23 of the Resolution of the Board of the Central Bank of the Republic of Uzbekistan No. 26/7 dated December 9, 2020 (registration number 3030-6, dated 14.01.2021) — National Database of Legislation, dated 14.01.2021, No. 10/21/3030-6/0039 — effective from April 15, 2021)

about tariffs for Bank operations, interest rates, and brokerage fees; See previous edition.

rates for selling and buying foreign currencies, exchange rates for exchanging foreign currencies, as well as the amounts of brokerage fees charged for currency exchange operations (if available);

(Paragraph 23 was supplemented by the sixth paragraph based on the Resolution of the Board of the Central Bank of the Republic of Uzbekistan No. 26/7 dated December 9, 2020 (registration number 3030-6, dated 14.01.2021) — National Database of Legislation, dated 14.01.2021, No. 10/21/3030-6/0039 — effective from April 15, 2021)

the procedure for considering Consumer appeals, including methods of appeal and the addresses to which they are sent;

methods for protecting the Consumer's rights, including the possibility and methods of pre-trial dispute resolution.

The Bank must inform the Consumer about the rights, obligations, and liabilities of the parties, and must also provide the information specified in
paragraph 23 of this Regulation at the Consumer's request.

Refusal to provide information about the terms and cost of services being provided is not permitted.
See previous edition.

The Bank has no right to establish restrictions not provided for by legislation for depositors.

(Paragraph 241 added by the Order of the Minister of Justice of the Republic of Uzbekistan No. 16-mh dated July 28, 2021 (registration number 3313, dated 28.07.2021) — , dated 28.07.2021, No. 10/21/3313/0724) See previous edition.

See previous edition.

The Bank deposit (deposit) contract must be concluded in writing. In this case, if the contract is concluded using remote service systems, it may also be formalized by accepting an offer in the manner established by legislation.

(Paragraph 242 added by the Order of the Minister of Justice of the Republic of Uzbekistan No. 16-mh dated July 28, 2021 (registration number 3313, dated 28.07.2021) — , dated 28.07.2021, No. 10/21/3313/0724)

See: Chapter 27 of the Civil Code of the Republic of Uzbekistan.

The Bank deposit (deposit) contract between the Bank and depositors is considered concluded from the day the deposit amount is accepted into the Bank's cash or the non-cash funds corresponding to the deposit account are received.

The Bank must confirm in writing or electronically through remote service systems the relevant document to the depositor regarding the acceptance of their funds into the deposit.
See previous edition.

245
. If deposits (deposits) at the Bank are guaranteed in accordance with the Law of the Republic of Uzbekistan "On Guarantees for Deposits in Banks", this must be reflected in the deposit (deposit) contract or bank account contract, indicating the amount of guaranteed funds.

The Bank is not allowed to unilaterally introduce changes to the terms of the deposit contract that infringe upon the rights and legitimate interests of the depositor.
See previous edition.
Before concluding the Bank deposit (deposit) contract, the Bank provides the Consumer orally with the following information:

type of deposit (deposit) (demand, term, savings);

term of deposit (deposit) (if available);

minimum amount of deposit (deposit);

bonus rates;

conditions for extending the term of deposit (deposit) without concluding an additional agreement;

opportunity to replenish the deposit (deposit);

conditions for full or partial early withdrawal of the deposit (deposit);

interest rates;

procedure for paying the principal amount and interest income on the deposit (deposit);

opportunity to add funds to the deposit (deposit);

how the deposit of cash into the deposit (deposit) is formalized;

the condition of formalizing the deposit contract with the Bank before depositing cash into the Bank's cash or transferring funds to the Bank account for the purpose of depositing; See previous edition.

funds guaranteed and compensation amounts for guaranteed deposits in accordance with the Law of the Republic of Uzbekistan "On Guarantees for Deposits in Banks";

(Paragraph 26 was supplemented by the thirteenth paragraph based on the Resolution of the Board of the Central Bank of the Republic of Uzbekistan No. 12/7 dated June 13, 2025 (registration number 3030-10, dated 14.07.2025) — , dated 14.07.2025, No. 10/25/3030-10/0608. Date of entry into force — October 15, 2025)

about the rights and obligations of the Bank and Consumer, and their liability provided for in the Bank deposit (deposit) contract.

If the Bank deposit (deposit) contract is concluded through a remote service system, the Bank must provide the Consumer with the opportunity to review the information specified in this paragraph before the contract is concluded through this system.

Before concluding a credit contract, the bank provides the consumer with the following information:

requirements imposed on the borrower to obtain a loan;
the type of credit;
the maximum amount and currency of the credit, including warnings about possible risks associated with foreign currency (risks related to financial losses resulting from changes in foreign exchange rates);
the term for using the credit;
the annual nominal value of the interest rate, and in case of variable interest rates, the procedure for determining them, as well as the full cost of the credit as of the date of the consumer's (individual's) request. In this regard, the calculation of the full cost of credits granted to individuals is carried out in accordance with the procedure set forth in Appendix 1 of this Regulation;
the date on which interest calculation begins for the use of the credit, or the procedure for determining it;
a detailed list and amounts of brokerage fees, tariffs, and other payments related to obtaining and servicing the credit;
the consumer's liability and risks in case of failure to fulfill obligations under the credit contract;
methods of granting credit, including through remote service systems;
the periodicity of payments by the borrower when repaying the credit, paying interest on the credit, and making other payments;
the liability of the pledgor, guarantor (surety), and other persons who are parties to the credit contract;
information on the rights and obligations of the bank and the consumer, including the consumer's rights during the process of recovering overdue debt, as well as information on the liability of the parties provided for in the banking service contract;
terms for reviewing documents submitted by the consumer to obtain a credit, granting the credit, and using it;
a complete list of documents required to obtain a credit;
types of security for ensuring the fulfillment of obligations under the contract for granting credit;
types of collateral accepted as security for the credit (if collateral is required) and requirements imposed on them;
the procedure for early repayment of the credit;
the procedure for changing credit terms, including the procedure for reviewing repayment periods and the procedure for attaching enforcement to collateral.

27-1. The bank must explain to third parties who pledge their property as security for obligations to the bank or act as guarantors the risks that may arise in the future, in particular, that in the event of untimely payment of the credit and interest accrued on it by the borrower, enforcement may be levied on the collateral property of the third party or the guarantor's property in accordance with the procedure of solidary or subsidiary liability established by legislation and the contract to cover the debts arising from the credit.

The bank must warn the consumer that it is necessary to analyze their financial situation taking into account the following factors:

the consumer's debt load must correspond to their current financial situation;
the approximate timing and amount of funds expected to be received to fulfill the obligations specified in the banking service contract (for example, for individuals - the periodicity of salary payments, receipt of other income);
the possibility of force majeure situations and other circumstances that may lead to the consumer's inability to fulfill their obligations under the credit contract (including for individuals - loss of employment, delayed receipt of salary and other types of income due to circumstances beyond their control, difficulty in finding employment, decrease in income due to deterioration of health).

After banks make a positive decision to grant a credit, but before the credit contract is formalized (acceptance of the offer), they must provide a checklist in the form specified in Appendix 1a of this Regulation to consumer-individuals regarding potential risks associated with credit obligations.

This checklist:

is provided to the consumer-individual in paper or electronic form depending on the method of credit formalization when visiting the bank building. In this case, the consumer-individual marks each item of the checklist with a special sign after reading and familiarizing themselves with it, and confirms the checklist by signing it by hand;
when credit is formalized through remote service systems - the consumer-individual marks each item of the checklist with a special electronic sign after reading and familiarizing themselves with it, and presses the button to confirm the checklist. In this case, the fact of placing all signs and pressing the confirmation button must be recorded in the bank's automated system with the date, time, IP address, and one of the identifiers of the consumer-individual indicated.

The checklist is stored in the bank along with the credit contract documents or in the bank's information systems. Formalization of the credit contract is not permitted until the consumer-individual has marked familiarity with all items of the checklist and confirmed the checklist.

