How To Report Your Bank To Central Bank Of Nigeria CBN
If your bank has treated you or offered you services that you find below par, your right to complain to the Central Bank of Nigeria (CBN) which is the regulatory body of Financial Institutions in Nigeria such as Commercial Banks, Microfinance Banks, Primary Mortgage Institutions and Discount Houses.
The Central Bank of Nigeria (CBN) has released guidelines for the filing of such complaints.
Contact Your Institution First
According to The Central Bank of Nigeria (CBN) circular issued in 2011, banks are to expand their existing ATM HELP DESK to handle all types of consumer complaints.
You MUST first report the complaint at the bank/branch where the issue originated and then allow 2 weeks (it might be less in some banks) for the issue to be resolved.
If Your Bank Fails To Resolve Your Complain
If after lodging your complaint your Bank still fails to engage you and resolve the complaint within 2 Weeks as provided for in the ATM HELP DESK Circular, you can then forward your complaint to the Consumer Protection Department (CPD) of the CBN.
Complaints to Consumer Protection Department
You should only forward your Complaints to CPD upon the failure of your Bank/Financial Institution to resolve your complaint within the 2 weeks timeline given by the CBN.
Contacting Consumer Protection Department
You can contact the CPD through the following channels:
E-mail: [email protected]
Letter: Director, Consumer Protection Department
Central Business District, 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 Central Bank of Nigeria branches of nationwide.
Does the CPD Deal with all Types of Complaints?
The CBN deals with all financial related complaints so far as it is against Financial Institutions within its regulatory purview. How to Write an Effective Complaints Letter
Your complaint should be clear and concise to avoid ambiguity. The Complaint letter (petition) should contain amongst other things the following:
• Name, Address, Contact Phone Number & E-mail of the Complainant;
• Name of your Financial Institution;
• Personal banking details (Do NOT include PIN & Passwords, please;)
• History/Date of the transaction in dispute;
• Amount claimed (if any);
• Attach relevant documents to support you claim and;
• Evidence to show that you have first lodged the complaint at your bank.
You can make your further inquiries and obtain additional information on the Complaints Handling Process of the Central Bank of Nigeria from the Complaints Unit of your Bank/Financial Institution or from CBN offices nationwide.
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