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Consumer Protection

Consumer Education | Complaints Management | Market Conduct | FAQs

Complaints Management

This is a Guide on how and where you can lodge a complaint against Financial Institutions regulated by the Central Bank of Nigeria such as Commercial Banks, Microfinance Banks, Primary Mortgage Institutions and Discount Houses.

Contact Your Institution First

The Central Bank of Nigeria (CBN) issued a circular in 2011 directing all banks to expand their existing ATM HELP DESK to handle all types of consumer complaints.
Therefore, if you have a complaint against your bank, you MUST first report the complaint at the bank/branch where the issue originated and then allow 2 weeks (it might be less in some banks) for the issue to be resolved.

If Your Bank Fails To Resolve Your Complain

If after lodging your complaint your Bank still fails to engage you and resolve the complaint within 2 Weeks as provided for in the ATM HELP DESK Circular, you have the right to escalate your complaint to the Consumer Protection Department (CPD) of the CBN.

Complaints to Consumer Protection Department

You can only direct your Complaints to CPD upon the failure of your Bank/Financial Institution to resolve your complaint within the 2 weeks timeline given by the CBN.

Contacting Consumer Protection Department

You can contact the CPD through the following channels:
E-mail: [email protected]
Letter: Director, Consumer Protection Department
Central Business District, 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 Central Bank of Nigeria branches of nationwide.
Does the CPD Deal with all Types of Complaints?
The CBN deals with all financial related complaints so far as it is against Financial Institutions within its regulatory purview. How to Write an Effective Complaints Letter

Your complaint should be clear and concise to avoid ambiguity. The Complaint letter (petition) should contain amongst other things the following:
• Name, Address, Contact Phone Number & E-mail of the Complainant;
• Name of your Financial Institution;
• Personal banking details (Do NOT include PIN & Passwords, please;)
• History/Date of the transaction in dispute;
• Amount claimed (if any);
• Attach relevant documents to support you claim and;
• Evidence to show that you have first lodged the complaint at your bank.

You can make your further inquiries and obtain additional information on the Complaints Handling Process of the Central Bank of Nigeria from the Complaints Unit of your Bank/Financial Institution or from CBN offices nationwide.

Facts : 1/1/1900
West African Currency Board:The West African Currency Board was established in 1912 to retain the services of Bank of British West Africa. It set up four centres in Lagos, Accra, Freetown and Barthurst (now Banjul).
See All: Facts | Events

Other Related Institutions

Nigerian

  1. Bureau of Public Enterprises (BPE)
  2. Federal Ministry Of Finance
  3. Federal Office of Statistics (Email)
  4. National Assembly (Email)
  5. National Insurance Commission (NAICOM)
  6. National Planning Commission
  7. Federal Ministry of Commerce
  8. Federal Ministry of Foreign Affairs
  9. Ministry of Cooperation & Integration in Africa
  10. National Maritime Authority
  11. National Orientation and Public Affairs, The Presidency
  12. Nigerian Communications Commission
  13. Nigerian Corporate Affairs Commission
  14. Nigerian Deposit Insurance Corporation (NDIC)
  15. Nigerian Investment Promotion Commission
  16. Nigerian National Petroleum Corporation
  17. Nigerian Postal Services
  18. Security & Exchange Commission (SEC)
  19. The Government of Nigeria On-line
  20. The Nigerian Stock Exchange
  21. Nigerian Export - Import Bank NEXIM
  22. All Banking Institutions (including Banks, BDCs, etc) in Nigeria
  23. National Identity Management Commission
  24. National Pension Commission

Professional Bodies

  1. Chartered Institute of Bankers of Nigeria

International Organisations

  1. Proposed African Finance Cooperation (AFC)
  2. United Nations Economic Commission For Africa (UNECA)
  3. The Association of African Central Banks (AACB)
  4. The Economic Community of West African States (ECOWAS)
  5. African Development Bank (ADB) Group
  6. International Monetary Fund (I.M.F).
  7. Bank for International Settlement (B.I.S).
  8. Banque Centrale des Etats de lAfrique de lOuest (BCEAO)
  9. The World Bank
  10. UNDP Nigeria
  11. Nigeria at the IMF
  12. West African Monetary Institute (WAMI)
  13. West African Monetary Agency (WAMA)
  14. West African Institute for Financial & Economic Management (WAIFEM)
  15. The New Economic Partnership for African Development (NEPAD)
  16. Group of Seven & Eight (G7/G8)
  17. Developing Eight Countries (D-8)
  18. Group of 77 (G-77)
  19. Group of (G-15)

Trade & Investment With the USA

  1. Africa Growth & Opportunity Act:
    (at the U.S. Trade Representative Office)
  2. Eximbank
  3. Overseas Private Investment Corporation
  4. Trade & Development Agency
  5. U.S. Commercial Service, U.S.A.
  6. U.S. Commercial Service, Nigeria
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