28-1. Banks must have a procedure for considering applications from consumers who are experiencing difficulties in timely making credit payments on their existing credits due to financial difficulties, complex life situations, and force majeure circumstances, regarding the possibility of making changes and additions to the terms of the credit contract (restructuring). This procedure must be posted on the bank's official website.

This procedure must include at least the following:

types of changes and additions to the terms of the credit contract (restructuring) (for example, extending the term for credit payments, reviewing the credit interest rate, reducing the amount of fines and penalties for delayed credit payments, etc.);
a list of financial difficulties, complex life situations, and force majeure circumstances serving as the basis for changes and additions to the terms of the credit contract (restructuring);
the procedure for accepting and registering the consumer's applications, as well as a list of necessary documents attached to the application;
terms for considering the consumer's applications;
criteria for accepting and evaluating applications;
the procedure and term for notifying the consumer about the decision made by the bank regarding the application;
the procedure for making additions and changes to the credit contract and its appendices if the application is approved;
the procedure for notifying the applicant with a reasoned decision in case of refusal to approve the application.

In this regard, the rules for considering applications to extend the payment term for existing credits of women who have taken maternity and childbirth leave up to ten months must be reflected in this procedure on a mandatory basis.

The bank provides information to the consumer about risks related to the consumer's failure to fulfill their obligations under the credit contract to the required extent, including information about the possibility of applying penalties (fines, penalties) to the consumer for violating obligations and the resulting increase in the consumer's expenses.
The consumer must be warned that information provided by the consumer in response to the bank's request may affect the terms of the credit contract being concluded.

30-1. When a consumer-individual applies to the bank for a credit, including for obtaining a credit card or opening a savings account (when the consumer visits the bank building), the bank fills out together with the consumer-individual and provides to the consumer-individual an information sheet on the main terms of the credit (in accordance with Appendix 2 of this Regulation), term deposit (in accordance with Appendix 3), and credit card (in accordance with Appendix 3a) (hereinafter in the text referred to as the Information Sheet).

In this regard, when obtaining a credit, including a credit card, and opening a term deposit through a mobile application, the bank must create an opportunity for the consumer to review and download the information sheet.

The bank must independently create an opportunity on its official website for consumers to fill out and print an interactive form of the Information Sheet for deposits, credits, including credit card products offered to consumers.

The Information Sheet is provided to the consumer-individual free of charge and does not constitute an application for a credit, including obtaining a credit card, or opening a savings account.

Chapter 3. Organization of the Bank's Relations with the Consumer

Section 1. Basic Rules for Conducting Relations with the Consumer by the Bank

If questions arise regarding the mutual relations of the parties under the banking service contract with the consumer, the bank must provide the consumer with a reasoned answer and other relevant explanations on the essence of these questions. In this regard, the bank is not entitled to engage in activities related to advising on methods and ways to evade debt repayment and (or) liability for non-payment, as well as other similar issues (including regarding banking services provided by other financial organizations).
When a consumer requests oral advice, the waiting time should not exceed thirty minutes.
The use of unfair service practices in the bank's activities is not allowed, including:

providing false information to the credit bureau or other organizations by the bank with the aim of preventing the consumer from concluding a banking service contract with another credit institution;
offering consumers subordinated debt as a deposit (deposit) or as a debt equalized to a deposit (deposit);
encouraging the consumer to conclude another credit contract with the aim of repaying the initial debt formalized under favorable conditions for the consumer;
offering consumers a credit in an amount exceeding the amount specified in their application (request) for obtaining a credit, and urging them to take it;
recovering credit debts from state social benefits and assistance funds allocated to citizens, including funds received to social card accounts;
demanding recovery of credit payments before the calendar date specified in the credit contract or in the attached credit repayment schedule, except for cases where credit payments are deducted during the period of using the bank's auto-payment service by the consumer and other cases provided for by legislation;
it is prohibited to reward and incentivize bank employees for carrying out measures aimed at increasing the amount of consumer debt.

When providing services to consumers on credits, banks must adhere to the principles of honesty, transparency, reliability, partnership relations, and taking into account economic interests and opportunities in credit liability.
The bank:

must not increase the nominal and real interest rates on the credit above the published interest rate indicators as of the date of granting the credit (interest payments are accrued and written off based on the nominal rate on the decreasing balance of the principal credit amount);
must inform the consumer of information in accordance with paragraphs 27-29 of this Regulation before concluding the credit contract;
must thoroughly study the borrower's ability to pay before concluding the credit contract;
must not include additional fees, brokerage fees, and other payments prohibited from being recovered from the consumer by legislation in the terms of the credit contract;
must provide for the consumer's right to freely refuse to obtain a credit or lease contract free of charge during the period after the contract is concluded and before the consumer receives funds or makes payment for the leased property;
must provide for the consumer's right to early repay the credit (lease) at any time without collecting penalty sanctions in the credit contract;
must control that the total maximum amount of interest, brokerage fees, and penalties (fines) calculated on the credit debt does not exceed the amount established by legislation;
must inform the consumer that the only residential property pledged as collateral can only be recovered through court proceedings and is realized through public auctions (except for cases provided for by legislation);
must not allow unilateral changes to the terms of the credit contract that lead to a restriction of the borrower's rights and/or an increase in their obligations.

35-1. Commercial banks:

are prohibited from charging interest, commissions, and penalties (fines, penalties), and applying other liability measures in amounts exceeding half of the annual debt amount under credit contracts;
are prohibited from charging fees for reviewing credit applications, servicing loan accounts, granting credits, as well as for penalties (fines, penalties) for early repayment of credits by individuals and small business entities;
are prohibited from including conditions in the credit contract requiring the presence of a non-decreasing amount of funds or turnover in the debtor's accounts opened in the bank that granted the credit or in another bank, including the retention of sufficient funds to cover the next payment specified in the credit repayment schedule;
are prohibited from granting credits to individuals in foreign currency and accounting for their obligations on credits in foreign currency;
are prohibited from providing new microfinance services to individuals if there is an outstanding overdue debt on previously obtained credits.

35-2. Failures in the bank's software must not lead to an increase in consumers' obligations and harm to their legitimate interests.

35-3. The following practices are not allowed in the process of providing financial services by banks, as well as when services are provided through the bank's remote service systems:

pre-setting or selecting any signs expressing the consumer's will (for example, checkbox areas, toggle buttons, etc.);
pre-filling areas indicating credit parameters, including the credit amount, term, and information about the consumer's income in the relevant application.

In this regard, if the bank offers the consumer a relevant choice, the consumer must be given the opportunity to independently place a sign, independently set credit parameters, and fill in other areas during the process of formalizing the credit (for example, requesting a credit report from the credit bureau, sending advertising information, providing remote financial services, confirming familiarity with the general terms of bank services, accepting bank tariffs, etc.).

35-4. In cases where services are provided through the bank's remote service systems, if the consumer has not fully reviewed all pages (parts) of the proposed contract (offer), the opportunity to press the button expressing consent to the service terms must not be provided.

It is not allowed to use credit products that provide for indexing payments on the credit in relation to a currency other than the currency of the credit contract.

36-1. The consumer-individual has the right to independently choose the form of payment for banking services.

36-2. It is prohibited for the bank to set different prices (tariffs) for banking services depending on the form of payment (cash or non-cash settlement).

36-3. It is not allowed to establish a requirement that consumers must pay for banking services only through the cashiers (mini-banks) of the bank's branches and (or) in cash form, as well as that the bank must accept funds to deposits only in cash form.

36-4. The consumer-individual has the right to apply to the bank of their choice for a credit, regardless of their place of residence.

36-5. The bank must not restrict the right of the borrower and (or) pledgor to choose an insurance company and (or) appraiser.

36-6. The bank must adhere to the following in conducting credit operations:

the credit contract must clearly specify the term, conditions, and procedure for using the credit funds;
the credit contract must reflect the bank's liability as a creditor to the borrower for failure to fulfill or untimely fulfillment of the obligation to provide credit funds;
the credit contract concluded with consumer-individuals must indicate the amount of the full cost of the credit. In this regard, the amount of the full cost of the credit is written in numbers and words in the upper right corner of the first page of the contract, inside a square frame, in black color on a white background, using a font size of "Times New Roman" 14 or similar.

