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  • The complaints process

    • If you are unhappy about any aspect of our service, you may make your complaint in writing or verbally at any of our branches, or through any of our other listed contact channels.
    • We will acknowledge receipt of your complaint within two (2) working days and resolve it within twenty (20) working days. We will advise you of our resolution by any means of communication you may request.
    • If you have not heard from us after twenty working days, or are not satisfied with our resolution of your complaint, you may within twenty (20) working days submit a petition to the Financial Stability Department of the Bank of Ghana either verbally, or in writing, personally or by post.
    • The Bank of Ghana will have twenty (20) working days to conduct an investigation into the matter and issue a decision, which will be binding on us.  
    • The contact details of the Bank of Ghana are:
      • Address: Financial Stability Department, 7th Floor – Cedi House, Accra.
      • Telephone: 0302665252; 0302665005
      • Email address:
    • If you are still unhappy about the regulator decision, you may seek legal redress at the courts.
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