Central Bank of Nigeria (CBN) has released a guide on how customers can report their banks when displeased.
Gatekeepers News reports that the Central Bank of Nigeria has released a guide on how and where bank customers and others can lodge complaints against financial institutions regulated by it.
The financial institutions include commercial banks, primary mortgage institutions, microfinance banks, and discount houses.
The apex bank noted that it had earlier issued a circular directing all banks to expand their existing ATM help desks to handle all types of consumer complaints.
“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,” it added.
According to the CBN, the customer has the right to escalate the complaint to the apex bank’s Director, Consumer Protection Department after a bank has failed to acknowledge the customer’s complaint within three days or the timelines stipulated by the Consumer Protection Regulation.
The apex bank 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.”
