Complaints & Dispute Resolution

1. What counts as a complaint#

A complaint is any expression of dissatisfaction about our services, a facility, a settlement, our staff or a decision we have made — whether or not you are asking for a specific remedy. You can complain if you are a trader, an institutional partner, an authorised representative, or someone affected by our services.

2. How to raise a complaint#

Choose whichever channel is easiest for you. To help us resolve it quickly, please include your account or business name, what happened, when, and the outcome you are seeking.

3. What happens next — our process and timelines#

1. Acknowledgement — we acknowledge your complaint promptly, normally within two (2) business days, and give you a reference and a named point of contact.
2. Investigation — a person independent of the original decision reviews the facts, our records and any evidence you provide, and may contact you for more detail.
3. Resolution — we aim to resolve complaints within ten (10) business days. If a matter is complex, we will tell you why and give a revised timeframe.
4. Final response — in any event we aim to issue a final written response within fifteen (15) business days, and we will not exceed the maximum period required by applicable Bank of Ghana market-conduct rules. [legal review — confirm statutory maximum]
5. Outcome — our response explains our decision, any remedy or corrective action, and how to escalate if you are not satisfied.

4. If we cannot agree — internal escalation#

If you are not satisfied with our final response, you can ask for the matter to be reviewed by a senior manager who was not involved in the original decision. Tell us why you disagree and what outcome you want, and we will carry out a fresh review.

5. Escalating to the regulator#

If your complaint remains unresolved after our internal process, you may escalate it externally. Depending on the nature of the complaint and your market:

• Financial-services conduct — the Bank of Ghana’s market-conduct / consumer-protection function (or the equivalent regulator in a corridor market: the Central Bank of Nigeria, or BCEAO in the UEMOA zone);
• Data protection — Ghana’s Data Protection Commission (or the corridor equivalent, e.g. the Nigeria Data Protection Commission or ARTCI in Côte d’Ivoire); and
• Financial-crime concerns — the relevant authority as described in our AML/KYC Disclosure.

6. Learning from complaints#

We record and analyse complaints to find root causes and improve our services. Complaints data informs our product, risk and compliance reviews, and is reported to senior management. Raising a complaint never affects the fair treatment of your account.

7. Contact#