Regulatory Alerts2023-05-23
Bank of Ghana 2022 Annual Report on Complaints Management Function
The Bank of Ghana’s Market Conduct Office processed 983 consumer complaints in 2022, resolving 64 percent and facilitating GHS 2.9 million in monetary recoveries to address systemic issues across banking, investment, and digital services. Email emerged as the dominant reporting channel at 52 percent, while investments and loans accounted for over two-thirds of all grievances related to disputed charges, processing delays, and unauthorized deductions. To strengthen consumer protection, the regulator plans to revise its 2017 Recourse Mechanism Guideline and operationalize a dedicated Contact Center with an integrated Chatbot solution in 2023.
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