About performance in protection of rights of consumers of financial services as of 1 September 2025
In August 2025, activities of the Agency for Regulation and Development of the Financial Market (hereinafter referred to as the Agency) in protection of consumer rights mainly focused on study of borrower complaints related to fraudulent activities, provision of assistance in restructuring the consumer loan debt and taking measures to reduce debt burdens.
In August 2025, the Agency studied 11,167 complaints from individuals and legal entities related to activities of financial institutions and collection agencies, a 19.7% decrease compared to July 2025.
The banking sector accounted for the largest share of complaints, 50.1% of the total. Inquiries concerning activities of microfinance organizations accounted for 35.5% of the total number, collection agencies – 8.4%, insurance market entities – 1.9%, other organizations – 0.8%, and those without specifying the name of a financial institution – 3.3%.
In August 2025, the Agency applied 7 advisory supervisory measures and 1 written order in response to identified violations of the laws in the actions of financial institutions and collection agencies, including on the following issues:
- accrual of interest on fraudulently issued loans;
- accrual of penalties in excess of 90 days of delinquency;
- late response to applicants' inquiries.
Including these inquiries relate to the following:
- second-tier banks – 5 advisory supervisory measures;
- collection agencies – 1 written order;
- insurance organizations – 2 advisory supervisory measures.
The Agency implements three directions of the Housing Mortgage Loan Refinancing Program (hereinafter referred to as the Program) designed to preserve the only accommodation and reduce debt burden.
Within the first part of the Program designed to preserve the only accommodation of borrowers who raised mortgage loans between 2004 and 2009, as of 1 September 2025, banks refinanced 33.0 thousand loans for a total of 209.5 billion KZT.
Within the second part of the Program, designed to convert/ refinance foreign currency mortgage loans issued before 1 January 2016, banks converted/refinanced 15.9 thousand foreign currency mortgage loans for a total of 114 billion KZT. Conversion/refinancing of foreign currency loans will continue until 31 December 2025.
Within the third part of the Program, banks provide extra financial support to mortgage borrowers from vulnerable social groups, loans of which were previously refinanced under the Program. Support measures are provided in the form of reducing the borrower's debt, establishing preferential repayment schedules, as well as returning the only accommodation on the bank's balance sheet to the borrower's ownership. As of 1 September 2025, extra support measures were provided to 10.6 thousand borrowers for a total of 98.6 billion KZT. The deadline for provision of assistance to mortgage borrowers has been extended until 31 December 2025.
External Communications Directorate