Quick answer
CBN says customers should first report complaints to the bank or branch where the issue originated. If the bank fails to resolve it within the allowed period, you can escalate to CBN Consumer Protection.
What your complaint should include
- Your name, address, phone number, and email.
- Name of your financial institution.
- Transaction history, date, amount, and reference.
- Relevant documents and screenshots.
- Evidence that you first lodged the complaint with your bank.
- Do not include PINs or passwords.
What kinds of issues fit?
Failed transfers, unresolved POS debits, unauthorized charges, disputed transactions, account restrictions, and other bank-service complaints can fall within financial consumer complaints if the institution is regulated by CBN.
Related: Failed bank transfer, Bank charges, Report bank fraud.