Digital Fraud, Card Disputes Top Banking Complaints in 2025 – BoG
Bank of Ghana says customer complaints rose by nearly 14% in 2025, with digital fraud and card-related issues among the most reported cases.
- Complaints rose by nearly 14%.
- Digital fraud topped customer concerns.
- BoG resolved over 80% of cases.
Digital fraud and card-related disputes were among the leading complaints lodged by bank customers in 2025, according to the Bank of Ghana’s latest Annual Report.
The report revealed that customer complaints increased by nearly 14% compared to the previous year, with issues ranging from unauthorised loan applications and unauthorised debits to delays in processing customer requests, difficulties accessing matured investments, and other loan-related concerns.
In total, the Bank of Ghana received 845 complaints during the year, resolving 681 of them, representing an 80.6% resolution rate.
Despite the rise in complaints, the central bank said it responded promptly to customer concerns and successfully resolved the majority of reported cases.
The Bank of Ghana noted that it has introduced several measures over the years to strengthen accountability within the banking sector and improve the handling of public complaints.
It added that increased reporting of banking-related issues would help regulators identify challenges more effectively and enable the appropriate institutions to take timely action.
The central bank also said it continues to collaborate with financial institutions and industry stakeholders to combat fraud and enhance customer service across the banking sector.
