How customers can lodge complaints against banks - CBN

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The Central Bank of Nigeria has published a guide for bank clients and others on how and where to file complaints against financial firms that it regulates.

Commercial banks, microfinance banks, primary mortgage institutions, and discount houses are among the financial institutions.

Central Bank of Nigeria - CBN
Central Bank of Nigeria - CBN

The CBN pointed out that it had previously issued a circular instructing all banks to expand their existing ATM help desks to handle all forms of customer complaints.

According to the apex bank, the customer has the right to escalate the 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.

The CBN said in a statement, “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.”

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