Digital fraud, card disputes top banking complaints in 2025 – BoG Report

Digital fraud, card-related disputes and unauthorised financial transactions emerged as some of the biggest concerns raised by bank customers in 2025, according to the latest Bank of Ghana (BoG) Annual Report.

The report reveals that complaints lodged by customers and members of the public increased by nearly 14 percent compared with the previous year, reflecting growing consumer awareness and increased reporting of banking and financial service issues.

Despite the rise in complaints, the central bank says it resolved more than four out of every five cases reported during the year, underscoring its commitment to protecting consumers and strengthening confidence in Ghana's financial system.

According to the report, the Bank of Ghana received a total of 845 complaints from bank customers and the general public in 2025.

Of these, 681 complaints were successfully resolved, representing a resolution rate of 80.6 percent.

The central bank noted that although the volume of complaints increased during the year, prompt intervention by its Consumer Protection mechanisms helped ensure that most issues were addressed within a reasonable period.

The figures demonstrate the Bank of Ghana's continued oversight of consumer protection within the banking sector while highlighting the growing willingness of customers to seek regulatory intervention when disputes arise.

The report identified digital fraud and card-related disputes as the most common complaints submitted by customers during the year.

With digital banking, mobile financial services and electronic payment platforms becoming increasingly popular, the banking sector continues to face rising cybersecurity and fraud-related risks.

Customers also reported incidents involving unauthorised loan applications, raising concerns about identity theft, data security and the misuse of personal information.

Beyond digital fraud, the Bank of Ghana recorded complaints involving a range of banking services and customer transactions.

Among the key issues reported were:

• Delays in processing customer instructions.
• Difficulties accessing matured investments.
• Unauthorised debits from customer accounts.
• Loan administration and repayment disputes.
• Complaints relating to customer service delivery.

The report indicates that these concerns continue to affect customer confidence and reinforce the need for financial institutions to improve service efficiency and operational transparency.

The Bank of Ghana said it has, over the years, introduced several measures aimed at improving accountability and consumer protection across the banking industry.

These include enhanced complaint resolution mechanisms, closer regulatory supervision and stronger engagement with financial institutions to ensure customers are treated fairly.

According to the central bank, effective complaint management remains an important component of maintaining public confidence in Ghana's financial system.

The Bank of Ghana further disclosed that it is working closely with commercial banks, financial institutions and industry stakeholders to strengthen fraud prevention measures and improve the overall banking experience for customers.

The central bank said the collaboration focuses on enhancing cybersecurity, strengthening internal controls, improving customer education and promoting safer digital financial services.

Officials believe these measures will help reduce incidents of fraud, protect consumers from financial crime and improve trust in digital banking platforms

The Bank of Ghana noted that publishing complaint statistics demonstrates transparency and may encourage more customers to report challenges encountered when dealing with financial institutions.

According to the report, timely reporting allows regulators to intervene where necessary, enforce compliance with consumer protection standards and ensure financial institutions address customer grievances appropriately.

As Ghana's banking sector continues its digital transformation, the central bank says protecting consumers and strengthening confidence in electronic financial services will remain key priorities.