Digital Fraud Tops Banking Complaints in 2025
Digital fraud and card-related disputes emerged as some of the leading concerns raised by customers of banks in Ghana in 2025, according to the Bank of Ghana’s (BoG) Annual Report.
The report indicated that complaints received from bank customers and members of the public increased by nearly 14 per cent compared with the previous year, reflecting growing concerns around transactions, account security and service delivery within the banking sector.
The central bank recorded 845 complaints during the year under review, with 681 of the cases successfully resolved, representing a resolution rate of 80.6 per cent.
Apart from digital fraud and card disputes, customers also reported issues relating to unauthorised loan applications, delays in executing customer instructions, challenges in accessing matured investments, unauthorised account debits and various loan-related concerns.
The increase in complaints, according to the Bank of Ghana, underscores the need for continued efforts to strengthen consumer protection and improve accountability across financial institutions.
Although the volume of complaints rose during the period, the central bank said it responded promptly to customer concerns and worked to resolve the majority of cases brought before it.
The BoG said it has, over the years, introduced measures aimed at improving the handling of public complaints while promoting greater transparency and accountability within the banking industry.
It noted that the complaint data could also encourage more customers to report challenges encountered within the financial sector, allowing relevant institutions to take timely action.
The central bank further disclosed that it continues to collaborate with industry players and its officers to develop strategies to reduce fraud and enhance the overall customer experience within Ghana’s banking sector.
