Ghana's banking customers filed more complaints in 2025 than the year before β and digital fraud was at the centre of it all. The Bank of Ghana's Annual Report for 2025 shows that complaints received from bank customers and members of the public rose by nearly 14% compared to 2024, with digital fraud and card-related disputes emerging as the most frequently cited concerns.
845 Complaints, 681 Resolved
The central bank recorded a total of 845 complaints during the year. Of those, 681 were resolved, translating to a resolution rate of 80.6%. The Bank of Ghana said it acted swiftly on the cases raised and managed to close the majority within the reporting period.
Beyond digital fraud and card disputes, the report flagged several other recurring issues: unauthorised loan applications, delays in processing customer instructions, difficulties accessing matured investments, unauthorised debits, and a range of loan-related concerns. It is a broad picture of where Ghana's banking system is still falling short for everyday customers.
BoG: More Reporting Could Drive Better Accountability
The Bank of Ghana acknowledged the uptick in complaints but framed it as a potentially positive signal. The central bank noted that higher complaint volumes could reflect growing customer awareness β more people knowing they have the right to report problems and that institutions exist to intervene.
The Bank of Ghana said it has, over the years, put measures in place to handle public complaints and strengthen accountability across the banking sector. It added that the data could encourage even more customers to come forward with challenges they face, enabling the appropriate regulatory bodies to step in.
Coordinated Industry Push Against Fraud
The report also revealed that the Bank of Ghana has been working alongside industry players and its own officers on strategies specifically aimed at reducing fraud and improving the overall customer experience in banking. No specific timeline or programme name was disclosed in the report, but the central bank's acknowledgment of the problem suggests the issue is firmly on its radar.
Digital fraud in Ghana's financial sector has been an escalating concern as more transactions shift online and onto mobile platforms β a trend that is also drawing growing attention from cybersecurity researchers across Africa. Card-related disputes, often tied to unauthorised transactions and cloned cards, add another layer of risk for consumers navigating an increasingly cashless system.
What It Means for Bank Customers
The 80.6% resolution rate is encouraging on paper, but it also means roughly one in five complaints filed with the Bank of Ghana in 2025 remained unresolved by year-end. For customers dealing with unauthorised debits or frozen investments, that is not a small number.
The Bank of Ghana's report does not name specific commercial banks involved in the complaints, but the data puts the entire sector on notice. With complaints trending upward and fraud tactics growing more sophisticated, the pressure on both the regulator and individual banks to respond faster and more effectively is only going to increase.