By Benjamin Nii Nai Anyetei
The Bank of Ghana (BoG) has called on all regulated financial institutions to recommit to delivering excellence in customer service as the world marks this year’s Global Customer Service Week under the theme “Mission Possible, Making the Impossible Possible.”
In a statement issued in Accra on Friday, October 10, the Central Bank commended banks and specialised deposit-taking institutions for their sustained efforts in creating customer-focused services and implementing robust complaint resolution systems.
The BoG said the celebration’s theme resonates with the institution’s values of commitment, transparency, and resilience qualities that have guided its operations since its establishment on March 4, 1957.
“As we celebrate this year’s Customer Service Week, the Bank of Ghana entreats all its regulated institutions to uphold the spirit of ‘Mission Possible’—by committing to excellence in customer service, embracing innovation, and ensuring that every customer interaction reflects values honed out of fairness, transparency, and responsiveness,” the statement read.
As part of its long-standing consumer protection mandate, the Bank of Ghana introduced the Consumer Recourse Mechanism Guidelines, a framework that ensures fair, transparent, and timely resolution of customer complaints within regulated institutions.
These guidelines require all financial institutions to establish strong internal complaint-handling mechanisms that not only resolve individual grievances but also help identify systemic weaknesses to improve overall service delivery.
Additionally, the framework empowers institutions to monitor recurring issues and address potential risks before they escalate.
The Three-Tier Complaint Resolution Framework
To enhance consumer protection and accountability, the BoG has implemented a three-tiered complaint resolution structure:
1. Financial Institutions – Serve as the first point of contact for customers to lodge complaints and seek resolution.
2. Bank of Ghana – Handles referred or unresolved complaints, including disputed decisions from financial institutions.
3. Law Courts – Offer legal recourse for consumers dissatisfied with the Bank’s final decision.
Consumers can submit complaints through multiple channels, including:
Email: complaints.office@bog.gov.gh
WhatsApp: 0593974486
Postal: Head, Financial Stability Department, Bank of Ghana, P.O. Box GP 2674, Accra
Walk-in: 4th Floor, Urban Block, Bank Square, Accra, and all Regional Offices
Phone: 0593974486
The Central Bank emphasised that sustained customer confidence in Ghana’s financial system depends on fair treatment, prompt service, and effective redress mechanisms.
It noted that excellent customer service goes beyond transaction satisfaction—it builds trust and strengthens public confidence in the financial sector.
The statement concluded by encouraging all regulated institutions to continue innovating and prioritising the needs of their customers:
“Together, let us continue to make the impossible possible by turning challenges into opportunities and placing the customer at the heart of banking service delivery.”
