Bank customers’ complaints have jumped 143%, yet the Central Bank of Nigeria (CBN) still managed to close 9,771 of the 10,704 cases it received in the first half of 2025.
The CBN’s latest Financial Stability Report shows complaints leapt from 4,398 in H1 2024 to 10,704 in H1 2025. The bank credits the surge to sharper public awareness of consumer rights, tighter rules on reporting gripes, and growing trust that the CBN will push banks to make things right.
Breakdown
– 53.45% of the complaints were aimed at commercial, merchant and non-bank (CMNB) institutions; 46.55% targeted Other Financial Institutions (OFIs).
– Electronic/card headaches dominated at 51.5%, fraud cases made up 39.27%, and the rest involved account management, excess charges and similar issues.
Outcome
The CBN resolved 9,771 complaints, a modest 4.57% rise from the 9,344 closed in the previous six-month period. Total claims hit ₦21.42 billion plus $5.09 million, compared with ₦4.53 billion and $1.05 million in H2 2024. Complainants actually got back ₦7.17 billion and $3,432.20.
