Ranked DataCBN H1 2025
Nigerian banks, ranked by complaints.
The Central Bank of Nigeria's Consumer Protection Department logged 12,847 customer complaints against Nigerian commercial banks in the first half of 2025 — a 143% rise year-on-year. Of those, 9,771 were resolved by the period close, with ₦21.42bn in customer claims handled.
- Total complaints
- 12,847
- Resolution rate
- 76.1%
- Year-over-year
- +143%
- Claims value
- ₦21.42bn
H1 2025 only
resolved by H1 close
complaint volume
across all banks
What Nigerians complain about
Breakdown of the 12,847 H1 2025 complaints by category, as classified by CBN's Consumer Protection Department.
ATM, POS, mobile banking failed transactions
Unauthorised debits, account takeovers
Stamp duty, COT, undeclared fees
Captured cards, wrong dispenses
Misc service complaints
Nigerian banks ranked by resolution rate
We rank by complaint resolution rate — not raw volume — because larger banks naturally see more complaints simply by having more customers. The metric to watch is how many they actually fix.
| Rank | Bank | Complaints | Resolved | Resolution rate | Avg SLA |
|---|---|---|---|---|---|
| 1 | GTBank | 1,823 | 1,572 | 86% | 48h |
| 2 | Zenith Bank | 1,207 | 1,038 | 86% | 48h |
| 3 | Stanbic IBTC | 389 | 328 | 84% | 48h |
| 4 | Sterling Bank | 487 | 401 | 82% | 48h |
| 5 | Fidelity Bank | 612 | 487 | 80% | 72h |
| 6 | Access Bank | 1,654 | 1,298 | 78% | 72h |
| 7 | UBA | 1,153 | 894 | 78% | 96h |
| 8 | Union Bank | 423 | 312 | 74% | 120h |
| 9 | Ecobank | 367 | 271 | 74% | 96h |
| 10 | First Bank | 1,421 | 1,044 | 73% | 96h |
Volume bars normalised to peak 1,823 complaints. Resolution rate = resolved ÷ logged within H1 2025.
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Has your bank wronged you?
CBN's Consumer Protection Department accepts complaints directly. Email [email protected] with your bank, transaction reference, and a written summary.
Source: Central Bank of Nigeria, Consumer Protection Department, H1 2025 Complaints Management Report (published October 2025). Per-bank breakdown composites where CBN does not publish bank-level data — Ranked aggregates from public earnings reports and press coverage. We refresh this page when CBN releases its H2 2025 bulletin.