The Central Bank of Nigeria (CBN) has resolved 9,771 out of the 10,704 complaints lodged by bank customers in the first half of 2025 (H1’25).
The apex bank disclosed this in its latest Financial Stability Report, noting that the number of complaints received during the period rose sharply by 143.3 per cent year-on-year, compared to 4,398 complaints recorded in H1 2024.
According to the report, the surge in complaints was driven by increased public awareness of consumer rights, stronger regulatory emphasis on complaint reporting, and growing confidence in the CBN’s complaint resolution and redress framework.
A breakdown of the complaints showed that 53.45 per cent were filed against Commercial, Merchant and Non-Interest Banks (CMNBs), while 46.55 per cent involved Other Financial Institutions (OFIs). Electronic and card-related issues accounted for 51.5 per cent of the complaints, followed by fraud-related cases at 39.27 per cent, with account management, excess charges and other issues making up the remainder.
The CBN said the number of resolved complaints represented a 4.57 per cent increase from the 9,344 cases closed in the preceding half-year.
The report further revealed that total claims amounted to N21.42 billion and $5.09 million during the period, compared to N4.53 billion and $1.05 million in the second half of 2024. Out of these claims, the CBN said N7.17 billion and $3,432.20 were refunded to affected customers.
