CBN issues guidelines on how consumers can report banks

The Central Bank of Nigeria(CBN) has issued a guide on how aggrieved customers can complain about financial institutions such as commercial banks.

This is according to a circular recently released on their website.

The CBN guide tells the public how and where you can lodge a complaint against
Financial Institutions regulated by the Central Bank of Nigeria such as Commercial Banks, Microfinance Banks, Primary Mortgage Institutions and Discount Houses.

What are the steps to take?

Simple enough, the apex made it a two-step process to ensure ease to consumers nationwide.

First step: Contact Your Institution First

In 2011, the Nigerian Central Bank (CBN) issued a circular instructing all banks to expand their existing ATM HELP DESK to handle all forms of consumer complaints.

As a result, if you have a complaint against your bank, you must first file a complaint with the bank/branch where the problem first occurred, and then wait weeks (or more in some situations) for the problem to be handled.

Second step: If Your Bank Fails to Resolve Your Complaint

You have the option of having your complaint escalated to the Director, when your bank fails to acknowledge your complaint within three (3) days or issue a tracking number, or fails to resolve the complaint within the timelines stipulated by the Consumer Protection Regulation, you should contact the Consumer Protection Department (CPD) of the CBN (CPR).

How to Lodge Complaints to CBN’s Consumer Protection Department.

Your complaints can only be directed to CPD if your bank/financial institution fails to address your issue within the Consumer Protection Regulation’s timeframe (CPR).

Nevertheless, the CBN handles any financial-related complaints that fall under its regulatory authority and involve a financial institution.

Contacting Consumer Protection
Department (CPD)

You can contact the CPD through the
E-mails: cpd@ebn.gov.ng

Letter of Complaint:

The Director

Consumer Protection Department

Central Bank of Nigeria

Central Business District.

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 any of the CBN Branches Nationwide.