7.7. The credit repayment schedule attached to the credit contract is an integral part of the credit contract, must be signed by the bank and the borrower, and, as a rule, should include a reference in the text of the credit contract to the credit repayment schedule in the form of an annex.

7.8. Interest for the use of credit must be calculated by the borrower at the nominal rate specified in the credit contract relative to the remaining balance of the principal amount of the credit actually disbursed.

In this regard, interest for the use of credit is calculated starting from the date the credit amount was transferred to the borrower's account or to another account specified by the borrower, or provided to the borrower in cash.

If the credit contract provides for a grace period during the repayment of the credit, the start date of the grace period must be calculated from the date the credit was disbursed.

7.9. If the bank completely or partially refuses to provide the credit provided for in the credit contract, it must send a written notice to the borrower without delay from the next business day after the date of the decision to stop providing funds for this credit, regarding the cessation of credit provision and the reasons for it.

7.10. After the full repayment of debt on consumer credit and mortgage credit by an individual borrower, the bank must post information in the borrower's personal account without delay within three business days from the date of the last payment made on this debt, confirming that the debt on the credit has been fully repaid and that there is no debt under this credit contract.

7.11. The type of interest rate for the use of credit (fixed or variable interest rate) as well as the method of repayment of the principal amount and interest of the credit (differential or annuity) must be provided for in the credit contract in accordance with the mutual agreement of the parties.
(Paragraphs 7.7 to 7.11 were introduced on the basis of Resolution No. 1/8 dated January 16, 2020 of the Board of the Central Bank of the Republic of Uzbekistan (registry number 3030-4, 21.02.2020) — National Database of Legislation of the Republic of Uzbekistan, 21.02.2020, 10/20/3030-4/0204) See previous edition.

7.12. Banks:
See previous edition.

send an SMS notification regarding the acceptance of the borrower's application for credit provision for execution; (Paragraph 7.12 was supplemented with a second subparagraph on the basis of Resolution No. 12/7 dated June 13, 2025 of the Board of the Central Bank of the Republic of Uzbekistan (registry number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025)

review the documents submitted by the consumer for obtaining a credit within the time limit established by the credit allocation rules and make a decision on credit allocation or justified refusal to allocate credit;

notify the consumer in writing without delay within three days from the date of adoption of such a decision regarding the decision made on credit allocation or justified refusal to allocate credit.

In this regard, if the notification is sent to the consumer via email, SMS message, or remote service systems, the bank must ensure the opportunity to provide the notification in written paper form to the consumer upon their request. (Paragraph 7.12 was introduced on the basis of Resolution No. 30/10 dated January 4, 2023 of the Board of the Central Bank of the Republic of Uzbekistan (registry number 3030-8, 26.01.2023) — , 27.01.2023, 10/23/3030-8/0057 — enters into force from April 28, 2023)

See previous edition.

The bank carries out the collection of credit debt in the manner and on the grounds provided for in the credit contract and legislative acts.
(First subparagraph of paragraph 37 was edited on the basis of Order No. 16-mh dated July 28, 2021 of the Minister of Justice of the Republic of Uzbekistan (registry number 3313, 28.07.2021) — , 28.07.2021, 10/21/3313/0724) See previous edition.

For the purpose of collecting credit debt, the bank notifies the debtor in the appropriate manner about the necessity of repaying the debt and the consequences of non-performance of obligations under the credit. The notification regarding the debt must contain brief information for the debtor about the amount of the debt, including the main debt amount, calculated interest, brokerage fees, penalties, and other payments (if any). Delivery of the notification and oral reminders via telephone tools are not allowed between 20:00 and 8:00 local time. (Second subparagraph of paragraph 37 was edited on the basis of Resolution No. 26/7 dated December 9, 2020 of the Board of the Central Bank of the Republic of Uzbekistan (registry number 3030-6, 14.01.2021) — National Database of Legislation of the Republic of Uzbekistan, 14.01.2021, 10/21/3030-6/0039 — enters into force from April 15, 2021) See previous edition.

See previous edition.

37.1. The borrower has the right to direct funds from their deposit (savings) pledged as collateral for the credit to repay this credit at any time during the term of the credit contract, regardless of the validity period of the deposit (savings).

In this regard, if the borrower intends to direct funds from their time deposit (savings) pledged as collateral for the credit to repay the credit before the expiration of the deposit (savings) period specified in the contract, they must notify the bank at least one month in advance of the date they plan to return the deposit (savings). (Paragraph 37.1 was edited on the basis of Resolution No. 12/7 dated June 13, 2025 of the Board of the Central Bank of the Republic of Uzbekistan (registry number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025) See previous edition.

37.2. If funds exceeding the amount specified in the credit repayment schedule for the current payment of the credit are received from the debtor, the bank must direct the excess amount of the received funds to repay the principal debt of the borrower's credit and recalculate the credit amount, unless otherwise specified in the contract.
(First subparagraph of paragraph 37.2 was edited on the basis of Resolution No. 12/7 dated June 13, 2025 of the Board of the Central Bank of the Republic of Uzbekistan (registry number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025) See previous edition.

If, after the formalization of the credit repayment schedule, the dates for starting financing under the credit or changes in the variable interest rate provided for in the contract, the revision of the terms of the credit contract between the parties (including the restructuring of the credit), or the partial early repayment of the credit by the borrower, the dates and deadlines for making payments on the credit or the amounts of interim credit payments change, the bank must re-formalize the credit repayment schedule and submit it to the borrower.

In this regard, with the re-formalization of the credit repayment schedule, the previously existing credit repayment schedule loses its force. This rule must be recorded in the credit contract.
(Paragraph 37.2 was supplemented with subparagraphs on the basis of Resolution No. 1/8 dated January 16, 2020 of the Board of the Central Bank of the Republic of Uzbekistan (registry number 3030-4, 21.02.2020) — National Database of Legislation of the Republic of Uzbekistan, 21.02.2020, 10/20/3030-4/0204) See previous edition.

See previous edition.

37.3. The condition regarding the fact that the consequences arising from the increase in the debt burden in national currency on a credit obtained in foreign currency due to the choice of the borrower-legal entity to obtain a credit in foreign currency and the resulting change in the foreign exchange rate shall be borne by the borrower's risk, must be reflected in the credit contract concluded between the bank and the borrower.
(Paragraph 37.3 was edited on the basis of Resolution No. 26/7 dated December 9, 2020 of the Board of the Central Bank of the Republic of Uzbekistan (registry number 3030-6, 14.01.2021) — National Database of Legislation of the Republic of Uzbekistan, 14.01.2021, 10/21/3030-6/0039 — enters into force from April 15, 2021)

See previous edition.

37.4. The bank must, without delay within three business days from the date of full performance of the obligation to pay the debt amount on the credit based on the credit contract:
(First subparagraph of paragraph 37.4 was edited on the basis of Resolution No. 12/7 dated June 13, 2025 of the Board of the Central Bank of the Republic of Uzbekistan (registry number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025)

remove the prohibition on the pledged property;

take measures to remove the record regarding the bank's rights to the property held as collateral from the pledge registry.
(Paragraphs 37.3 and 37.4 were introduced on the basis of Resolution No. 26/2 dated October 26, 2019 of the Board of the Central Bank of the Republic of Uzbekistan (registry number 3030-3, 22.11.2019) — National Database of Legislation of the Republic of Uzbekistan, 22.11.2019, 10/19/3030-3/4059) See previous edition.

37.5. Banks must have a separate procedure for the step-by-step release from pledge or replacement of the pledge item of pledged property accepted as collateral for the disbursed credit, proportional to the remaining balance of the principal debt of the credit, and this procedure must be posted on the bank's official website. This procedure must include:

registration of the application of the borrower or pledgor for the step-by-step release from pledge or replacement of the pledge item of pledged property and the time limit for reviewing this application;

information about the authorized body of the bank for reviewing the issue of step-by-step release from pledge or replacement of the pledge item of pledged property and making the relevant decision, as well as the time limit for notifying the applicant about the decision of this authorized body;

justified notification to the applicant in case of a decision to refuse the step-by-step release from pledge or replacement of the pledge item of pledged property.

