The Central Bank of Nigeria resolved 9,771 out of 10,704 complaints received from bank customers in the first half of 2025.

The disclosure was made in the CBN’s latest Financial Stability Report, which showed that complaints received in H1’25 rose by 143.3 per cent year-on-year from 4,398 recorded in the corresponding period of 2024.

“The total number of complaints received by the bank rose by 143.38 per cent to 10,704 from 4,398 in the second half of 2024.”

The CBN attributed the sharp increase to greater public awareness of consumer rights, stronger regulatory emphasis on complaint reporting, and growing customer confidence in the bank’s complaint resolution and redress framework.

“A breakdown of the complaints revealed that 53.45 and 46.55 per cent were lodged against CMNBs and Other Financial Institutions, OFIs, respectively. In terms of categorisation, Electronic/Cards-related complaints accounted for 51.50 per cent; Fraud, 39.27 per cent and Account Management, Excess charges and others accounted for the balance.”

“A total of 9,771 complaints were resolved/closed, indicating an increase of 4.57 per cent from 9,344 complaints resolved/closed in the preceding half-year.”

“Total claims amounted to N21.42 billion and $5.09 million as against N4.53 billion and $1.05 million, in the second half of 2024, while the sums of N7.17 billion and $3,432.20 were refunded to complaints.”