What consumers complained to the Central Bank of Nigeria about

Electronic and card issues led the count

The Central Bank received 4,553 electronic and card complaints in the second half of 2025, or 36.64% of the total. Fraud was next at 3,514 complaints. Both categories had fewer complaints than in the preceding half-year, despite an increase in the overall total. Source 1

Account management and excess charges drove the net increase

Account management complaints increased by 2,520 between the first and second halves of 2025. Excess-charge complaints increased by 933. Declines in other categories offset some of those increases, leaving the overall count 1,721 higher. Source 1

Closures are not a share of this period’s complaints

A complaint opened in one period can be closed in another. In the first half of 2025, account management closures exceeded new complaints in that category. A case-level cohort, with its own opening and closing dates, is needed to calculate a resolution rate. Source 1

The Central Bank count reflects reported cases

The Financial Stability Report tracks complaints received by the regulator. Customers also raise complaints with financial institutions directly. Measuring all incidents or comparing complaint risk across channels requires the corresponding case coverage and transaction totals. Source 1 Source 2

Sources

• Central Bank of Nigeria, Financial Stability Report December 2025, tables 3.16 and 3.17
• Central Bank of Nigeria, financial system stability and consumer protection