Digital fraud and card-related disputes emerged as the leading complaints from bank customers in 2025, according to the Bank of Ghana’s Annual Report.
The report revealed 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.
In addition to digital fraud and card-related issues, customers reported unauthorised loan applications, delays in processing banking instructions, difficulties accessing matured investments, unauthorised account debits, and other loan-related concerns.
Of the total complaints received, 681 cases were successfully resolved, giving the Bank of Ghana a resolution rate of 80.6%.
The central bank said it responded promptly to customer concerns and has continued to strengthen measures aimed at improving accountability and consumer protection within Ghana’s banking sector.
It noted that publishing complaint data encourages more customers to report challenges they encounter, allowing regulators and financial institutions to intervene more effectively.
The Bank of Ghana also disclosed that it is collaborating with banks and other industry stakeholders to develop strategies to curb digital fraud and enhance customer service across the financial sector.