The bank must reflect in the pledge contract concluded for the credit the right of the borrower to reduce the amount of collateral security by an amount exceeding the unpaid part of the credit, based on the bank's claims arising from the collateral security, as well as the procedure and methods for reducing the collateral security.

For the purpose of covering credit debt, the bank may realize the pledged property through methods not prohibited by legislation, outside of court, in agreement with the pledgor in the manner established by legislation.

In this regard, the bank must ensure that written information is sent to the borrower and the pledgor regarding the allocation of funds received from the realization of the property to the credit debt and other expenses.
(Paragraph 37.5 was edited on the basis of Resolution No. 12/7 dated June 13, 2025 of the Board of the Central Bank of the Republic of Uzbekistan (registry number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025) See previous edition.

The waiver of a claim under the credit in favor of another person may be carried out only with the consent of the debtor. Regardless of the debtor's consent, it is not allowed to include in the credit contract the right of the bank (creditor) to transfer the claim under the credit to third parties. The right to transfer the claim under the credit to a third party is formalized by a separate agreement.
(First subparagraph of paragraph 38 was edited on the basis of Resolution No. 13/14 dated June 8, 2019 of the Board of the Central Bank of the Republic of Uzbekistan (registry number 3030-1, 15.07.2019) — National Database of Legislation of the Republic of Uzbekistan, 15.07.2019, 10/19/3030-1/3428 — enters into force from October 16, 2019) See previous edition.

When the bank's rights as a creditor pass to an insurance company (subrogation), the bank must send a written notification (certificate) through mutually agreed communication channels to the debtor (jointly with the borrower) and guarantors without delay within three business days from the date of transfer, confirming that the bank's right to claim under the credit has been transferred to the insurance company.

In this regard, the notification (certificate) sent by the bank must include at least the following information:

full name, legal (postal) address, and contact information of the insurance company to which the claim under the credit was transferred;

grounds for the transfer of the claim under the credit (number, date of the contract (agreement), and legal basis);

information about the credit obligation (debt) on the date of transfer of the claim (principal debt, interest, and other payments);

contact information through which contact can be made regarding this notification (certificate).
(Paragraph 38 was supplemented with second to seventh subparagraphs on the basis of Resolution No. 12/7 dated June 13, 2025 of the Board of the Central Bank of the Republic of Uzbekistan (registry number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025)

The rules provided for in the first subparagraph of this paragraph do not apply to cases of transfer of claims under mortgage credits to the Mortgage Refinancing Company established by the Decree of the President of the Republic of Uzbekistan No. PF-5715 dated May 13, 2019 "On Additional Measures for the Development and Expansion of the Mortgage Credit Market". (Paragraph 38 was supplemented with a subparagraph on the basis of Resolution No. 13/14 dated June 8, 2019 of the Board of the Central Bank of the Republic of Uzbekistan (registry number 3030-1, 15.07.2019) — National Database of Legislation of the Republic of Uzbekistan, 15.07.2019, 10/19/3030-1/3428 — enters into force from October 16, 2019) See previous edition.

38.1. When the bank suspends operations on the customer's bank account and/or bank deposit, including bank cards (except for cases where blocking occurs due to incorrect entry of the "PIN-code" while using bank cards), the bank must send a notification (certificate) to the owner of the account or deposit without delay from the next business day after the date of suspension of operations, informing them that service to their account has been suspended and the reasons for it.
See previous edition.

38.2. When funds are debited from the bank account and/or bank deposit (including bank cards) without the order of the account (deposit) owner for the purpose of repaying debts on credits and leases by the bank, the bank must send a notification (certificate) to the owner of the account (deposit) without delay from the next business day after the date of debiting these funds, indicating the amount of funds debited from the account, the reasons, and in whose favor they were withdrawn.
(Paragraph 38.2 was edited on the basis of Resolution No. 12/7 dated June 13, 2025 of the Board of the Central Bank of the Republic of Uzbekistan (registry number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025)

38.3. The notifications (certificates) provided for in paragraphs 38.1 and 38.2 of this Regulation may be delivered to customers personally, by mail, or through electronic communication tools and other communication channels. The method of receiving the notification (certificate) is chosen independently by the consumer, and the chosen method must be specified in the bank account or deposit contract. The customer has the right to change the method of delivering the notification (certificate) to the bank by submitting a written application personally or by mail. In this regard, the application received from the customer is stored by the bank in the general folder for their bank account or in a separate card file for deposit accounts.

Amendments to the bank account or deposit contract are not required due to a change in the method of delivering the notification (certificate) to the customer.
(Paragraphs 38.1 to 38.3 were introduced on the basis of Resolution No. 26/2 dated October 26, 2019 of the Board of the Central Bank of the Republic of Uzbekistan (registry number 3030-3, 22.11.2019) — National Database of Legislation of the Republic of Uzbekistan, 22.11.2019, 10/19/3030-3/4059) See previous edition.

38.4. When providing services for making payments through a terminal in its branch or structural unit, or for cashing out funds from a bank card, the bank must provide the person presenting the bank card (the bank card owner or the person authorized to use the card) with the opportunity to independently enter the "PIN-code" of this card.
(Paragraph 38.4 was introduced on the basis of Resolution No. 26/7 dated December 9, 2020 of the Board of the Central Bank of the Republic of Uzbekistan (registry number 3030-6, 14.01.2021) — National Database of Legislation of the Republic of Uzbekistan, 14.01.2021, 10/21/3030-6/0039 — enters into force from April 15, 2021)

Section 2. Minimum Requirements for Service Provision to Consumers

The bank:

must ensure that all consumers have access throughout working hours to the information disclosed at service locations as provided for in paragraph 23 of this Regulation;

must ensure that information is placed in a manner that allows consumers convenient and barrier-free access;

must ensure that bank employees working directly with consumers (hereinafter referred to as administrators in the text) have visual identification tools displaying the employee's surname, name, and position, which are visible to consumers;

must ensure the opportunity to conclude contracts with consumers, including consumers with disabilities and limited mobility, in the place intended for providing bank services.

Administrators must be able to present the minimum volume of information provided to the consumer as provided for in this Regulation in a simple form, and also create opportunities for consumers to familiarize themselves with bank documents containing such information.

The bank must ensure that administrators have the opportunity to obtain, study, and update the information indicated in paragraph 23 of this Regulation.
See previous edition.

40.1. The bank must introduce customer service standards that specify clear procedures and guidelines for relations with consumers, including rules of conduct and professional ethics of bank employees during the process of initiating contact with customers, identifying their needs, presenting products/services, forming offers, handling complaints, and concluding communication.
(Paragraph 40.1 was introduced on the basis of Resolution No. 26/7 dated December 9, 2020 of the Board of the Central Bank of the Republic of Uzbekistan (registry number 3030-6, 14.01.2021) — National Database of Legislation of the Republic of Uzbekistan, 14.01.2021, 10/21/3030-6/0039 — enters into force from April 15, 2021) See previous edition. (Paragraph 3 was invalidated on the basis of Resolution No. 18/6 dated August 26, 2020 of the Board of the Central Bank of the Republic of Uzbekistan (registry number 3030-5, 07.09.2020) — National Database of Legislation of the Republic of Uzbekistan, 07.09.2020, 07/20/3030-5/1266) See previous edition.

Section 3. Notification Regarding the Deposit Guarantee System

40.2. Banks must take necessary measures to disseminate the following information to consumers:

information about the bank's participation in the deposit guarantee system;

information about guarantee objects, guaranteed deposits, and funds that are not considered guarantee objects;

information about the procedure for paying compensation, including methods and deadlines for their payment;

40.3. The information provided for in paragraph 40.2 of this Regulation must be disseminated by the bank in the following forms:

by placing it on the bank's information stands and official website;

through administrators, including during the process of concluding a bank deposit (savings) contract and/or bank account contract, and upon the consumer's request;

through remote service systems.

