Bank customers filed 845 complaints in 2025, with digital fraud and card disputes identified as the major concerns according to the Bank of Ghana’s Annual Report. The central bank successfully resolved 681 of these complaints, achieving a resolution rate of 80.6%.
The total number of complaints received in 2025 increased by almost 14% compared to the previous year. This rise signals growing challenges in the digital banking space. Unauthorised loan applications, delays in processing customer instructions, difficulties accessing matured investments, and unauthorised debits were also significant issues reported by the public.
This surge in complaints aligns with Ghana's accelerating push towards a cash-lite economy and increased digital financial transactions. As more citizens adopt digital payment methods, the risks of sophisticated financial crimes like digital fraud also escalate. The Bank of Ghana has previously warned that fraud could undermine public trust in the financial system. This trend underscores the importance of robust cybersecurity measures and consumer protection in the nation's financial sector.
The Bank of Ghana stated that it has implemented various measures over the years to address public complaints. These measures aim to improve accountability within the banking sector. The central bank also believes that the availability of this data encourages more customers to report their challenges. This enables appropriate institutions to intervene swiftly.
Going forward, financial institutions and regulators must intensify their efforts to enhance security protocols. They also need to educate customers on safe digital practices. The Bank of Ghana has been collaborating with industry players and its officers on strategies to reduce fraud. These strategies aim to improve the overall customer experience across the banking sector. Continued vigilance and innovation are crucial to safeguarding the integrity of Ghana’s evolving digital financial system. Decision-makers will closely monitor these efforts.