Digital fraud and card-related disputes emerged as the leading complaints lodged by bank customers in 2025, as the number of consumer grievances submitted to the Bank of Ghana increased during the year.
According to the Bank of Ghana’s 2025 Annual Report, the central bank received 845 complaints from customers and members of the public, representing an increase of almost 14 percent compared to the number recorded in 2024.
The report indicated that digital fraud and card-related disputes accounted for the largest share of complaints, highlighting the growing challenges associated with the increasing use of electronic payment channels and digital banking services.
Other major concerns raised by customers included unauthorised loan applications, delays in processing banking instructions, difficulties in accessing matured investments, unauthorised account debits, and various loan-related disputes.
Despite the increase in complaints, the Bank of Ghana said it resolved 681 of the 845 cases during the year, translating into a resolution rate of 80.6 percent.
The central bank noted that it responded promptly to customer concerns and successfully settled the majority of cases brought before it.
According to the report, the Bank of Ghana has over the years implemented several measures to strengthen accountability across the banking industry while improving mechanisms for handling customer complaints.
It explained that the rise in reported cases may not necessarily indicate a deterioration in banking services but could also reflect growing public awareness and confidence in the available complaint resolution channels.
The report added that customers are increasingly willing to seek redress through the central bank when they encounter challenges with banks and other regulated financial institutions.
To address the growing threat of digital fraud, the Bank of Ghana said it continues to collaborate with banks and other industry stakeholders to strengthen fraud prevention systems, enhance cybersecurity measures and improve customer service standards across the financial sector.
The central bank reaffirmed its commitment to promoting consumer protection and ensuring that financial institutions maintain effective complaint management processes as digital financial services continue to expand in Ghana.
