Regulatory Alerts2022-01-24 | CPD/GEN/GUIDE/03How to Lodge a Complaint
If you have a complaint about a financial institution regulated by the Central Bank of Nigeria (CBN), you should first report it to the bank and allow up to two weeks for a resolution. If the issue remains unresolved, you can escalate your complaint to the CBN's Consumer Protection Department (CPD) through email or letter. The CPD handles all financial-related complaints against financial institutions within its regulatory scope.
T his is a guide on how and where you can lodge a complaint against Financial Institutionsregulated by the Central Bank of Nigeria such as Commercial Banks, Microfinance Banks, Primary MortgageInstitutionsandDiscountHouses.
Contact Your Institution First
T he Central Bank of Nigeria (CBN) issued acircular in 2011 directing all banks to expand their existing ATM HELP DESK to handle all types of consumer complaints.
Therefore, if you have acomplaint a g a i n s t y o ur b a n k , y o u MUSTfirst report the complaint at the bank/branch where the issue originated and then allow 2 weeks (it might be less or morein somecases) for the issuesto beresolved.
If Your Bank Fails To Resolve Your Complaint
right to escalate Y ou have the your complaint to the Director, Consumer Protection D e p ar tm e n t( C P D) of the CBN after lodging your complaint, when your bank fails to acknowledge within three (3) days or issue a tracking number, or fails to resolve the complaint within the timelines as stipulated by the Consumer Protection Regulation (CPR).
Contacting Consumer Protection Department (CPD) Y ou can contact the CPD through the following channels: E-mails: cpd@cbn.gov.ng Letter: The Director Consumer Protection Department Central Bank of Nigeria Central Business District, 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.
Complaints to Consumer Protection Department Y ou can only direct your Complaints to CPD upon the failure of your Bank/ Financial Institution t o r e s o l v e y o ur complaint within the timeline stipulated by the Consumer Protection Regulation (CPR).
Does The Cpd Deal With All Types Of Complaints?
T he CBN deals w i t h a l l financial related complaints in so far as it is against a Financial Institution within its regulatory purview.