Customer Service Week: Bank of Ghana Reaffirms Commitment to Consumer Protection
The Bank of Ghana (BoG) has underscored its commitment to consumer protection and financial inclusion as it marks Global Customer Service Week 2025 under the theme, “Mission Possible – Making the Impossible Possible.”
The central bank said the theme resonates with its institutional legacy of resilience, innovation, and service excellence, reflecting its broader vision of safeguarding consumers and ensuring transparency in financial service delivery.
Since its establishment in 1957, the BoG has positioned itself as a cornerstone of macroeconomic stability and public trust. Over the years, it has intensified efforts to protect consumers in an increasingly complex financial landscape, introducing regulatory frameworks aimed at improving service delivery and complaint resolution.
Among its flagship interventions is the Consumer Recourse Mechanism Guidelines, which mandate regulated financial institutions to establish robust internal systems for resolving customer complaints. The framework also enables institutions to identify systemic weaknesses, monitor recurring issues, and strengthen operational standards.
The BoG’s complaint resolution structure operates on a three-tier system:
Financial institutions serve as the first point of contact for customers lodging complaints.
The Bank of Ghana adjudicates unresolved or referred complaints.
Law courts remain the final avenue for redress if customers remain dissatisfied with the Bank’s decision.
The Bank also provides multiple reporting channels—including email, WhatsApp, phone, and walk-in options—to enhance accessibility for consumers nationwide.
In a statement issued by its Communications Department, the BoG commended regulated financial institutions for their continuous efforts to deliver customer-focused services, describing this as a “shared commitment towards making the impossible possible.”
The central bank urged all institutions under its supervision to uphold fairness, transparency, and responsiveness in their customer service operations.
“As we celebrate this year’s Customer Service Week, we call on all financial institutions to commit to excellence in service delivery, embrace innovation, and ensure every customer interaction reflects the values that underpin sound banking,” the statement said.
