The Bank of Ghana (BoG) has continued its financial literacy education as it educates customers on the laid down procedures to getting their complaints addressed by their banks.
The Central Bank clarified that customers must know that it is their right to lodge any complaints to their service providers concerning any dissatisfaction experienced using any of their services.
The central bank further encouraged customers to lodge their complaints in their preferred languages and expect response within 5 working days.
“You have a right to complain to your financial service provider, if you are not happy with their services. You may lodge your complaint with your service provider in a language of your choice. Expect a response within 5 working days.”Bank of Ghana
To engage with, and also report to these service providers, “you either do that verbally, in person (walk to them in their offices and initiate the conversation), speak to them verbally on the telephone, write to them in person, write to them through post or lastly send them an email”, BoG added.
The central bank however, cautioned customers against paying their service providers to get any of their complaints resolved, emphasizing the fact that resolution of complaint is free.
“Note that you are not to pay any fee to get your complaints resolved by your financial services provider. Complaint resolution by your provider is free for you as a customer.”Bank of Ghana
Educating customers further on the duration service providers needed to resolve their complaints, BoG stated that the financial service providers within 20 working days, should be able to resolve their system challenges, although, may require a maximum of 30 working days depending on the intensity of the problem to be resolved.
BoG urged customers to escalate their complaints when their service providers fail to adhere to the stipulated time or should they not be satisfied with the efforts channeled into resolving their complaints.
“Escalate your complaint to the Bank of Ghana for redress, if you are not happy with the efforts by your financial services provider to resolve it, or if you do not receive a resolution within the stipulated resolution period.
“You may file an appeal with the Bank of Ghana’s Complaints office within 20 working days of receipt of your service provider’s response to your complaint if you are not satisfied.”Bank of Ghana
Despite its intervention, BoG informed customers of their non-involvement, should the complaint exceed six (6) years from the time the incident that occasioned the complaint occurred.
BoG in conclusion, added that it will not address any complaint for which the customer sought redress in court and will only handle the complaint, after the case from the court is withdrawn.