CBN releases guide on how customers can report their banks when displeased

The Central Bank of Nigeria, (CBN) has released a guide on how and where bank customers and others can lodge complaints against financial institutions regulated by it, when they are displeased with their operations.


Financial institutions such as commercial banks, microfinance banks, primary mortgage institutions, and discount houses, are among.



The Central Bank of Nigeria, hinted that it had earlier issued a circular directing all banks to expand their existing ATM help desks to handle all types of customers complaints.

It noted; “Therefore, if you have a complaint against your bank, you must first report the complaint at the bank/branch where the issue originated and then allow two weeks (it might be less or more in some cases) for the issues to be resolved.”

CBN, said that a customer has the right to take his/her complaint to the Director, Consumer Protection Department of the CBN after lodging a complaint, when the bank fails to acknowledge within three days or issue a tracking number, or fails to resolve the complaint within the timelines as stipulated by the Consumer Protection Regulation.


”You can only direct your complaints to CPD upon the failure of your bank/financial institution to resolve your complaint within the timeline stipulated by the Consumer Protection Regulation.

“You can contact the CPD through the following channels: Consumer Protection Department, Garki, Abuja. Your letter of complaint should be addressed to the Director, Consumer Protection Department. You can submit your letter at the CBN Head Office or at any of the CBN branches nationwide, it stated.”


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