From Request to Practical Solution: How SQB Engages with the Public

At an on-site reception held in the Tashkent region with the participation of officials of Uzbek Industrial and Construction Bank, a citizen, B.M., asked for financial support to implement a business idea. The request was resolved positively during the meeting. Today, B.M. runs a business and serves local residents.

This is one example of the practical impact of direct dialogue with the public. Most importantly, the citizen received not just an explanation, but a concrete solution.

In fact, behind every request there is a specific need or a problem that needs to be solved. Some people need financial support to start a business, while others are concerned about loan repayments or the use of banking services. That is why it is important to review requests in a timely manner, identify the causes of problems and take practical measures.

Effective dialogue as a priority

The Presidential Decree of 1 April 2026 “On Additional Measures for the Effective Organisation of the System of Dialogue with the Population” also pays special attention to this issue.

In line with the tasks set out in the Decree, Uzbek Industrial and Construction Bank is stepping up efforts to improve the handling of requests from individuals and entrepreneurs, examine the causes of recurring problems and eliminate them.

On-site receptions and open dialogues play an important role in this. Such meetings make it possible to hear directly about the issues that concern citizens, provide explanations on the spot and find solutions wherever possible.

More than 2,500 requests in nine months

In January–September 2026, Uzbek Industrial and Construction Bank received more than 2,500 requests from individuals and legal entities.

By region, the largest number of requests came from Tashkent city (684). The Tashkent region accounted for 222 requests and the Surkhandarya region for 165.

An analysis of the requests shows that issues related to loan disbursement and loan repayments account for the largest share.

Each request is reviewed by the Bank in accordance with the established procedure, and appropriate measures are taken. It is important not only to respond to an individual request, but also to identify the factors behind recurring problems. A problem faced by one citizen may also affect other customers, and eliminating its root cause improves the effectiveness of request handling.

Public criticism is also taken into account

Today, citizens share their opinions and concerns not only by contacting the Bank directly, but also through social media. Such posts are an important source of information for identifying issues in banking services and responding to them in a timely manner.

Uzbek Industrial and Construction Bank regularly monitors critical posts published in the media and on social networks. Identified cases are reviewed with the participation of the relevant departments, and official explanations are provided to the public.

For example, at the end of September, social media users raised concerns about UZS 35,000 being debited from bank cards for the “SQB Plus” service package.

The issue was reviewed by the Bank’s specialists, and an official statement explaining the nature of this fee and the terms of use of the service package was published shortly afterwards.

Such cases also show how important it is to communicate the terms of banking products and services to customers in a simple, clear and understandable way.

The key criterion is a practical solution

When handling requests, it is important not only to review them within the established time frame, but also to ensure that the measures taken are effective.

To this end, the Bank continuously monitors the quality of request handling and compliance with deadlines.

Attention is being paid to preventing repeated requests, continuing on-site receptions and expanding the possibilities for submitting requests through digital channels.

The fact that the citizen who asked for support to start a business at an on-site reception in the Tashkent region is now running a business demonstrates the practical value of such dialogue.

After all, the value of a response to a request is measured not only by an official letter, but also by the change it brings to a person’s life.

Open dialogue with individuals and entrepreneurs, objective review of their problems and assistance in finding lawful solutions remain among the priorities of Uzbek Industrial and Construction Bank.

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