40.4. On the page where information about deposits is placed on the bank's official website, a prominent link (hyperlink) with the content "Your deposits are guaranteed" must be placed, and this relevant link (hyperlink) must direct to the relevant page on the official website of the Deposit Guarantee Agency.

40.5. During the process of concluding a bank deposit (savings) contract or bank account contract, administrators must familiarize the depositor with information about the deposit guarantee system in the form provided in Appendix 3b of this Regulation and have them sign it.

One copy of the information indicated in Appendix 3b of this Regulation must be given to the depositor by the bank, and the second copy must be stored in the general folder formed for each customer as a document confirming the depositor's familiarity with this information.

If the depositor places a deposit (savings) or opens a bank account through remote service systems, the bank must provide this information to the depositor as provided for in Appendix 3b of this Regulation, and also create an opportunity to confirm their familiarity with this information before the contract is concluded.

40.6. Administrators must present information about the deposit guarantee system to the consumer in a simple and understandable form.

If the administrator has difficulty answering questions about the deposit guarantee system, in such cases, they must recommend that the consumer contact the Deposit Guarantee Agency directly to obtain more detailed information. (Paragraph 3 was introduced on the basis of Resolution No. 25/1 dated October 9, 2025 of the Board of the Central Bank of the Republic of Uzbekistan (registry number 3030-11, 28.10.2025) — , 29.10.2025, 10/25/3030-11/0994. Entry into force date — January 30, 2026)

Chapter 4. Relations of Banks with Consumers in Case of Debt Emergence
See previous edition.

In case of overdue debt arising under the credit contract, to prevent the further increase of the debt burden on the consumer, the bank must notify the consumer about the emergence of overdue debt using any communication method agreed upon in the contract, including electronic communication tools or other methods provided for by legislative acts, within 7 (seven) calendar days starting from the date the overdue debt emerged.
(Paragraph 41 was edited on the basis of Resolution No. 30/10 dated January 4, 2023 of the Board of the Central Bank of the Republic of Uzbekistan (registry number 3030-8, 26.01.2023) — , 27.01.2023, 10/23/3030-8/0057 — enters into force from April 28, 2023) See previous edition.
The bank must inform the consumer about the situation, deadlines, amounts, composition, and consequences of non-performance of the obligation to repay overdue debt under the consumer credit contract, taking into account the requirements of legislative acts, and must ask the consumer about the reasons for the emergence of overdue debt.
(Paragraph 42 was edited on the basis of Order No. 16-mh dated July 28, 2021 of the Minister of Justice of the Republic of Uzbekistan (registry number 3313, 28.07.2021) — , 28.07.2021, 10/21/3313/0724) See previous edition.
In case of violation of the deadlines for repayment of the principal amount of the debt and (or) payment of interest under a consumer credit agreement, the bank sends its claim to the consumer for pre-trial dispute resolution in the manner provided for in the relevant credit agreement.
(Paragraph 43 amended by the Resolution of the Board of the Central Bank of the Republic of Uzbekistan dated January 4, 2023 No. 30/10 (registry number 3030-8, dated 26.01.2023) — effective from April 28, 2023) See previous edition.
The claim sent by the bank must contain the following information:

bank name and sufficient information for its identification;

the amount and composition of the consumer's current debt as of the date the claim was formalized;

method(s) of debt repayment;

deadline by which the consumer must fulfill their obligations (must not be less than ten days);

consequences for the consumer if they fail to fulfill their obligations by the deadline indicated in the claim;

methods of pre-trial dispute resolution.
(Paragraph 44 amended by the Resolution of the Board of the Central Bank of the Republic of Uzbekistan dated December 9, 2020 No. 26/7 (registry number 3030-6, dated 14.01.2021) — National Database of Legislative Acts, dated 14.01.2021, No. 10/21/3030-6/0039 — effective from April 15, 2021) See previous edition.

The bank and the consumer are entitled to apply methods of pre-trial dispute resolution established by legislation, including through negotiations, by mutual consent of the parties.
(Paragraph 45 amended by the Order of the Minister of Justice of the Republic of Uzbekistan dated July 28, 2021 No. 16-mh (registry number 3313, dated 28.07.2021) — dated 28.07.2021, No. 10/21/3313/0724) See previous edition.
If the consumer fails to fulfill the claims indicated in the claim for pre-trial dispute resolution within the established deadline, the bank has the right to file a lawsuit in court.
(Paragraph 46 amended by the Resolution of the Board of the Central Bank of the Republic of Uzbekistan dated December 9, 2020 No. 26/7 (registry number 3030-6, dated 14.01.2021) — National Database of Legislative Acts, dated 14.01.2021, No. 10/21/3030-6/0039 — effective from April 15, 2021) See previous edition.

Chapter 5. Requirements for Processing Appeals

Section 1. Requirements for Handling Appeals

The bank must have a procedure for processing appeals in accordance with this Regulation and legislative acts, and this procedure must include at least the following:

organization of handling appeals at the bank;

acceptance and registration of appeals;

deadlines for processing appeals and responding to them;

ignoring appeals and terminating their processing;

organization of receiving consumers and their representatives.

The full text of the procedure for processing appeals by the bank must be posted in an open format accessible to all on the bank's official website, as well as information about the bank's addresses for receiving appeals (postal and electronic addresses, phone numbers, addresses on social media channels, mobile applications, etc.) must be placed in a visible place at the bank (branch) stands where the consumer can read them.

Upon the consumer's request, a bank employee must explain the procedure for processing appeals to the consumer.

See changes effective from September 4, 2026

The bank is not entitled to restrict the consumer's right to appeal, and refusal to accept an appeal is not permitted.

Processing of appeals by the bank is carried out free of charge.

The bank must process consumers' appeals and respond to the appellants regarding the results of the processing.

The bank must create conditions for accepting oral, written, or electronic appeals.

The bank must organize the acceptance of appeals at service offices (or centers), branches, and through its official website. On the main page of the bank's official website or on another page clearly visible in the fixed upper part of the site (on this page), a link must be placed allowing direct access to organize the acceptance of appeals.

The bank must create an opportunity for consumers to leave an appeal in the mobile application and/or indicate contact channels for sending an appeal.

The bank must organize Call Centers that ensure contact with consumers via telephone, through which the bank provides advice and explanations related to the bank's activities and accepts oral appeals.

If an appeal is made by phone or if a conversation with the appellant by phone takes place during the processing of the appeal, the conversation may be recorded using special (audio, video) technical means for the purpose of subsequent processing of the appeal, provided the consumer is notified in advance.
The numbers of Call Center phones must be posted on the main page of the bank's official website, as well as on information stands at the bank and its branches, and in a visible place at bank service centers and cash desks organized outside the bank (branch) building where the consumer can read them.
Appeals coming through the Call Center must be accepted at least during working hours.

The issuer of the bank card must ensure the possibility for the bank card holder to send a notification about the loss of the bank card and (or) unauthorized use of the bank card around the clock, and immediately block the bank card after receiving such notification.

If the issue stated in the consumer's oral appeal does not require additional study or additional verification, a response to such an appeal may be given orally via telephone or using information and communication technologies during a personal reception.

If the issue stated in a text appeal given via chat or bot using information and communication technologies in real-time mode does not require additional study or additional verification, a response to such an appeal is given using information and communication technologies.

If the issue stated in the consumer's appeal in the first and second paragraphs of this paragraph requires additional study, the consumer is offered to submit documents confirming the circumstances stated in the appeal in written or electronic form.

All written and electronic appeals are registered in the bank's electronic information system described in paragraph 5815 of this Regulation on the day they arrive, or on the next working day if they arrive after working hours.

Documents related to the appeal, the results of its processing, and the response letter must be stored at the bank for at least three years from the day the appeal arrived.

