Digital fraud and card-related disputes were among the leading complaints lodged by bank customers in 2025, according to the Bank of Ghana’s Annual Report.
The report showed that the central bank received 845 complaints from bank customers and members of the public during the year, representing an almost 14% increase compared to 2024.
Other key concerns included unauthorised loan applications, delays in processing customer instructions, difficulties accessing matured investments, unauthorised account debits, and loan-related issues.
Despite the increase in complaints, the Bank of Ghana said it resolved 681 cases, achieving a resolution rate of 80.6%.
The central bank noted that it responded promptly to customer concerns and successfully addressed the majority of reported cases.
According to the report, the Bank of Ghana has over the years introduced measures aimed at strengthening accountability within the banking sector and improving the handling of public complaints.
It added that increased reporting of customer grievances could help regulators identify systemic challenges and enable the appropriate institutions to intervene more effectively.
The report also stated that the central bank is working with financial institutions and industry stakeholders to strengthen fraud prevention measures and improve customer experience across Ghana’s banking sector.
