The Bank of Ghana received 695 complaints from customers of Banks, Specialized Deposit Taking Institutions (SDIs), Other Financial Institutions1 and Payment Systems and Service Providers in 2023.
This is against 983 total complaints received in 2022, a reduction of 29% in 2023.
According to the 2023 Complaints Management Report by the Bank of Ghana, despite the fall in the number of complaints recorded, complaints continued to increase in complexity, thereby requiring more time for resolution.
Out of the 695 complaints, 458 (66%) were resolved, and 237 (34%) remained unresolved as at the end of 2023.
The complaints resolution rate of 66% was a marginal improvement over the 64% achieved in 2022.
Email preferred channel for lodging complaints
Email was the most preferred channel for lodging complaints, accounting for 42% (291) of the total number of complaints reported to the Bank of Ghana in 2023.
This was followed by ‘Walk-in’ with 26% (179), Post with 21% (148), Phone with 10% (71) and 1.0% (6) through WhatsApp.
According to the 2023 Complaints Management Report by the Bank of Ghana, Email was the most preferred channel because it afforded complainants a more convenient means to provide supporting documentation for their complaints.