The bank must inform the consumer about the number and date of their registered appeal within three working days via written, electronic, or SMS notification.
Appeals are processed by the designated executor based on the instruction of the bank's management (official person to whom authority has been granted in the appropriate manner).
An appeal received regarding the actions or inaction of a bank employee cannot be assigned for processing to that specific employee.
Appeals must be processed and a response given in written or electronic form within fifteen days from the day the appeal arrived at the bank, or up to one month if additional study and (or) verification, or request for additional documents, is required.
The bank processes appeals in accordance with the following basic principles:

legality;

timely and complete processing of appeals;

uniformity of requirements for appeals;

respect for the rights and legitimate interests of consumers;

no bureaucracy and formalism in the processing of appeals.

The following appeals are not processed:

anonymous appeals;

appeals submitted through representatives of physical and legal persons if documents confirming their authority are not available.

When an appeal is ignored, a corresponding conclusion is drawn up, which is approved by the bank's head or authorized official person.

The appellant must be notified if the appeal is ignored due to the absence of documents confirming the authority of the representative of the physical or legal person.

Processing of appeals is terminated in the following cases:

if new arguments or newly discovered circumstances are not presented in repeated appeals, and the materials of previous appeals contain complete materials of inspections, and responses have been given to the appellant in the established manner;

if the appellant has withdrawn their appeal in the established manner or requested termination of its processing;

if it is impossible to process the appeal without the participation of the appellant due to the inability to summon them because they failed to notify in time about a change in their place of residence, place of stay (postal address), email address, or other details;

if it is impossible to process the appeal without the participation of the appellant because the summoned appellant failed to appear.

The decision to terminate the processing of an appeal is made by the bank's head or their authorized official person.

If the processing of a repeated appeal is terminated in accordance with the second paragraph of this paragraph, the appellant is notified in writing about the groundlessness of the repeated appeal and the termination of correspondence on this matter. If a repeated appeal is received from an appellant whose correspondence has been terminated, the processing of such an appeal is terminated without notifying the appellant about this.

If the processing of an appeal is terminated based on an application for withdrawal, the appeal is returned to the appellant within three days together with a letter from the bank or the bank's official person. The application for withdrawal of an appeal does not exclude the application of legislation, as well as measures to identify and eliminate violations of the rights and legitimate interests of consumers.

The appellant must be notified about the termination of the processing of the appeal due to the failure of the summoned physical person or the representative of the legal person to appear.

The bank's official persons must personally receive consumers in accordance with the schedule for receiving physical persons and representatives of legal persons posted on the bank's official website and information stands. Personal receptions are formalized based on a protocol or voices may be recorded or video recorded using special (audio and video) technical means with the consumer's notification.
When appeals are received from physical persons and representatives of legal persons with a request to conduct a personal reception by the bank's official persons, the bank must send a notification to the appellants within seven days from the date of receipt of these appeals, indicating the date and time of the reception by the bank's official persons, as well as information about the phone numbers for contacting them upon arrival at the reception.
Personal receptions may also be conducted remotely (via video conferencing means).
The response letter sent regarding the consumer's appeal must be signed by the bank's management (branch manager) or an authorized official person in this regard.

If an appeal is submitted by several (two or more) persons, and the appeal does not request sending the response to another person, it is sent to the person listed first in the list of appellants.

Responses to appeals must be stated in the language as far as possible in which the appeal was made. Responses must contain clear grounds refuting or confirming the arguments on each issue indicated in the appeal (with references to legislative act norms if necessary).

The response to the appeal must be sent in signed paper or electronic form to the postal address or electronic address indicated in the appeal, or to the address agreed upon in the terms of the contract concluded between the consumer and the bank, regardless of the form in which the appeal was received.

Upon the appellant's request, the bank must explain the content of the response to the appeal without changing its content, as well as correct errors and arithmetic mistakes on its own initiative or upon the appellant's request, without affecting the content of the response to the appeal. In this case, the request to explain and correct the response to the appeal is considered within ten days from the day it arrived.
The bank must comply with the requirements of laws in processing appeals, as well as take measures within its authority to ensure the complete, impartial, and timely processing of appeals and the protection and restoration of consumers' violated rights and legitimate interests.
The bank must provide the appellant with the following rights in processing appeals:

receiving information about the progress of the appeal processing;

personally stating and explaining arguments;

familiarizing with the materials of the appeal inspection and the results of its processing;

requesting to submit additional materials or request such materials from other bodies;

using the help of a lawyer.

It is forbidden to persecute the consumer, their representative, their family members for having appealed to the bank or state bodies, organizations, and their official persons to realize or protect their rights and legitimate interests, as well as for expressing their opinion and criticism in appeals.
The bank must comply with the following in processing appeals:

compliance with legislative requirements regarding appeals;
providing the appellant with the opportunity to familiarize themselves with documents, decisions, and other materials related to their rights and legitimate interests, unless they contain information protected by law as a secret, and do not harm the rights and legitimate interests of third parties;
immediately informing the appellant in writing or electronically about the results of the processing and the decision made after the appeal is processed, except for oral appeals received during mass receptions and resolved on the spot;
explaining in the bank's response letter about the right to appeal the decision made regarding the appeal or the results of the appeal processing to:

the bank's relevant internal appeal body (if available);

alternative dispute resolution bodies for out-of-court disputes (if available);

the Central Bank of the Republic of Uzbekistan or state bodies authorized to protect the rights of financial services consumers;

court;

controlling the execution of the decision made based on the results of the appeal processing;
taking immediate measures to eliminate illegal actions (inaction) and identifying within its authority the causes and conditions leading to violations of consumers' rights and legitimate interests;
eliminating in the established manner the persecution of the consumer, their representative, their family members due to their appeals;
if the consumer has suffered material damage or moral harm as a result of a violation of their rights and legitimate interests, taking measures to compensate for material damage or moral harm in the manner established by legislation.

The bank must process an appeal received through the Central Bank based on legislative acts and the requirements of this Regulation, and submit copies of the response letter (notification) to the appeal and/or all documents related to its processing to the Central Bank on the day the response letter is given to the appellant.

Section 2. Monitoring and Supervision of Appeal Processing

The bank must ensure internal control over the processing of appeals.

The bank must implement an electronic information system that meets the minimum requirements set forth in Appendix 4 of this Regulation, allowing for the registration, acceptance, collection, classification, and systematization of incoming appeals using information and communication technologies, as well as monitoring and control over their complete, timely, and high-quality processing.

The bank's internal control system is aimed at timely identification of shortcomings and errors in the processing and resolution of consumers' complaints.

The internal audit service carrying out internal control over the processing of appeals must carry out at least the following:

evaluating the sufficiency of legal grounds and organizational processes for processing and resolving consumers' complaints at the bank; analyzing and evaluating processes identifying systemic shortcomings causing consumers' complaints and measures being taken to eliminate them; conducting risk-based inspections of bank services and products to assess the effectiveness of the bank's policy on protecting consumers' rights.

The bank must regularly maintain statistical records of incoming appeals. Statistical records must take into account the number of incoming, processed, satisfied, rejected, and ignored appeals, as well as other information in accordance with this Regulation.
The bank summarizes and analyzes appeals based on quarterly (annual) results.

Based on the results of summarizing and analyzing appeals, reports (explanations) are drawn up, which reflect analytical information on general indicators of handling appeals, types, number, and causes of appeals, frequently raised issues in appeals, which regions appeals for specific bank services (products) come from, whether these bank services were developed in accordance with consumers' needs and fair relations were established with consumers, main shortcomings and violations identified by the results of appeal processing, and measures taken to eliminate causes leading to violations of consumers' rights and legitimate interests.

The bank's management must discuss the state of handling appeals at the bank, including reports (explanations) on the results of summarizing and analyzing appeals, negative situations raised in appeals, systemic shortcomings, and specific risks, and approve action plans to eliminate systemic shortcomings leading to violations of consumers' rights during its meetings on reviewing the quarterly (annual) results of the bank's activities.

