Bank of Ghana Reaffirms Commitment to Customer-Centric Banking During Global Customer Service Week

The Bank of Ghana (BoG) has reaffirmed its commitment to placing customers at the heart of banking service delivery as it joins the world in marking Global Customer Service Week 2025, celebrated under the theme “Mission Possible – Making the Impossible Possible.”

In a statement, the central bank said the theme aligns with its institutional legacy of belief, commitment, and the courage to challenge boundaries in pursuit of excellence. It noted that since its establishment on March 4, 1957, the BoG has embodied innovation and resilience in its efforts to promote financial stability and protect consumers.

According to the Bank, consumers remain vital stakeholders in Ghana’s financial ecosystem. To safeguard their interests, the BoG introduced the Consumer Recourse Mechanism Guidelines, a framework that ensures fair, transparent, and timely resolution of customer complaints within regulated financial institutions.

The guidelines, the Bank explained, compel institutions to establish robust internal complaint-handling mechanisms that not only resolve customer issues but also help identify systemic weaknesses and enhance service delivery.

The BoG said it operates a three-tier complaint resolution framework to guarantee fairness and accessibility. Under the system, financial institutions serve as the first point of contact for customers seeking redress. Unresolved or disputed complaints are then referred to the Bank of Ghana for arbitration. Customers who remain dissatisfied after the Bank’s intervention may seek redress through the law courts.

Consumers can reach the Bank through multiple channels, including:

Email: complaints.office@bog.gov.gh

WhatsApp/Phone: 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 Regional Offices.

The Bank of Ghana commended all regulated financial institutions for their efforts in strengthening customer service systems and implementing efficient complaint resolution frameworks.

“As we celebrate this year’s Customer Service Week, we urge all institutions to uphold the spirit of ‘Mission Possible’ by committing to excellence, embracing innovation, and ensuring that every customer interaction reflects fairness, transparency, and responsiveness,” the statement said.

The BoG reiterated that by maintaining these values, Ghana’s banking industry can continue to transform challenges into opportunities and make the “impossible possible.”