January 31, (THEWILL) – The Central Bank of Nigeria (CBN) has released a guide on how and where you can lodge a complaint against financial institutions it regulates.
THEWILL reports that the financial institutions include Deposit Money Banks (DMBs), Microfinance Banks (MFBs), Primary Mortgage Institutions (PMBs) and Merchant banks.
The CBN had in 2011, issued a circular instructing all banks to expand their existing ATM HELP DESK to handle all forms of consumer complaints.
However, in a circular recently released on its website, the apex bank said, “if you have any complaint against your bank, you must first report the complaint at the bank/branch where the issue originated and then allow two weeks (it might be less or more in some cases) for the issues to be resolved.
“The customer has the right to escalate the complaint to the Director, Consumer Protection Department of the CBN after lodging a complaint, when the bank fails to acknowledge within three days or issue a tracking number, or fails to resolve the complaint within the timelines as stipulated by the Consumer Protection Regulation.
“You can only direct your complaints to CPD upon the failure of your bank/financial institution to resolve your complaint within the timeline stipulated by the Consumer Protection Regulation.
“You can contact the CPD through the following channels: Consumer Protection Department, 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.”
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