In this regard, bank management decisions, as well as reports (explanations) on the results of summarizing and analyzing appeals, are submitted to the internal audit service. The internal audit service uses them when drawing up work plans for conducting inspections of the state of handling appeals at the bank and carrying out monitoring activities.

Quarterly reports (explanations) drawn up based on the results of summarizing and analyzing appeals must be published on the bank's official websites by the 20th day of the month following the reporting quarter, and annual reports (explanations) by February 15.

Information about the bank's activity in handling appeals is also reflected in the annual report approved at the Annual General Meeting of the bank's shareholders.

See changes effective from September 4, 2026

Section 3. Organization of the Department for Handling Appeals

The bank's head office must organize a separate department (hereinafter referred to as the Department in the text) for processing appeals (independent of the bank's operational business departments).
Department employees must have the right to obtain information necessary for studying (investigating) complaints within the framework of the bank's appeal processing procedure, take measures on individual cases and systemic problems, and also have a number of authorities to resolve disputes with consumers depending on the nature of the complaint (examples include legal protection means, including financial compensation, refusal, suspension, or cancellation of contracts, and cancellation or waiver of fines or fees charged by the bank). They must have the authority to submit proposals to the bank's management.

The bank must ensure transparency of information about previous complaints of appellants for all employees working with complaints.

The Department is controlled by the Chairman of the Bank's Management.
Preparing reports on appeals and their causes must be the main duty of the Department, and these reports must be submitted to the Bank's Management at least once a quarter.
The Department:

is responsible for ensuring the integrity of dispute resolution processes submitted by the complaint processing department; is responsible for reporting to the bank's management and developing and implementing plans to correct shortcomings in the bank's activities identified during the study (inspection) of complaints; coordinates the processing of appeals received at the bank's service offices/branches in the established manner.

The bank's management is responsible for the effective implementation of appeal processing procedures at the bank, and the management must ensure compliance with mandatory rules and instructions at the bank.
The bank must have sufficient employees to process complaints and train them regularly (annually) in the appropriate manner. In this regard, the training program must be aimed at ensuring that employees know and understand legislation on protecting consumers' rights, the bank's internal documents, bank products and services, procedures to be followed in processing complaints, data protection issues, as well as improving their skills in mediation, conducting negotiations, personal honesty, and other skills in dealing with clients.

Training events must be controlled through training plans and attendance sheets, as well as by evaluating the effectiveness of training and making appropriate corrections and improvements as necessary. A system for evaluating the results of training programs must be implemented.

A person appointed to positions assigned the responsibility of processing complaints must:

have higher economic or legal education and at least two years of work experience in a department of a commercial bank related to the implementation of banking operations;

know legislative acts in the banking and financial sectors.
(Chapter 5 amended by the Resolution of the Board of the Central Bank of the Republic of Uzbekistan dated September 9, 2024 No. 28/1 (registry number 3030-9, dated 11.10.2024) — dated 16.10.2024, No. 10/24/3030-9/0821. Effective date — January 17, 2025) See previous edition.

Final Rules
(The name of Chapter 6 is in the edition of Resolution No. 26/7 of the Board of the Central Bank of the Republic of Uzbekistan dated December 9, 2020 (registration number 3030-6, 14.01.2021) — National Database of Legislation, 14.01.2021, 10/21/3030-6/0039 — enters into force from April 15, 2021) See previous edition.

Persons guilty of violating the requirements of this Regulation shall be held liable in the manner established by legislative acts.
(P. 59 is in the edition of Order No. 16-mh of the Minister of Justice of the Republic of Uzbekistan dated July 28, 2021 (registration number 3313, 28.07.2021) — , 28.07.2021, 10/21/3313/0724)

See: Articles 312 – 315 of the Labor Code of the Republic of Uzbekistan.
See previous edition.

The bank is liable for damages caused to the depositor as a result of improper actions of its employee in the performance of his official duties.
(P. 60 was introduced on the basis of Resolution No. 26/7 of the Board of the Central Bank of the Republic of Uzbekistan dated December 9, 2020 (registration number 3030-6, 14.01.2021) — National Database of Legislation, 14.01.2021, 10/21/3030-6/0039 — enters into force from April 15, 2021) See previous edition.

Regulations on Minimum Requirements for Commercial Banks in Relations with Consumers of Banking Services
ANNEX 1
See previous edition.

Procedure for Calculating the Total Cost of Credit

PROCEDURE
(The name of Annex 1 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025)

See previous edition.

This Procedure establishes the procedure for calculating the total cost of credits granted to individuals — consumers (hereinafter in the text referred to as "borrowers").
(Preamble is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025)

The following main concepts are used in this Procedure:
See previous edition.

total cost of credit (hereinafter in the text referred to as "TCC") — the fair, annual effective interest rate of payments related to obtaining a credit; (The second bullet point of P. 1 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025) See previous edition.

credit agreement — an agreement between the bank and the borrower regarding the provision of monetary funds by the bank to the borrower on the basis of repayability, term, and returnability.
(The third bullet point of P. 1 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025)

The following payments of the borrower are taken into account when calculating the TCC:

a) payments on the principal debt and interest; See previous edition.

b) payments made for the benefit of the bank, if such payments are included in the borrower's obligations according to the terms of the credit agreement and/or the granting of the credit is contingent upon the making of such payments; (The third bullet point of P. 2 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025)

See previous edition.

c) payments made for the benefit of third parties, if such payments are included in the consumer's obligations according to the terms of the credit agreement, as well as the following payments:
(The first bullet point of sub-paragraph "c" of P. 2 is in the edition of Resolution No. 25/1 of the Board of the Central Bank of the Republic of Uzbekistan dated October 9, 2025 (registration number 3030-11, 28.10.2025) — , 29.10.2025, 10/25/3030-11/0994. Entry into force date — January 30, 2026)

payments made for the benefit of an insurance organization, if the bank is the beneficiary in the event of an insured event under the insurance contract;

payments made by the borrower for the benefit of an insurance organization for insuring the subject of pledge accepted as security for the borrower's obligations and remaining in the possession of the pledgor under the pledge agreement;

payments made by the borrower to the guarantor (surety) for obtaining a guarantee (suretyship), as well as payments made to the valuation organization for valuing the property being handed over as collateral; See previous edition.

payments made for the benefit of organizations (intermediaries) providing services to the bank on attracting customers, checking documents submitted by them for obtaining a credit, submitting these documents to the bank, and accepting payments and money transfers from bank customers for credit repayment. (The eighth bullet point of P. 2 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025) See previous edition.

The bank shall calculate the TCC indicator taking into account all payments provided for in this paragraph until the expiration of the credit agreement term.
(The ninth bullet point of P. 2 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025)

The following are not included in the TCC calculation:

a) payments made by the borrower for the benefit of third parties, except for the payments specified in paragraph 2 of this Procedure; See previous edition.

b) payments that the borrower is required to make, arising not from the terms of the credit agreement, but from legislative requirements; (The third bullet point of P. 3 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025) See previous edition.

c) payments related to the borrower's failure to perform or failure to perform to the required extent the terms of the credit agreement, including penalties and/or other payments provided for in the contract; (The fourth bullet point of P. 3 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025)

See previous edition.

d) payments on credits granted using bank plastic cards, in particular:
(The fifth bullet point of P. 3 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025)

commissions related to the issuance of a bank card;

commissions related to the maintenance of a bank card;

commissions charged when credit payments are made through the mobile application of the bank and/or payment organization, ATMs, and info kiosks; See previous edition.

commissions paid for obtaining credit amounts in cash using ATMs.
(The ninth bullet point of P. 3 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025)

Banks must calculate the TCC in the following cases:
See previous edition.

a) when concluding a credit agreement with borrowers; (The second bullet point of P. 4 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025) See previous edition.

b) when providing information to borrowers expressing interest in obtaining a credit about the terms of obtaining a credit. If it is not possible to determine the amount of certain payments provided for in paragraph 2 of this Procedure at the time of providing information, the bank must apply the tariffs of such payments known to it and disclose the sources of such payments to borrowers expressing interest in obtaining a credit (for example, the name of the insurance company whose tariffs were used in calculating the TCC, etc.). (The third bullet point of P. 4 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025) See previous edition.

