Customers also raised concerns about unauthorised loan applications
Digital fraud and card-related disputes topped the list of complaints lodged by bank customers in 2025, according to the Bank of Ghana’s latest Annual Report.
The report revealed that the central bank received 845 complaints from customers and members of the public during the year, representing an increase of nearly 14 percent compared to 2024.
Beyond digital fraud and card disputes, customers also raised concerns about unauthorised loan applications, delays in processing banking instructions, difficulties accessing matured investments, unauthorised account debits, and other loan-related issues.
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Out of the 845 complaints received, the Bank of Ghana resolved 681 cases, achieving a resolution rate of 80.6 percent.
Despite the rise in complaints, the central bank said it responded promptly to concerns and successfully resolved the majority of cases.
The report noted that the Bank of Ghana has, over the years, introduced measures aimed at strengthening accountability within the banking sector and improving the handling of customer complaints.
It added that the increase in reported cases could reflect growing customer confidence in using available channels to seek redress when challenges arise with financial institutions.
The central bank further stated that it continues to work with banks and other industry stakeholders to strengthen fraud prevention measures and improve customer service across the financial sector.
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