How to file a complaint
STEP 1
Reach Out to Your Financial Service Provider First
It is important that you first make your complaint to your financial services provider and give them the opportunity to resolve the matter with you. The National Bank of Ethiopia will only review your complaint if the issue remains unresolved within 10 business days after your financial services provider has had the chance to address it.
STEP 2
Submit Your Complaint to the Financial Consumer Protection and Education Directorate at NBE If:
You are not satisfied with the resolution provided by the financial service provider; or
You have not received a response from the financial service provider within 10 business days of submitting your complaint
STEP 3
Present and Submit the Following Information and Documents
A completed application form with your contact details, a description of your complaint, losses incurred, and desired resolution.
The final written response from your financial service provider (FSP).
Copies of all correspondence with the FSP. Records of phone calls (dates, times, numbers, and notes).
Bank or account statements (if relevant).
Product or service agreements.
Any other documents related to your case.
You can reach NBE’s Financial Consumer Protection and Education Directorate (FCPED) through these channels to make a complaint
-
Sudan Street
Addis Ababa
Ethiopia - 7230
- complaintoffice@nbe.gov.et
When Can the NBE Reject My Complaint?
Your complaint may be rejected by the NBE under the following
conditions:
If the required documents, information, or conditions are incomplete or not met.
If the case has already been resolved by the NBE.
If the issue falls outside the NBE's mandate.
If the case has already been settled by the courts.
If the matter is currently under court review.
What Financial Products Can Be the Subject of a Complaint?
You can file a complaint about the following financial products and services:
Digital Financial Services: Mobile money, mobile banking, ATM transactions, and internet banking.
Deposit Accounts: Basic savings accounts, fixed-term deposits, and similar products.
Credit Products: Consumer loans, credit card accounts, and related services.
Lease Agreements: Issues related to financial leasing contracts.
Other Financial Products: Any product or service approved by the NBE.
What Are Potential Financial Complaint Issues?
Service downtime
Transaction failures
Closure of accounts
Abusive debt collection
Excessive fees and charges
Charges not disclosed in advance
Mis-selling of financial services
Fraud involving customers' accounts
Other similar issues related to
financial products and services that may cause financial,
physical, or emotional harm to financial consumers.