When calculating the TCC, payments already made by the borrower on the credit are taken into account at the time they were actually paid, and future payments are taken into account based on the payment schedule according to the credit disbursement terms known at the date of concluding the credit agreement.

If the insurance of the subject of pledge is to be carried out after the date of concluding the credit agreement, the bank must determine the amount of the payment to be made to the insurance company from the borrower and calculate the TCC based on this amount. (P. 5 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025)

The following conditions are taken into account when calculating the total cost of credit:
See previous edition.

a) if the credit agreement provides for the consumer to receive credit funds in installments or to choose the time of obtaining the credit, the credit amount is considered to have been fully transferred to the consumer at the time of concluding the credit agreement; (The second bullet point of P. 6 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025) See previous edition.

b) when providing information to borrowers expressing interest in obtaining a credit about the terms of obtaining a credit, when calculating insurance costs in the composition of the total cost of credit, the highest of the current rates and premium amounts of insurance organizations in effect at the time is taken. Consumers must also be informed that future changes in the rates and premium amounts of insurance organizations may affect the total cost of credit. (The third bullet point of P. 6 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025) See previous edition.

If the interest rate on the credit is linked to benchmark indicators (the Central Bank's key rate, inflation rate, etc.), the bank shall use the amount of the benchmark indicators on that day when calculating the TCC.
(P. 7 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025)
Banks calculate the TCC using software tools.

The TCC is calculated based on the following formula:

See previous edition.

S — the amount of the credit granted by the creditor to the debtor; (The fourth bullet point of P. 8 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025) See previous edition.

P
1
— the amount of the next payment directed by the customer to repay the credit; (Pi represents the cash flows in the credit repayment schedule) (The fifth bullet point of P. 8 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025) See previous edition.

APR — the total cost of credit (TCC);
(The sixth bullet point of P. 8 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025) See previous edition.

m — the number of payments directed by the customer to repay the credit; (The seventh bullet point of P. 8 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025) See previous edition.

(For example, if the consumer repays the credit once a month for 3 years, m equals 36) (The eighth bullet point of P. 8 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025) See previous edition.

i — the sequence number of the next payment directed by the customer to repay the credit; (The ninth bullet point of P. 8 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025)

(For example, if the consumer repays monthly according to the repayment schedule and the current payment falls in the 5th month, i equals 5) See previous edition.

t i
— the period (in days) from the day the credit was granted to the next payment directed by the customer for repayment.
(The eleventh bullet point of P. 8 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025) See previous edition.

(If the consumer is to make a payment for the 5th month of a credit repaid monthly, t 5 equals 150 days) (The twelfth bullet point of P. 8 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025)

The TCC is calculated rounded to one decimal place. If the second digit after the decimal point is equal to or greater than "5", the first digit after the decimal point is increased by one unit. For example, if the TCC indicator is 18.66, after rounding it becomes 18.7.
See previous edition.
Banks provide written information to the consumer — an individual, upon their request, about the amount of the TCC at the time of concluding the credit agreement, along with its absolute value, i.e., the main value of the credit, interest, and other payments, including payments made for the benefit of third parties under current tariffs, if such payments arise from the contract terms as an obligation of the consumer — an individual, indicating them separately.
(P. 10 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025) See previous edition.
When banks publish information about credits through mass media, they must provide information that upon request to the bank, customers will be provided with the calculation of the TCC related to obtaining a credit.
(P. 11 is in the edition of Resolution No. 12/7 of the Board of the Central Bank of the Republic of Uzbekistan dated June 13, 2025 (registration number 3030-10, 14.07.2025) — , 14.07.2025, 10/25/3030-10/0608. Entry into force date — October 15, 2025) See previous edition.

Regulations on Minimum Requirements for Commercial Banks in Relations with Consumers of Banking Services
ANNEX 1a

CHECKLIST
To be filled out before credit formalization

Before formalizing the credit agreement (confirming the offer), read this list carefully and confirm that you understand each item. This may help you avoid unexpected financial difficulties in the future.

Credit is an expense.
Credit is a financial obligation that I must repay. In addition to the principal amount of the credit, I will have to pay the interest calculated on the credit, as well as possibly other expenses related to the credit (insurance, costs of making credit payments, etc.). ☑ 2. I have carefully studied the credit repayment schedule. I have familiarized myself with all dates and payment amounts in the credit repayment schedule, as well as the methods for making these payments. I understand when and how much I need to pay each month according to this schedule and that I can fulfill them on time. ☑ 3. My income allows me to make credit payments. In taking this credit, I have taken into account my monthly income and permanent expenses (other loans, rent, utilities, transport, and other expenses), as well as the possibility of force majeure situations (loss of job, delay in salary and other income, deterioration of health) that could prevent me from fulfilling my obligations on the credit. ☑ 4. I am aware of the consequences of delaying credit payments. I understand that if I do not make credit payments on time, the bank will impose relevant fines and penalties on this debt, and I may also have to pay court costs if the credit debt is recovered through the court. In addition, I know that information about the failure to fulfill obligations on time will be reflected in my credit history, which may reduce my opportunity to obtain credit from financial institutions in the future and/or lead to obtaining credit on unfavorable terms. ☑ Signature (in paper form):
I confirm ____________________.

(signature)
In electronic form (online):
The "Confirm" button is pressed.
Date:
___ ____ ______.

(day /month /year)
(Annex 1a was introduced on the basis of Resolution No. 25/1 of the Board of the Central Bank of the Republic of Uzbekistan dated October 9, 2025 (registration number 3030-11, 28.10.2025) — , 29.10.2025, 10/25/3030-11/0994. Entry into force date — January 30, 2026) See previous edition.

Regulations on Minimum Requirements for Commercial Banks in Relations with Consumers of Banking Services
ANNEX 2

INFORMATION SHEET
On the Main Terms of Credit

This sheet does not replace a credit contract or an application for obtaining credit; rather, it helps compare the lending conditions of various banks and make the necessary choice.
(Added based on Resolution No. 20/7 of the Board of the Central Bank of the Republic of Uzbekistan dated August 24, 2021 (Registration No. 3030-7, 23.09.2021) — , 23.09.2021, 10/21/3030-7/0907 — effective from December 24, 2021) See previous edition.

Regulations on Minimum Requirements for Commercial Banks' Activities in Relations with Bank Service Consumers
APPENDIX 3

Information Sheet on the Main Terms of Time Deposits

Name of the Commercial Bank, official website, phone numbers

Section 1. Main Terms of the Deposit

Deposit Name
Currency of the Deposit
Annual interest rate on the deposit (if the annual interest rate is differentiated or depends on the method of deposit formalization, each is indicated separately)
Availability of capitalization of interest accrued on the deposit (recalculation of interest by adding accrued interest to the principal)
Term of the Deposit
Minimum amount of funds to be deposited in the deposit (if applicable)
Frequency of interest payments on the deposit
Method of deposit formalization
(online or by visiting the bank)
Possibility of additional fund contributions
Auto-renewal (unilateral extension of the deposit term by the bank upon expiration of the deposit term)
Other Terms

Section 2. Other Important Terms

Availability of the possibility to partially withdraw funds deposited in the deposit before the expiration of the deposit term
Procedure for early termination of the deposit contract

Review carefully before agreeing to open a deposit!

You have the right to obtain full and detailed information from the bank regarding the terms of the deposit, interest income and settlement procedures on the deposit, as well as your rights and obligations, and other issues that are unclear to you.

If you have complaints, you can send your appeal (phone number indicated) to a digital phone or to the address (bank's postal address indicated) or to the electronic address (bank's email address indicated).

THE ACCURACY AND TRUTHFULNESS OF THE INFORMATION SHEET IS CONFIRMED.

(Full Name and Position of the Bank Specialist)

(Date filled)

Regulation on Minimum Requirements for Commercial Banks' Activities in Relations with Bank Service Consumers

Lineage: Amended

Timeline