CBA complaint index for February 2026: Bank BTB leaves banking sector as 'anti-leader'
The Central Bank of Azerbaijan has published its monthly index of banking customer complaints for February 2026.
Due to the long Novruz holidays, we are publishing our review with some delay.
The February report turned out to be noteworthy for several reasons.
Farewell to Bank BTB
Bank BTB once again topped the anti-rating with an index of 3.36 — and this is its last appearance as a bank. As a reminder, on March 6, 2026, the Central Bank approved the reorganization of BTB and its transformation into a non-banking credit organization. Deposits and the loan portfolio have been transferred to the International Bank of Azerbaijan (ABB).
We predicted this outcome seven weeks before the regulator's decision, and after the reorganization, we explained why our forecast proved accurate.
Symbolically, BTB leaves the banking sector without ever managing to climb out of the top spots in the anti-rating: in our summary table over 14 months, the bank held the first position 7 times out of 14.
What changed in a month
Besides BTB, several notable movements stand out in the February report.
Expressbank made a sharp leap — from 10th place with an index of 0.98 in January to 2nd place with an index of 3.01. The reasons for such a rise are not immediately obvious and deserve attention.
Azər-Türk Bank also showed a significant deterioration — from 0.81 in January to 2.78 in February, moving from 15th position to 4th.
AFB Bank, which led the anti-rating in January with an index of 3.83, slightly reduced its score to 2.95 but remains in the red zone.
Bank Avrasiya, which set a record value of 6.89 in January, is completely absent from the February ranking — meaning that no complaints were filed against the bank with the Central Bank during the month.
PAŞA Bank traditionally occupies the last line with an index of 0.46 — the best result among all banks.
What’s next
With the departure of Bank BTB, the CBA's future reports will include one fewer bank. A detailed analysis of the complaint index over 14 months — with a breakdown of each bank, a summary table, and conclusions — is available in our comprehensive analytical material.
First News Intelligence Unit (FNIU) — the analytical division of the 1news.az editorial team, specializing in research on the financial sector and economy of Azerbaijan.
