2011-08-25 | FPR/DIR/CIR/GEN/01/020

CIRCULAR DIRECTING DEPOSIT MONEY BANKS TO EXPAND THE EXISTING ATM HELP DESK TO HANDLE ALL CONSUMER COMPLAINTS AND FOR DISCOUNT HOUSES AND ALL OTHER FINANCIAL INSTITUTIONS TO ESTABLISH A CONSUMER COMPLAINT HELP DESK

The Central Bank of Nigeria (CBN) has directed all banks, discount houses, and other financial institutions to establish customer help desks for handling complaints. These help desks should be managed by experienced officers and should resolve all complaints within two weeks of receiving them. Financial institutions must also submit monthly returns on all complaints received to the CBN. Additionally, they are required to report any unresolved disputes in their annual reports and financial statements. The CBN will impose sanctions for non-compliance with these directives."

Nigeria

Central Bank of Nigeria

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