CBN Release Guide On How To Report Your Bank When Displeased

The Central Bank of Nigeria (CBN) has announced a guide for bank customers on how to file a complaint against their bank and other financial institutions when displeased.

The financial institutions included in the list are commercial banks, microfinance banks, primary mortgage institutions, and discount houses.

According to CBN, it had earlier released a circular directing all banks to expand their existing ATM help desks to handle all types of consumer complaints.

CBN wrote, “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.”

The apex bank noted that customers of financial institutions have the right to direct complaint to the Director, Consumer Protection Department of the CBN 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, “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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