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From January 1 to December 31, 2021, ten of Nigeria’s largest banks received 5.7 million consumer complaints. 

The 2021 complaint data show a sharp increase above the 2.69 million customer complaints banks got over the same time period in 2020. 

Zenith, Guaranty Trust, First City Monument, United Bank of Africa, Access, Fidelity, Union, Sterling, Unity, and Wema are the 10 banks surveyed.

After examining the banks’ 2021 annual financial reports that were presented to the Nigerian Exchange, the figures were determined.

According to a breakdown of the total number of unresolved complaints, Access Bank has the most complaints overall. 

According to an Access Bank report, it received 2.1 million complaints in a year, 306,116 of which remained unanswered.

The 907,715 complaints that Fidelity Bank received come next, 54,909 of which remain unresolved. 

After compiling a total of 673,772 complaints, GT Bank is ranked third in terms of customer complaints. 

Only 1,605 of these issues remained unsolved, representing a success rate of approximately 100%.


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